The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important.
In our view, that’s because “customer service” is too often defined as the interactions between our frontline staff and customers.
We define service as “taking action to create value for someone else” – and feel that service is even more important now throughout an organization, because employees across so many levels and functions are involved in creating digital experiences.
https://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png00UP! Your Servicehttps://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.pngUP! Your Service2015-11-25 02:56:222017-10-25 10:38:41Does Service Culture Matter in a Digital World?
Four Rules for Engineering a Service Revolution Improving service quality in a large organization can be difficult – and it can take a long time. But we have experimented with many approaches for the past 20 years, and we have discovered a small number of key principles that dramatically improve your chances of success in
https://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png00UP! Your Servicehttps://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.pngUP! Your Service2015-11-24 03:34:142017-10-25 10:38:42Engineering a Service Revolution: How to Build a Strong Service Culture – Fast!
Clients want to know, “How quickly can we see results after our employees have completed a workshop?” Leaders want to know when improvements will show up on the job. Everyone is anxious to see positive changes in behavior towards customers and colleagues. And finance always wants to know “How long before we can see
https://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png00UP! Your Servicehttps://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.pngUP! Your Service2015-11-06 07:48:342017-10-25 10:38:42How to Get Fast and Effective Results from Your Next Workshop
“Once we set our service standards we’ll start growing.” I overheard this comment between two business people on an airplane recently. And I wondered, is this really the best strategy for growth? Organizations often work to establish standards for common service transactions. While specific standards for service performance can be useful they can also be
https://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png00UP! Your Servicehttps://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.pngUP! Your Service2015-10-20 03:34:572017-10-25 10:38:43Service Standards and Service Excellence....are Not the Same Thing!
Download Common Service Language Assessment, includes 28 Insightful Questions Improving your organization’s service culture is a multi-faceted and long-term undertaking. One proven place to start is in building a shared vocabulary for service to focus the attention and actions of your team. Left to their own devices, no two departments will use the same language
https://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png00UP! Your Servicehttps://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.pngUP! Your Service2015-10-07 08:57:352017-10-25 10:38:44New Service Culture Assessment: Does Your Company Share a Common Service Language?
Building a strong and sustainable service culture takes time. But leaders often want to know much earlier if their efforts and investments are working. So what is the first thing you can measure to see if your service culture is getting stronger? Higher profits? No. Those show up only after you have provided better service.
https://upyourservice.ro/wp-content/uploads/2015/09/NIIT-New-Ideas-More-Value-1.jpg519362UP! Your Servicehttps://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.pngUP! Your Service2015-09-20 11:37:542017-10-25 10:38:45Measure the Leading Indicators of a Stronger Service Culture
Are you happy with your current new employee orientation program? Are your new employees truly inspired by the program? (How many of them are still employed with you after just one year?)
I am going to take you on a bus tour called ‘Service Orientation for New Hires’. This is not the same thing as ‘Job Induction for New Hires”. And here’s the difference between the two:
Job induction is giving new employees what they need, to get going on the job. Job induction includes job role and function, HR policies and procedures, company protocols, IT and security passwords, and other important job related details.
https://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png00UP! Your Servicehttps://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.pngUP! Your Service2015-09-08 09:30:362017-10-25 10:38:45Service Staff Orientation Programs: Get the wrong people OFF the bus, and keep the right people ON!
Why a Paradigm Shift is Needed and How to Get One Started What’s happening in the industry? In recent years the healthcare industry has undergone – and continues to undergo—massive changes. Treatment options have grown rapidly. Patients know more about health, disease, treatments, and wellness than ever before. An unprecedented surge of medical information is
https://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png00UP! Your Servicehttps://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.pngUP! Your Service2015-08-27 06:10:472017-10-25 10:38:46Revolutionizing Service Culture in the Healthcare Industry
Participants of Daughters of Tomorrow & UP! Your Service workshop “Transforming Lives and Relationships through Service Mindset” According to a new study conducted by researchers at Catalyst and Harvard Business School, companies with more women at the senior level may be better practitioners of Corporate Social Responsibility (CSR). They found that companies with more women
https://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png00UP! Your Servicehttps://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.pngUP! Your Service2015-08-17 14:32:142017-10-25 10:38:47Women in Service to Make Our World a Better Place
This post is from Ron Kaufman’s upcoming new book, The Joy of Service. The Consumer to Contributor Continuum People who live in developed societies are routinely referred to as “consumers.” From a business and marketing perspective this makes sense, because that’s exactly what we are. We consume food, beverages, electricity, gasoline, entertainment, clothing, an ever-growing
https://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.png00UP! Your Servicehttps://upyourservice.ro/wp-content/uploads/2020/01/logo-2020.pngUP! Your Service2015-07-14 05:39:142017-10-25 10:38:48Are You a Compulsive Consumer or a Connected Contributor? (Part One)
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Does Service Culture Matter in a Digital World?
