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Uplifting Service
318 pages, 2012
business & management
1082 booksThe New York Times Bestseller Uplifting Service: A Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet by David Meerman Scott and Robert McMath examines the current state of service and provides a proven path for building a strong service culture.
We are deep in a service crisis that has resulted from changes to global economies and concerns about corporate social responsibility. While these new challenges present an opportunity for businesses to differentiate themselves from their competition, most companies are ill-prepared to meet these demands.
We relegate service to a single department guided by anecdotal wisdom rather than proven best practices. Our promise of customer satisfaction is often frustrated by internal politics and inefficient methods.
In Uplifting Service, Ron Kaufman emphasizes the importance of creating a strong service culture. He believes that a company's success is directly linked to the quality of service it provides. So, if you're looking to boost your business, it's time to take a closer look at your service culture.
Kaufman makes it clear that service isn't just the job of the customer service department. Everyone in the organization has a role to play in providing excellent service. So, whether you're the CEO or an intern, it's time to see how you can contribute to your company's service culture.
How customers perceive your service is crucial. Kaufman encourages businesses to explore ways to improve their customers' experiences. Remember, it's not just about what you do, but how your customers perceive what you do.
Uplifting Service isn't about achieving a one-time success. Kaufman stresses the need for continuous improvement in service. So, don't just rest on your laurels. Always look for ways to do better and keep your customers coming back for more.
Kaufman introduces the 12 building blocks of service culture in his book. These include elements like vision, recruitment, orientation, and recognition. If you're serious about improving your service culture, it's time to dig into these building blocks and see how you can apply them in your organization.
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Uplifting Service provides the keys to unlock the potential in every individual and organization.
Mark Sanborn - Leadership SpeakerUplifting Service is a study in the power of a strong service culture. It's a must-read!
Marshall Goldsmith - Executive CoachUplifting Service offers a blueprint for creating and sustaining a culture of service and excellence.
Brian Tracy - Motivational Speaker