Leaders can’t just tell people to serve; every day they must show people how to serve and teach them why it’s so important. People at every level of an organization will only make a service vision come alive when their leaders are living it, too.
Uplifting Service provides your team with the service excellence principles and workshops you need to continuously improve internal and external service performance.
Watch Ron Kaufman speak about overcoming these five roadblocks (5 minutes) Leaders often make mistakes when building a service culture throughout an organization. It’s not an easy task. To develop a culture that demonstrates true service leadership in your field, you must avoid these five common mistakes: 1. The frontline lacks top-down support. Often when …
Five Problems to Overcome When Building a Superior Service Culture Read More »
When you build an uplifting service culture in a large organization, senior leaders must initiate the process. But ultimately all levels of leadership must embrace the project from the executives in the board room to supervisors on the shop floor. This is why Uplifting Service recommends a simultaneous “top down” and “bottom up” approach to …
Where is the right place to start a service improvement program inside your organization? The answer may seem obvious. You start with team members who sell to and serve your customers. After all, customers are the ones who buy your products and use your services. They come back when they are happy and complain when …
Involve Your Internal Service Providers from the Very Beginning Read More »
Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and share of wallet, while frontline workers talk about today’s schedule, a colleague’s problem, or an angry customer’s remark. Excellent service in one office may mean something quite different in another. For …
Promote a Service Vision and a Common Language to Eliminate Culture Roadblocks Read More »
Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so you can better meet their needs. You know that you only have so many tries to get it right. The truth is, in …
Many of us enjoy doing business with people from countries, ethnicities, and backgrounds that are different from our own. This brings into our lives, and the lives of those we serve, a wonderful sense of the colorful, cultural, and amazing world in which we live and work. This colorful combination is also loaded with opportunities …
In my previous blog post ‘Recruit for Attitude First!’, I championed the importance of prioritizing attitude over skills and experience when hiring, especially if you are looking to build a service culture.
Recruitment advertisements often emphasize the skills and experience required to apply for a job. This is understandable, but is also a mistake. Organizations should place more emphasis on recruiting the right attitudes during the hiring process. When you want to build an uplifting service culture, attitudes can be even more important than skills.
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