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.
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A unique perspective on service
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.
- Shyam Kumar
This is an uplifting book that walks its talk
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.
The clear articulation of what makes one guarantee meaningless, and another one really meaningful.
Enthusiasm and clarity that match the author's.
Service Can Transform the World.