Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet by Ron Kaufman

Ron Kaufman’s Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet is an insightful guide to provide exceptional service to your customers, colleagues and everyone else you meet. The book is a culmination of 25 years of research, practical advice and tested tools to help you understand the importance of delivering uplifting service.

The book starts off by exploring the idea of Uplifting Service and introduces readers to the concept of Be-Do-Have. Be-Do-Have states that if you want something, you first have to BE something, then DO something in order to HAVE something. This simple mantra of actions is the framework for delivering quality service to customers, colleagues and other people you meet. By being passionate, doing the right things and having an overall positive approach, you can significantly enhance the customer experience.

Kaufman then moves on to discuss the fundamentals of Uplifting Service and dives into the principles for meeting and exceeding customer expectations. He talks about understanding customers, delivering service with sincerity, building trust and creating relationships with customers. He also emphasizes on teamwork and collaboration and the importance of creating a “team of champions” that is committed to uplifting service.

The book delves into the most influential customer service approaches such as the “7 Layers of Service” and “Engage, Align and Move”. The 7 Layers of Service discusses how to create memorable experiences, while the Engage, Align and Move approach explains how to effectively connect and engage with customers. Kaufman also talks about reimagining customer service through technology by introducing innovative systems and processes that help achieve better customer satisfaction scores.

Kaufman concludes the book by providing several tools and techniques to help you deliver extraordinary service. These techniques include creating customer service surveys, using technology and automation to improve efficiency and offering digital solutions. Additionally, the book offers advice on creating a strong and motivated team and improving performance.

Uplifting Service offers a comprehensive guide to delivering exceptional customer service that focuses not only on the customer but on the team as well. Whether you’re a service team leader, business executive or customer service professional, this book provides an essential guide for developing and delivering successful Uplifting Service that meets and exceeds customer expectations. With its practical advice, tested tools and detailed resources, Uplifting Service is an invaluable resource for organizations that strive to create strong customer relationships.