Strategies and Action Steps to Delight Your Customer Now! The #1 best-seller! Ron Kaufman captures what it takes to get your service going UP! 137 photos and graphics make every learning point attractive and easy to understand. More than 200 industry and award-winning best-practices. Every page is packed with examples and ideas you can put to work today. Guaranteed to keep the pages turning and keep you and your team learning! "Ron Kaufman gets my vote as the best-of-the-best Customer Service writer and presenter in the world today" - Mark Victor Hansen Co-author of best-selling Chicken Soup for the Soul
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Review
This book makes you want to get up immediately and do something to improve your level of service. --Sim Kay Wee, SVP Singapore Airlines
When I picked up UP Your Service! , the first thing that struck me was how thick the book was: 250 pages and more! I wondered if service quality as a subject needed so many pages to get the core ideas across. But once I began to read the book, my doubts vanished. I realized that this book has a unique style designed to educate and entertain the reader. I am impressed by just how enjoyable it is to read and learn from this book. The book s volume is partly due to the easy-to-read format with illustrations and photographs, with plenty of reinforcements to drive home the key learning points. Many management authors tend to expound arcane concepts in their books, and yet expect their readers to retain what they have read. I didn't find this in Kaufman s book. Instead, Kaufman presents concepts and ideas with easy-to-remember photographs, graphics and diagrams. UP Your Service! is really written for the busy executive, as it gets its messages across very quickly. The reader need not plough through loads of theory before learning a useful lesson in service. Kaufman uses real-life stories, making it easy for the reader to understand the principles behind good service. For example, to illustrate the concept of service cycles, he uses events such as planning a wedding and buying insurance, experiences which most people go through at some point in their lives and can therefore relate to. At the same time, Kaufman illustrates his book more than 200 with real-life case stories from companies most of us have heard of, including Raffles Hotel, Apple Computer, Singapore Airlines, Federal Express, Microsoft and so on. Kaufman has also made his content current by including stories about dot.com companies such as Amazon.com, eBay, Streamline and The Motley Fool in line with the emergence of successful dot.com companies against a traditional, bricks-and-mortar market space. Kaufman has his own unique service quality lingo and is adamant about drilling these definitions into your understanding of quality service. In the book, Kaufman defines ideas in layperson terms, and then presents action-oriented and easy-to-understand case studies to bring those definitions into focus. For example, for the definition of value dimensions , Kaufman presents a total of 83 easy-to-understand values, including "Power source: solar, oil, gas, hydro, wind, battery, human". Kaufman seems to excel at presenting details to the infinite degree, with every intention of leaving no learning detail to chance, yet does so in a very readable, friendly way. In closing, Kaufman takes service to a deeply personal level, inspiring readers to undertake social and selfless service to others, such as volunteering at community organizations, making donations, assisting neighbors and so on. It is heartening to see management concepts applied to other aspects of life. Kaufman encourages readers to see charitable acts, such as organ donation, as an act of service to others, a refreshing perspective and noble thought. --Seamus Phan, Author, Enlightened Service
When I picked up UP Your Service! , the first thing that struck me was how thick the book was: 250 pages and more! I wondered if service quality as a subject needed so many pages to get the core ideas across. But once I began to read the book, my doubts vanished. I realized that this book has a unique style designed to educate and entertain the reader. I am impressed by just how enjoyable it is to read and learn from this book. The book s volume is partly due to the easy-to-read format with illustrations and photographs, with plenty of reinforcements to drive home the key learning points. Many management authors tend to expound arcane concepts in their books, and yet expect their readers to retain what they have read. I didn't find this in Kaufman s book. Instead, Kaufman presents concepts and ideas with easy-to-remember photographs, graphics and diagrams. UP Your Service! is really written for the busy executive, as it gets its messages across very quickly. The reader need not plough through loads of theory before learning a useful lesson in service. Kaufman uses real-life stories, making it easy for the reader to understand the principles behind good service. For example, to illustrate the concept of service cycles, he uses events such as planning a wedding and buying insurance, experiences which most people go through at some point in their lives and can therefore relate to. At the same time, Kaufman illustrates his book more than 200 with real-life case stories from companies most of us have heard of, including Raffles Hotel, Apple Computer, Singapore Airlines, Federal Express, Microsoft and so on. Kaufman has also made his content current by including stories about dot.com companies such as Amazon.com, eBay, Streamline and The Motley Fool in line with the emergence of successful dot.com companies against a traditional, bricks-and-mortar market space. Kaufman has his own unique service quality lingo and is adamant about drilling these definitions into your understanding of quality service. In the book, Kaufman defines ideas in layperson terms, and then presents action-oriented and easy-to-understand case studies to bring those definitions into focus. For example, for the definition of value dimensions , Kaufman presents a total of 83 easy-to-understand values, including "Power source: solar, oil, gas, hydro, wind, battery, human". Kaufman seems to excel at presenting details to the infinite degree, with every intention of leaving no learning detail to chance, yet does so in a very readable, friendly way. In closing, Kaufman takes service to a deeply personal level, inspiring readers to undertake social and selfless service to others, such as volunteering at community organizations, making donations, assisting neighbors and so on. It is heartening to see management concepts applied to other aspects of life. Kaufman encourages readers to see charitable acts, such as organ donation, as an act of service to others, a refreshing perspective and noble thought. --Seamus Phan, Author, Enlightened Service
