Ron Kaufman

Speaker, L&D


Ron Kaufman

Customer Experience & Service Culture Expert | Bestselling Author

Ron Kaufman helps companies on every continent build a culture of uplifting service that delivers real business results. Making transformation his mission, Ron is one of the world’s most sought-after thought leaders and experts on achieving superior service. With a clientele of government agencies and multinational corporations including Singapore Airlines, Xerox, Nokia Siemens Networks, and Wipro, Ron delivers powerful insights and global best practices, enabling organizations to gain a sustainable advantage through service.

Ron’s methodology includes a set of proven service principles, leadership rules, culture-building blocks, and implementation roadmaps that apply effectively across all industries and cultures. He is also the founder of UP! Your Service, a company that enables leaders and organizations to build Uplifting Service cultures for sustainable advantage.

A regular columnist at Bloomberg Businessweek, he is the author of The New York Times bestselling book Uplifting Service! The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet, and 14 other books on service, business and inspiration. He has been featured in The Wall Street Journal, The New York Times, and USA Today.

He is a graduate of Brown University, USA with studies in France, London, and Berkeley, California.


Uplifting Service: Exceeding Customer Expectations one Action at a Time

  • In today’s global economy, customer expectations in almost every industry are rising. What was once considered a perk, bonus or plus is now a promise clients expect – and even demand – time and again.  And while everyone may agree that providing superior service is essential to continued success in a competitive world, too many executives still regard service as “the fuzzy stuff” they don’t know how to measure, manage or make happen on a company-wide scale.

Uplifting Service is an entertaining and interactive presentation that shows everyone from the C-suite to the front lines specific actions and concrete steps to fly over customers’ rising expectations and immediately improve the quality of service delivered at all levels of the company. Packed with real-life examples, powerful principles and tried-and-true techniques, this session will educate, motivate and inspire everyone on your team to take new action now.

Key Learning Points:

  • The secret to seeing the world from your customers’ point of view.
  • The six proven steps to going from “basic” to “unbelievable” service.
  • Transforming complaints into opportunities, creating positive word of mouth and      valuable customers for life.
  • Three strategies and tactics for managing customer expectations.
  • Bouncing your way back through service recovery.
  • Shifting from blame, shame and justification to taking personal responsibility.

Leading the Service-Focused Culture: Creating Superior Service from the C-Suite

A superior service culture does not happen by accident but instead requires committed managers willing to walk their talk – and motivated staff inspired to deliver on-the-spot service daily. But beyond this, the driving force of a service-focused culture is a group of inspired leaders who are convinced of, and committed to, the long-term value of Uplifting Service.

Leading The Service-Focused Culture facilitates your senior leadership team in building the alignment needed to embrace a common service vision – and then take the actions required to make that vision a reality. In this hands-on session, participants review the culture-building activities currently in use in the organization; identify opportunities for new service initiatives; learn best practices for becoming a service-focused culture and commit to taking action to align and strengthen the service focus.

Key Learning Points:

  • Best practices for engaging everyone from the top down in a continuous cascade of positive actions for Uplifting Service culture.
  • Quantifying benefits of a service culture in terms of customer experience, competitive positioning, talent development and business results.
  • Choosing compelling language to create an engaging service vision.
  • Communicating the vision effectively with all service providers.
  • Creating the alignment and service commitment to help cross functional teams communicate more effectively with each other and within their own departments.

Capturing the Power of a Superior Service Culture: Creating a Sustainable Competitive Advantage

In a world where customers and staff have increasing options, companies with a powerful service reputation and an Uplifting Service culture are attracting and retaining the best talent, achieving market leadership and enjoying sustainable

success. In fact, building a service-focused culture today is no longer an option—it’s a competitive necessity. This session provides senior executives with the opportunity to step back and answer the question, “Is the service culture that exists in my company today providing me with a strong competitive advantage for tomorrow? If so, what can I do to keep it growing stronger? And if not, what can I do to make it better right now?”

Packed with case studies and best practice examples from companies around the world, Capturing The Power Of A Superior Service Culture shows you why some organizations succeed beautifully – and others fail miserably. Participate in this presentation to find out what works, what doesn’t, what your organization should do, and what you must avoid.

Key Learning Points:

  • Why an Uplifting Service culture earns you a sustainable advantage.
  • How to engineer your service culture with a proven three-part architecture and implementation roadmap.
  • How to align The 12 Building Blocks of Service Culture to get more impact from the activities you are already doing.
  • How to track, improve and measure the value of your service culture.
  • Why a weak service culture leads to more complaints, lower margins and higher staff turnover – and how you can avoid these problems.

Leading from the Top: The Service Leadership Workshop

Audience: Senior Leadership and Executive Teams
Duration: 1 or 2 days

The Service Leadership Workshop is a highly interactive event, proven successful in a wide range of organizations, industries and cultures around the world. In this workshop, members of your top team will build alignment with each other, embrace a common service vision, and commit to take action as role models for superior service.


Workshop Objectives

The Service Leadership Workshop is conducted to achieve the following essential objectives:

  1. Explore and articulate your service vision. Choose appropriate language to communicate effectively with all service providers throughout your organization.
  2. Create alignment among all members of the leadership team. Engage everyone in the process of discussing, debating and ultimately agreeing on the need for a superior service culture.
  3. Identify and quantify the benefits of a superior service culture in terms of customer experience, competitive positioning, talent development and business results.
  4. Understand the fundamental principles and key learning points in UP! Your Service College courses.
  5. Discover how a common service language will help you and your team communicate more effectively with each other, and with other departments.
  6. Learn best practices for building a superior service culture from leading organizations in your industry and others around the world.
  7. Evaluate your current culture building activities in twelve essential categories. Identify areas for improvement to increase effectiveness in each category.
  8. Establish responsibilities and set priorities for action to increase staff engagement and build a stronger service culture.
  9. Commit to becoming a service role model in your organization, reinforcing superior service skills, attitudes and motivation through your behavior every day.

