Uplifting Service

The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet

By: Ron Kaufman

Narrated by: Adam Danoff

Length: 7 hrs and 30 mins

Publisher's summary

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

This is an uplifting book that walks its talk

Where does Uplifting Service rank among all the audiobooks you’ve listened to so far?

I can't say enough about this wonderful book. It really walks its talk–Ron Kaufman's book takes the service of ... service books ... to another level! He has really thought through what it means to consider service in business—such that it is elevated to an authentic experience and practice that can truly benefit all areas of a person's life.

Ron is able to articulate and break down into steps, what makes great service really great. And I think this is a very impressive accomplishment. What is so great about one service experience, as opposed to another, can seem rather mysterious to me. And yet, he manages to lay it out as a series of steps.

Furthermore, any notion of customer service as lip service, as some inauthentic business process, devoid of relationship to the authenticity of the human beings involved, and their actual feelings, is not here in this book. This is a book about truly living these principles, and the amazing things that can result—in business and in life in general.

What was one of the most memorable moments of Uplifting Service?

The clear articulation of what makes one guarantee meaningless, and another one really meaningful.

What about Adam Danoff’s performance did you like?

Enthusiasm and clarity that match the author's.

If you were to make a film of this book, what would the tag line be?

Service Can Transform the World.

A unique perspective on service

What made the experience of listening to Uplifting Service the most enjoyable?

The rich global examples, the questions for reflection and action planning.

What was one of the most memorable moments of Uplifting Service?

The story about the Singapore Insurance company's CEO, and his declaration of a cultural revolution

Was this a book you wanted to listen to all in one sitting?

No, I preferred being able to pause, reflect and apply the principles.

Unique and usable approach to improving service

If you could sum up Uplifting Service in three words, what would they be?

Service creates value

What did you like best about this story?

The wider perspective that service is about creating value. And you can engineer a culture of service in any size organization in any industry.

What’s an idea from the book that you will remember?

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.

Any additional comments?

You will have a new framework to view service and will quickly identify opportunities to uplift service wherever you are.

Interesting and worth listening the book

Ron talks about uplifting service in details, different stages of service and real examples to understand and take action in detail.

Look no further!

If improving your organizations, service standards and cultural alignment to service is a need or priority, look no further than this book. It’s engaging, insightful, packed with stories, but most of all practical and highly effective at making the next steps to uplifting service tangible and easy

Great book

This was a great read, filled with great practical ideas that aim to be implementing soon . Authentic, true and very rooted in the core of service to others. Loved every moment.
You served us well Ron

If you are interested in service culture this is for you

If you are interested in service culture this is for you Well read interesting content

the narration was not suitable for the content.

I would have expected to a rich content with much more analysis how going extra mile in customer service would change the attitude of the customer but what I received is a set of best practices : do this and do that so you will be successful work your business.