Enjoy this engaging and revealing interview with FIJI Airways CEO Andre Viljoen and customer service keynote speaker, Ron Kaufman, founder of the global education and consulting company, UP! Your Service. This post … Read More
Five Major Mistakes to Avoid in 2014
2014 will bring changes, opportunities and dangers for your business. Industries are collapsing, careers are converging, and work is migrating or disappearing altogether. Each of us must orient ourselves in a world … Read More
Fundamental Service Principles Create a Common Service Language
Watch Ron Kaufman talk about creating a common service language and other fundamental customer service skills. . I’ve seen many organizations invest years and spend a lot of money on service … Read More
Five Problems to Overcome When Building a Superior Service Culture
Watch Ron Kaufman speak about overcoming the roadblocks when building a superior service culture and quality customer service. Leaders often make mistakes when building a service culture throughout an organization. It’s not an easy … Read More
Customer service training, or service education. What’s the difference?
Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true … Read More
Harvard Business Review on Revolutionizing Customer Service
The team at UP! Your Service have been working with our clients and Professor Jochen Wirtz for many years and are happy to report that the April issue of Harvard Business Review picked up … Read More
How Emotional Judo Can Help You Take Control of Every Conflict
Falsely accused? Resist the urge to proclaim your innocence. It’s a situation most of us dread. You’re faced with an angry customer, boss, employee, or family member. Something’s gone wrong and they’re about … Read More
I am stepping UP to service – and happy to be here!
I am into the second week of my new job and today, I brought to work a book that has greatly influenced me about quality customer service, over the past 10 years. … Read More
It’s Your Turn to Speak Up Today (and be Rewarded)
Speak up today and be rewarded! What is your point of view about our point of view that service is the reason we are here? Do you agree (or disagree) with our definition that service is taking action to … Read More
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 … Read More