Service is taking action to create value for someone else. So which action should you take?
Customer Experience. Customer Centricity. Customer Obsession.
These phrases have become central to the language of business in almost every industry.
Enjoy this interview with Jeff Eilertsen who leads the Client Success team at Uplifting Service with 25 years’ experience improving service and leadership in organizations around the world.
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.
We often hear leaders say, “We want our people to have a better service mindset.”
What is a mindset?
Here is one example. People often describe other people as either ‘glass half full’ or ‘glass half empty’. What they are referring to is a mindset, a fundamental way to view the world.
Hiring a new person into your organization, or choosing someone to promote in your organization, is one of the most influential jobs of managers and leaders. Who you hire or promote has significant impact on your culture. Here’s why:
I recently spent a weekend on an island near Singapore. My Dad and I were looking for an easy get-away in a country that was new to both of us and this one fit the bill. After a few Google searches and price comparisons, we settled on a place to stay. Our “resort” advertised cute wooden bungalows that sit right on the beach, a bar and restaurant with complimentary breakfast, and a driver service from the ferry terminal where we were set to arrive. No big hotels, no pools and no jet-skis – an island away from the city with some true local flavor. I was excited – I was looking forward to reading my book, falling asleep on the beach, and coming home with good memories and visible tan lines.
A key leaning point in the Uplifting Service methodology is your ability to cultivate ongoing relationships when someone else is struggling by “exercising compassion”. Knowing whether to respond to a situation through either empathy or compassion can be tricky. NIIT Technologies is an Indian-based company that is using the Uplifting Service methodology to improve customer …