Service Culture, UncategorizedThe focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important.
In our view, that’s because “customer service” is too often defined as the interactions between our frontline staff and customers.
We define service as “taking action to create value for someone else” – and feel that service is even more important now throughout an organization, because employees across so many levels and functions are involved in creating digital experiences.
Engineering a Service Revolution: How to Build a Strong Service Culture – Fast!
Service Culture, UncategorizedFour Rules for Engineering a Service Revolution Improving service quality in a large organization can be difficult – and it can take a long time. But we have experimented with many approaches for the past 20 years, and we have discovered a small number of key principles that dramatically improve your chances of success in
How to Get Fast and Effective Results from Your Next Workshop
Service Improvement Process, UncategorizedClients want to know, “How quickly can we see results after our employees have completed a workshop?” Leaders want to know when improvements will show up on the job. Everyone is anxious to see positive changes in behavior towards customers and colleagues. And finance always wants to know “How long before we can see
Service Standards and Service Excellence….are Not the Same Thing!
Service Education, Service Improvement Process, Uncategorized“Once we set our service standards we’ll start growing.” I overheard this comment between two business people on an airplane recently. And I wondered, is this really the best strategy for growth? Organizations often work to establish standards for common service transactions. While specific standards for service performance can be useful they can also be
New Service Culture Assessment: Does Your Company Share a Common Service Language?
Common Service Language, UncategorizedDownload Common Service Language Assessment, includes 28 Insightful Questions Improving your organization’s service culture is a multi-faceted and long-term undertaking. One proven place to start is in building a shared vocabulary for service to focus the attention and actions of your team. Left to their own devices, no two departments will use the same language
Measure the Leading Indicators of a Stronger Service Culture
Service Measures and Metrics, UncategorizedBuilding a strong and sustainable service culture takes time. But leaders often want to know much earlier if their efforts and investments are working. So what is the first thing you can measure to see if your service culture is getting stronger? Higher profits? No. Those show up only after you have provided better service.
Service Staff Orientation Programs: Get the wrong people OFF the bus, and keep the right people ON!
Service Orientation, UncategorizedAre you happy with your current new employee orientation program? Are your new employees truly inspired by the program? (How many of them are still employed with you after just one year?)
I am going to take you on a bus tour called ‘Service Orientation for New Hires’. This is not the same thing as ‘Job Induction for New Hires”. And here’s the difference between the two:
Job induction is giving new employees what they need, to get going on the job. Job induction includes job role and function, HR policies and procedures, company protocols, IT and security passwords, and other important job related details.
Revolutionizing Service Culture in the Healthcare Industry
Industry Updates, UncategorizedWhy a Paradigm Shift is Needed and How to Get One Started What’s happening in the industry? In recent years the healthcare industry has undergone – and continues to undergo—massive changes. Treatment options have grown rapidly. Patients know more about health, disease, treatments, and wellness than ever before. An unprecedented surge of medical information is
Women in Service to Make Our World a Better Place
Uncategorized, Uplifting Service bookParticipants of Daughters of Tomorrow & UP! Your Service workshop “Transforming Lives and Relationships through Service Mindset” According to a new study conducted by researchers at Catalyst and Harvard Business School, companies with more women at the senior level may be better practitioners of Corporate Social Responsibility (CSR). They found that companies with more women
Are You a Compulsive Consumer or a Connected Contributor? (Part One)
The Joy of Service Book, UncategorizedThis post is from Ron Kaufman’s upcoming new book, The Joy of Service. The Consumer to Contributor Continuum People who live in developed societies are routinely referred to as “consumers.” From a business and marketing perspective this makes sense, because that’s exactly what we are. We consume food, beverages, electricity, gasoline, entertainment, clothing, an ever-growing