Ron Kaufman Up Your Service Light

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The Secrets of Superior Service Culture

Ron Kaufman


The Secrets of Superior Service Culture

“Bringing Together”



A free signed copy for you!

Please collect your book at

the end of this session at the

front exit.

Thank you!














Why Build an Uplifting

Service Culture?


1. Competitive Necessity


1. Competitive Necessity 2. Rising Expectations


1. Competitive Necessity 2. Rising Expectations 3. Human Performance


1. Competitive Necessity 2. Rising Expectations 3. Human Performance 4. Increased Profitability


1. Competitive Necessity 2. Rising Expectations 3. Human Performance 4. Increased Profitability 5. Customer Loyalty


How do you build an Uplifting

Service Culture?






Service Leadership


Actionable Service Education

Service Leadership



Service Leadership

Service Culture Building Blocks


Service Leadership


“The customer is the final inspector.”


“The customer is the final inspector.”


“There is only one boss: the customer. He can fire everybody in the company by spending his money somewhere else.”


“There is only one boss: the customer. He can fire everybody in the company by spending his money somewhere else.”


“Do what you do so well that they will want to come again – and bring their friends.”


“Do what you do so well that they will want to come again – and bring their friends.”


Service Leadership



Service Leadership


Education – or – Training


Frontline Service Training





































Where is „excellence‟ on the Six

Levels of Service?







Where is „excellence‟ on the Six

Levels of Service?



Excellence is a moving

target.


Excellence is taking the

next step UP!


The Six Levels of Service

Apply this

to your job.

What action can YOU take to

Step UP?



Every Perception Point Counts!


Every Perception Point Counts!



Perception Points: FACE TO FACE


Perception Points: OVER THE PHONE


Perception Points: IN WRITING


Perception Points: PRODUCTS


Perception Points: PACKAGING


Perception Points: DELIVERY






http://www.flickr.com/photos/fansofchangi/4644065644/in/set-72157624145239964/






Where is room 347?



Action steps can create more VALUE.


Action steps can create more VALUE.

But different customers value different things.










Four Different Categories of Value


















The BIG Picture

The experience your customers

value.

Where do you see a big

opportunity to add or create

more value?

TM



Who should take responsibility for

making these improvements?








Take Personal Responsibility

Blame, Shame and Excuses do not make things better!

What action can

you take?





Service Leadership



Service Leadership



The 12 Building Blocks of Service Culture TM






Common Practice

Common Practice

Common Practice

Common Practice

Common Practice

Common Practice

Common Practice

Common Practice

Common Practice

Common Practice

Common Practice

Common Practice



Best Practice?

Best Practice?

Best Practice?

Best Practice?

Best Practice?

Best Practice?

Best Practice?

Best Practice?

Best Practice?

Best Practice?

Best Practice?

Best Practice?





Engaging Service Vision

Service Staff

Recruitment

New Staff

Orientation

Service Communi-

cations

Service Recognition and Rewards

Voice of the

Customer

Service Measures

and Metrics

Service Improvement

Process

Service Recovery

and Guarantees

Service Bench- marking

Service Role

Modeling

The 12 Building Blocks of Service Culture

Common Service

Language

TM



Service Staff

Recruitment

New Staff

Orientation

Service Communi-

cations


Voice of the

Customer

Service Measures

and Metrics

Service Improvement

Process

Service Recovery

and Guarantees


Service Role

Modeling


Common Service

Language

TM


1. Common Service Language



Service Staff

Recruitment

New Staff

Orientation

Service Communi-

cations


Voice of the

Customer

Service Measures

and Metrics

Service Improvement

Process

Service Recovery

and Guarantees


Service Role

Modeling


Common Service

Language

TM


5. Service Communications

















Service Staff

Recruitment

New Staff

Orientation

Service Communi-

cations


Voice of the

Customer

Service Measures

and Metrics

Service Improvement

Process

Service Recovery

and Guarantees


Service Role

Modeling


Common Service

Language

TM


6. Service Recognition and Rewards















Service Staff

Recruitment

New Staff

Orientation

Service Communi-

cations


Voice of the

Customer

Service Measures

and Metrics

Service Improvement

Process

Service Recovery

and Guarantees


Service Role

Modeling


Common Service

Language

TM


12. Service Role Modeling

November 27, 1894 – April 27, 1989



Service Leadership


M O M E N T U M

M O M E N T U M


A free signed copy for you!

Please collect your book at the front exit.

Leave your business card

for more…


Thank you.


A world where people are educated and inspired to excel in service

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Ron Kaufman Up Your Service Light