Engineering A Service Revolution Webinar – Ron Kaufman

Ron Kaufman is the New York Times bestselling author of "UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet", and the founder of Uplifting Service.

In this webinar, Ron explains how to establish a strong service culture and improve quality of service fast by “Engineering a Service Revolution”. He includes many essential lessons from his decades of experience in guiding leaders and organizations towards rapid and dramatic improvements in service.

Ron cites examples from many different industries, countries and cultures, including LUX* Resorts, NIIT Technologies, Air Mauritius, Marina Bay Sands, Globe Telecom, and more

Rule #1: Do not start with customer facing employees. Instead, involve everyone with a special focus on internal service providers.

Rule #2: Do not start training people on specific service or skills; instead, educate them towards a better understanding of what service excellence really means.

Rule #3: Do not pilot the change; instead go big and go fast to build momentum for the new culture.

Rule #4: Do not focus on traditional KPIs during a service revolution; for instance, customer satisfaction or number of complaints or even sales. Instead, focus on the leading revolution indicators.

He also points out why a “service revolution” is not needed at organizations with service excellence already ingrained in their DNA: Singapore’s Changi Airport, Singapore Airlines, Zappos, Ritz-Carlton, and Disney.

Ron Kaufman is the New York Times bestselling author of "UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet", and is the founder of Uplifting Service.