Book Summary

Uplifting Service is a comprehensive guide to providing exceptional service, fostering a culture of service excellence, and creating memorable experiences for customers, colleagues, and all stakeholders in a business.

Title, Author: Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet by Ron Kaufman

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Key Ideas or Arguments Presented

  • The importance of service excellence in today’s competitive environment
  • The role of leadership in fostering a culture of service
  • The need for continuous learning and improvement in service delivery
  • Strategies for turning complaints and feedback into opportunities for growth

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Chapter Titles or Main Sections of the Book

1. The New Service Culture

This chapter highlights the importance of creating a service-focused culture in organizations to stay competitive and meet the evolving needs of customers.

2. The Proven Path to Uplifting Service

The author introduces a proven framework for achieving service excellence, which includes seven essential elements: leadership, culture, learning, building, communications, recognition, and continuous improvement.

3. Leadership and Service Excellence

This section emphasizes the role of leaders in shaping a service-focused organization and how they can inspire and empower their teams to deliver outstanding service.

4. Building a Service Culture

This chapter discusses the key elements of a strong service culture and provides practical strategies for organizations to foster a culture of service excellence.

5. Learning and Development

The author outlines the importance of continuous learning and development in improving service delivery and maintaining a competitive edge.

6. Communications and Feedback

This section provides insights on effective communication, handling complaints, and using customer feedback as opportunities for growth and improvement.

7. Recognition and Reward

The author discusses the significance of recognizing and rewarding employees who exhibit exemplary service behaviors and contribute to the organization’s service excellence.

8. Continuous Improvement

This chapter emphasizes the need for ongoing improvement and innovation in service delivery, providing strategies for maintaining a competitive advantage in the marketplace.

Key Takeaways or Conclusions

  • Service excellence is crucial in today’s competitive environment.
  • Leadership plays a key role in shaping a service-focused organization.
  • A strong service culture is built on continuous learning and improvement.
  • Effective communication and feedback handling are essential for service excellence.
  • Recognizing and rewarding exemplary service behaviors drive organizational success.

Author’s Background and Qualifications

Ron Kaufman is an internationally recognized service excellence expert, speaker, and consultant. He has more than 25 years of experience working with global organizations, helping them achieve outstanding levels of service performance.

Comparison to Other Books on the Same Subject

Uplifting Service is comparable to books such as “The Service Profit Chain” by James L. Heskett, W. Earl Sasser Jr., and Leonard A. Schlesinger and “Delivering Happiness” by Tony Hsieh. While these books also focus on service excellence, Uplifting Service provides a more comprehensive and actionable framework for organizations to implement and improve their service delivery.

Target Audience or Intended Readership

This book is aimed at business leaders, managers, and service professionals seeking to improve their service delivery and create a culture of service excellence within their organizations.

Reception or Critical Response to the Book

Uplifting Service has received positive reviews for its practical and actionable insights, which have helped numerous organizations transform their service delivery and achieve service excellence.

Publisher and First Published Date

Uplifting Service was published by Evolve Publishing on May 15, 2012.

Recommendations (Other Similar Books on the Same Topic)

Where to buy

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Final Thoughts

Uplifting Service provides a comprehensive and actionable framework for organizations to achieve service excellence by fostering a service-focused culture, continuous learning and improvement, effective communication, and recognizing and rewarding exemplary service behaviors.