 

Key Benefits

Discover fundamental service principles to raise service levels and improve customer experience at every point of contact. Take away proven strategies, best practices, guidelines and techniques to build and reinforce a superior service culture in 12 essential areas. Align the culture building activities currently in use throughout your organization. Identify opportunities for new culture building initiatives, upgrades and improvements. Prioritize activities and develop practical action plans for best results.

 

Workshop Topics and Agenda

Session One

Superior Service Cultures

  • Benefits for your customers
  • Benefits for your staff
  • Benefits for your business

Confused vs Aligned Culture

  • History vs the Future
  • Costs and consequences
  • Building synergy for results

UP! Your Service College Courses

  • Achieving Superior ServiceTM
  • Building Service PartnershipsTM
  • Increasing Customer LoyaltyTM


Session Two

Clear Service Vision

  • Articulate, discuss and embrace an engaging service philosophy

Service Recruitment

  • Attract, develop and retain the right service talent

New Staff Orientation

  • Make a powerful first impression for new service team members

Service Communications

Reinforce service commitment with meetings, media, rituals and traditions


Session Three

World Class Service Education

  • Fundamental service principles
  • Key learning points
  • Application on the job
  • Closing the loop with actions

Service Rewards and Recognition

  • Motivate the right service behaviors

Voice of the Customer

  • Capture the value in complaints, compliments and suggestions

Service Measures and Metrics

  • Track satisfaction, loyalty and service performance


Session Four

Service Improvement Process

  • Apply proven strategies to upgrade external and internal service

Service Recovery and Guarantees

  • Handle difficult situations, turning service mistakes into opportunities

Service Benchmarking

  • Learn from global best practices inside and outside your industry

Service Role Modeling

  • Inspire staff with personal behavior

 

Flexible Workshop Delivery

Schedule shown for a one-day workshop featuring:

  • An introduction to the courses in UP! Your Service College
  • Twelve Service Culture Building Blocks: review and evaluation
  • Team and individual action planning

 

Two-day workshops enable deeper understanding of essential service principles, better opportunity for team alignment, and more time to plan culture building action steps.

Achieving Superior Service

Audience: Service Professionals at all levels in the organization
Duration: 1 or 2 days

Achieving Superior Service teaches fundamental service principles to raise service levels and improve the customer experience at every point of contact. In this essential two-day course, participants learn a common service language and apply proven techniques to quickly solve service problems and boost service performance.


Program 101:
Stepping UP!

You can achieve the highest levels of service

Learning Objectives

  • Recognize different levels of internal and external service
  • Understand why service must continuously improve to maintain customer satisfaction
  • Commit to upgrading service performance
  • Identify specific action steps to improve

Program Contents

  • Understand the Six Levels of Service
  • Appreciate rising customer expectations
  • Discover why today’s standards are not good enough for tomorrow
  • Learn to set service improvement goals
  • Develop team and personal action plans

 

Program 102: Perception Points

Improving your service transactions

Learning Objectives

  • Map the flow of your service transactions
  • Identify key internal and external perception points
  • Apply the Six Levels of Service to all perception points
  • Create action steps to upgrade key points in all five senses

Program Contents

  • Learn how to map out service transactions
  • Discover how customers perceive your service
  • Understand the power in ‘moments of truth’
  • Identify your service vulnerabilities
  • Commit to specific improvements

 

Program 103: The Big Picture™

The experience your customers value

Learning Objectives

  • Understand how customers get service value from your organization
  • Identify key categories where you can increase service value
  • Evaluate the experience you currently deliver and set goals for the future
  • Create plans to add more value in each category

Program Contents

  • Discover the four value categories: primary product, delivery systems, service mindset and ongoing relationships
  • Learn proven techniques to boost your performance in each category
  • Identify practical steps to add service value now

 

Program 104: Uplifting Service Champions™

Taking responsibility for service

Learning Objectives

  • Discover the Five Styles of Service
  • Identify which styles of service are appropriate at different times
  • Learn why blame, shame and excuses are poor responses to service problems
  • Take personal responsibility for service improvement with specific action plans

Program Contents

  • Experience the Five Styles of Service in action
  • Learn which styles are best for you and your customers
  • Eliminate blame, feeling shame and making excuses
  • Take personal responsibility to upgrade your service and uplift your service culture

Achieving Superior ServiceTM features these fundamental service principles and key learning points:

 

Build and use a common service language

UP! Your Service builds a common service language throughout all levels in your organization and among internal and external service providers.

This means everyone understands and applies the same service principles in their work every day. This common service language is essential to building a superior service culture.

A common service language enables your staff to communicate easily and quickly address a wide range of service situations.

 

Proven methodology

To ensure consistently high quality learning, UP! Your Service features video-based instruction with Ron Kaufman, the world’s leading educator and motivator for uplifting customer service.

Certified Course Leaders provide relevant service examples, lead customized exercises and facilitate group discussions.

This approach guarantees engaging and effective programs with easy application of key learning points and practical action steps for everyone.

Achieving Superior ServiceTM includes four half-day programs usually conducted over two consecutive days. These programs may also be conducted in half-day sessions to suit your operational needs.