Below is an Autogenerated Transcript

Hello and welcome to the webinar Engineering A Service Revolution. How to establish a strong service culture and improve service quality and do it fast? My name is Ron Kaufman. I’m the founder and chairman of the company Up Your Service. I’ve been working with leaders and large organizations all over the world in every possible industry for more than 30 years. I’ve written the key lessons that we’ve learned over those three decades in this book UpliftingService- The Proven Path to Delighting Your Customers, Colleagues, and EveryoneElse You Meet. 

What you’re going to learn in this webinar are some of the essential lessons from the experience that we’ve learned in guiding organizations to a successful service revolution. 

Now, what do we actually mean by a service revolution? First, we’re talking about changing the culture of service in an organization, where service excellence is not already in the DNA, in the culture, in the fabric, in the performance of that organization. In other words, a service revolution is not for a company like Singapore Airlines. From the very beginning of their first flight, they had already decided that outstanding service performance for passengers was going to be the differentiating factor for Singapore Airlines. They don’t need a revolution in service. Changi International Airport- Singapore’s Airport, the most awarded airport in the world. It’s the front door for the entire nation. They know that service and service culture are incredibly important. They don’t need a service revolution. They’re already doing very well. Disney does not need a service revolution. Ritz-Carlton does not need a revolution in service. Zappos the online player has built their entire culture based on Wow levels of service and if you go visit their headquarters in Las Vegas, you’ll see how they do it. They may need continuous ongoing evolution to keep their service on top but they don’t need a service revolution. So who does? A  service revolution is needed when leadership in an organization wants to achieve a dramatic improvement in service to external customers, clients, members, patients, visitors, guests whatever they may be called. But they need to do it fast. Then you need something that’s more revolutionary. For example, when this property opened in Singapore the world’s first integrated resort, six months after opening the TripAdvisor, scores were not really wanted them to be. They needed and achieved a revolution in service growing TripAdvisor scored by more than 20 points in just six months. We help them do that and that’s an example of a revolution. Here’s a telecommunications company in the Philippines dramatically losing market share and financial results that were showing that kind of a loss, turning it around, in a very short period of time through a revolution in the service quality performance they provide for their customers and in a revolution in the culture of service. Here’s an example on the financial side. This is a resort property group based out of Mauritius I’ll be talking about more later in the webinar. Look at the financial results. This company was actually headed for bankruptcy. But in a very short period of time turned it dramatically around, achieved a successful revolution based on improved quality of service. Here,  a national airline, also running in the red, losing money and wanting to turn it around. And you can see the turnaround dramatic, substantial and fast in this case the compliments to complaints ratio going from 1:1 to 10:1 over a period of 24 months. So what do we mean by a revolution?  The leadership of the organization wants a dramatic improvement in service and they want it fast. 

Watch the video https://www.youtube.com/watch?v=FN2wAR8BT08  to learn more about service revolution.