Building a Service Culture

Building Block #1: A Common Service Language

What does it take to achieve a common service language in providing quality customer service? The 12 Building Blocks of Service Culture offer a powerful diagnostic lens to assess, improve, and grow a stronger culture of service excellence inside your organization. These Building Blocks provide a framework for creating a culture that promotes superior service in all departments, …

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Fundamental Service Principles Create a Common Service Language

Watch Ron Kaufman talk about this topic on video (3 minutes). I’ve seen many organizations invest years and spend a lot of money on service training for their employees. The intention is always the same: to deliver service excellence, and to create a sustainable service culture. Yet time and again, I’ll ask leaders, “What does service …

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Are You a Compulsive Consumer or a Connected Contributor? (Part Two)

This post is from Ron Kaufman’s book, The Joy of Service. Read Part One now… Every time you consume something, you create a customer experience -you have an opportunity to connect and contribute to someone else’s experience of life. The extent or degree of connection—and its effect on the other person—is entirely up to you. Do …

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Are You a Compulsive Consumer or a Connected Contributor? (Part One)

This post is from Ron Kaufman’s book, The Joy of Service. The Consumer to Contributor Continuum People who live in developed societies are routinely referred to as “consumers.” From a customer service, business and marketing perspective this concept of a compulsive consumer makes sense, because that’s exactly what we are.  We consume food, beverages, electricity, gasoline, …

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Five Steps to Help Employees Understand – and Care About – Your Metrics, Scores and Targets

In my last blog post, we looked at one of the key reasons why employees don’t care about service targets and index scores: because few leaders ‘meet employees where they are’ and effectively translate scores and targets into the ideas and actions employees care about! This gap in understanding is problematic, costly, and unnecessary.

How to Close the Gap and Capture Early Majority Supporters while Providing the Best Customer Experience

In my previous blog “Gaining Buy-In for Your Culture Change” I used a smooth bell curve to illustrate how leaders can systematically convert employees from Adversaries and Defectors, to Neutral and Supporters, and ultimately to Ambassadors. Specifically, I wrote about how each group can be engaged and enrolled in the process of organizational change towards …

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