We are deep in a service crisis. In the operating room, surgeons and their teams communicate in a very precise language; airplane pilots follow a strict protocol to take-off and land safely every time; and, when launching a new product, companies lay out a plan that all employees follow. But when it comes to building a strong service culture, the path to success is usually much less clear. We relegate service to a single department guided by anecdotal wisdom and less-than-helpful cliches like "the customer is always right."
With global economies transforming at record speed, we are largely unprepared for the service demands we face day and night from around the world. We promise our customers satisfaction and then allow internal politics and inefficient methods to frustrate our ability to deliver. With service so much a part of our daily lives, both in and outside the workplace, why aren't we doing it better?
In this New York Times, USA Today, and Amazon.com best-selling book, Kaufman lays out the steps you can take to build a sustainable culture that delivers outstanding service every day. He offers the tools and practices that have been proven effective in businesses, governments, communities, and homes; on every continent; and in many languages. Through perspective changing insights and case studies, you will learn how the world's best performing companies have changed the game through service - and how you too can follow this proven path to an uplifting transformation.
©2012 Ron Kaufman (P)2014 Ron Kaufman
The rich global examples, the questions for reflection and action planning.
The story about the Singapore Insurance company's CEO, and his declaration of a cultural revolution
No, I preferred being able to pause, reflect and apply the principles.
Service creates value
The wider perspective that service is about creating value. And you can engineer a culture of service in any size organization in any industry.
Service is more than being polite, saying the right things and having a good attitude about customers. It is equally about how we serve our internal colleagues in all our interactions. Service applies to everyone who has a job. And service is embedded in our products, systems, and ongoing relationships.
You will have a new framework to view service and will quickly identify opportunities to uplift service wherever you are.
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