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.
As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health …
We are honored and pleased to share our founder, Ron Kaufman, has been awarded the #1 ranking Customer Service Global Guru in 2020, 2019, and 2018.
Hello, if you’re watching this video, you probably know me.
I’m Ron Kaufman, author, and founder of Uplifting Service.
But do you know this man? This gentleman with the distinguished white beard.
Well, I won’t be at all surprised if you do, because he is the legendary Marshall Goldsmith.
Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the fifth challenge, Aligning Leadership and Service Performance.
Many senior leaders assume that service performance improvement only requires a front-line training initiative. This is a fundamental mistake. A strong and successful service culture demands the power of a senior leadership team that is fully engaged. Leaders must confidently share the vision, align with each other to remove roadblocks, reward ongoing success, and role-model excellent service behavior.
The most common question we hear when launching service excellence training programs inside large organizations is: “Do leaders really need to attend these workshops?”
There’s no doubt about it that the working world has shifted.
For better or for worse, every person in the workforce must now continuously add value, not only to the work they are doing but to the experience that customers have while interacting with them and their product.
Every culture shares a common language, a set of practices, traditions, stories, strategies and standards. These common elements influence and shape human behavior. They keep us in the flow of a discourse that already exists.
I have been in the field of training, leadership, and organizational development for over 20 years. Through all these years, I have heard one message (and complaint) from practitioners, consultants, authors and gurus: for cultural change to succeed, top leadership must support it. It’s amazing. This message is so consistent. And there is so much evidence to prove it! Yet the issue persists as a key barrier to successful culture change.