uplifting service summary ppt set 120423servicecouncil.com/.../uplifting-service.pdf · uplifting...

© UP! Your Service UpYourService.com

UPLIFTING SERVICEThe Proven Path to

Delighting Your Customers, Colleagues, and Everyone

Else You Meet


Ron Kaufman• Author • Speaker• Consultant• Curriculum

Developer• Master Trainer

… and passionateabout Uplifting Service Culture


A world where everyone is educatedand inspired to excel in service


www.UpYourService.com


Changi Airport42,000,000 visitors30% in transit only

1,300 staff28,000 employees

219 companies

Many Partners, Many Missions,

One Changi


Service is takingaction to create value

for someone else


Service ExcellenceService Culture

How are these related?


Service Excellenceis taking the next step

UP to create more valuefor someone else


Service ExcellenceCulture exists whereeveryone puts thisto work every day


1. Competitive Necessity2. Rising Expectations3. Human Performance4. Increased Profitability5. Customer Loyalty


How do you buildan Uplifting

Service Culture?


Actionable Service Education

ServiceLeadership

Service Culture Building Blocks


ServiceLeadership

• Choose and declare service top priority• Be a great role model - walk the talk• Build a service language - talk the talk• Measure what really matters• Enable and empower your team• Remove the roadblocks to service• Sustain focus and enthusiasm



Three Success Factors

1. Fundamental principleskey learning points

2. Application to my jobrelevant examples

3. Practical action stepsget immediate results


Achieving Superior Service (Course 100)TM

• Build a common service language• Upgrade service at every point of contact• Add value to the customer’s experience• Take responsibility for action


Building Service Partnerships (Course 200)

• Increase and add service value• Enable customer and partner growth• Be proactive in all service improvements• Improve communication and teamwork

TM


Increasing Customer Loyalty (Course 300)

• Move customers UP the Loyalty Ladder• Bounce UP! with service recovery• Handle difficult service situations• Manage customer expectations

TM


LeadershipWorkshops

MiddleManagers

SeniorLeaders

Certified Course LeadersCourse Leader Certification

ManagersWorkshops

FrontlineService Staff

external & internal

UP! Your ServiceCourses



Measuring What MattersÏ Ultimate Objectives

profitability, market position, shareholder value

Ï Index Improvementssignificant change in measures and metrics

Ï Positive Comments compliments and constructive feedback from customers, clients and colleagues

Ï New Ideas and Action StepsStepping UP! service improvements


EngagingServiceVision

ServiceStaff

Recruitment

NewStaff

Orientation

ServiceCommuni-

cations

ServiceRecognitionand Rewards

Voiceof the

Customer

ServiceMeasures

andMetrics

ServiceImprovement

Process

ServiceRecovery

andGuarantees

ServiceBench-marking

ServiceRole

Modeling

The 12 Building Blocks of Service Culture

CommonService

Language

TM


EngagingServiceVision

NewStaff

Orientation

ServiceCommuni-

cations

ServiceMeasures

andMetrics

ServiceImprovement

Process

ServiceRecovery

andGuarantees

ServiceBench-marking

ServiceRole

Modeling

CommonService

Language

ServiceStaff

Recruitment


ServiceLeadership

ServiceRecognitionand Rewards

Voiceof the

Customer


Service Culture Implementation Roadmap

0 - - - - - - - - - - 3 - - - - - - - - - - 6 - - - - - - - - - - 9 - - - - - - - - - - - - - 12

Leadership Alignment


The 12 Building Blocks

Steering Committee

Integration with Processes


www.UpYourService.com/slides


facebook.com/ronkaufman.upyourservice


YouTube.com/RonKaufman


LinkedIn.com/in/ronkaufman


@RonKaufman, #UpliftingService


A world where everyone is educatedand inspired to excel in service


UPLIFTING SERVICEThe Proven Path to

Delighting Your Customers, Colleagues, and Everyone

Else You Meet


Thank you.

uplifting service summary ppt set 120423servicecouncil.com/.../uplifting-service.pdf · uplifting...

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