When I picked up UP Your Service! , the first thing that struck me was how thick the book was: 250 pages and more! I wondered if service quality as a subject needed so many pages to get the core ideas across. But once I began to read the book, my doubts vanished. I realized that this book has a unique style designed to educate and entertain the reader. I am impressed by just how enjoyable it is to read and learn from this book. The book s volume is partly due to the easy-to-read format with illustrations and photographs, with plenty of reinforcements to drive home the key learning points. Many management authors tend to expound arcane concepts in their books, and yet expect their readers to retain what they have read. I didn't find this in Kaufman s book. Instead, Kaufman presents concepts and ideas with easy-to-remember photographs, graphics and diagrams. UP Your Service! is really written for the busy executive, as it gets its messages across very quickly. The reader need not plough through loads of theory before learning a useful lesson in service. Kaufman uses real-life stories, making it easy for the reader to understand the principles behind good service. For example, to illustrate the concept of service cycles, he uses events such as planning a wedding and buying insurance, experiences which most people go through at some point in their lives and can therefore relate to. At the same time, Kaufman illustrates his book more than 200 with real-life case stories from companies most of us have heard of, including Raffles Hotel, Apple Computer, Singapore Airlines, Federal Express, Microsoft and so on. Kaufman has also made his content current by including stories about dot.com companies such as Amazon.com, eBay, Streamline and The Motley Fool in line with the emergence of successful dot.com companies against a traditional, bricks-and-mortar market space. Kaufman has his own unique service quality lingo and is adamant about drilling these definitions into your understanding of quality service. In the book, Kaufman defines ideas in layperson terms, and then presents action-oriented and easy-to-understand case studies to bring those definitions into focus. For example, for the definition of value dimensions , Kaufman presents a total of 83 easy-to-understand values, including "Power source: solar, oil, gas, hydro, wind, battery, human". Kaufman seems to excel at presenting details to the infinite degree, with every intention of leaving no learning detail to chance, yet does so in a very readable, friendly way. In closing, Kaufman takes service to a deeply personal level, inspiring readers to undertake social and selfless service to others, such as volunteering at community organizations, making donations, assisting neighbors and so on. It is heartening to see management concepts applied to other aspects of life. Kaufman encourages readers to see charitable acts, such as organ donation, as an act of service to others, a refreshing perspective and noble thought. --Seamus Phan, Author, Enlightened Service
When I picked up UP Your Service! , the first thing that struck me was how thick the book was: 250 pages and more! I wondered if service quality as a subject needed so many pages to get the core ideas across. But once I began to read the book, my doubts vanished. I realized that this book has a unique style designed to educate and entertain the reader. I am impressed by just how enjoyable it is to read and learn from this book. The book s volume is partly due to the easy-to-read format with illustrations and photographs, with plenty of reinforcements to drive home the key learning points. Many management authors tend to expound arcane concepts in their books, and yet expect their readers to retain what they have read. I didn't find this in Kaufman s book. Instead, Kaufman presents concepts and ideas with easy-to-remember photographs, graphics and diagrams. UP Your Service! is really written for the busy executive, as it gets its messages across very quickly. The reader need not plough through loads of theory before learning a useful lesson in service. Kaufman uses real-life stories, making it easy for the reader to understand the principles behind good service. For example, to illustrate the concept of service cycles, he uses events such as planning a wedding and buying insurance, experiences which most people go through at some point in their lives and can therefore relate to. At the same time, Kaufman illustrates his book more than 200 with real-life case stories from companies most of us have heard of, including Raffles Hotel, Apple Computer, Singapore Airlines, Federal Express, Microsoft and so on. Kaufman has also made his content current by including stories about dot.com companies such as Amazon.com, eBay, Streamline and The Motley Fool in line with the emergence of successful dot.com companies against a traditional, bricks-and-mortar market space. Kaufman has his own unique service quality lingo and is adamant about drilling these definitions into your understanding of quality service. In the book, Kaufman defines ideas in layperson terms, and then presents action-oriented and easy-to-understand case studies to bring those definitions into focus. For example, for the definition of value dimensions , Kaufman presents a total of 83 easy-to-understand values, including "Power source: solar, oil, gas, hydro, wind, battery, human". Kaufman seems to excel at presenting details to the infinite degree, with every intention of leaving no learning detail to chance, yet does so in a very readable, friendly way. In closing, Kaufman takes service to a deeply personal level, inspiring readers to undertake social and selfless service to others, such as volunteering at community organizations, making donations, assisting neighbors and so on. It is heartening to see management concepts applied to other aspects of life. Kaufman encourages readers to see charitable acts, such as organ donation, as an act of service to others, a refreshing perspective and noble thought. --Seamus Phan, Author, Enlightened Service
From the Publisher
What's going UP? Quality service, excellent service, world-class, tip-top, red-carpet service. Impeccable, unbelievable, spectacular service.
Everyone is talking about SERVICE. Here's why! Delighted customers are more loyal, come more often, spend more money and tell their friends about you. That means more pleasure and more profits for you. Angry customers leave in a hurry, cancel orders, upset your staff and tell negative stories about you.
The benefits of your service going UP are clear. But how do you make it happen? This fun-to-read, easy-to-use book shows you clearly what to do, plus how to do it -- and why: proven strategies and practical action steps to successfully UP Your Service!
Get ready for a challenging and rewarding ride, packed with high-value learning and hundreds of new ideas. Buy the book and jump into the pages. Lets get your service going UP! --This text refers to an out of print or unavailable edition of this title.
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Most Helpful Customer Reviews
2 of 2 people found the following review helpful:
5.0 out of 5 stars
Practical, Effective & Creative,
By Koo Hang Boon (Mr.) - AwesomeLife.Com (Malaysia And Singapore) - See all my reviews
This review is from: UP Your Service! (Paperback)
Ron is one of the best Customer Service expert and guru in the Asia Pacific region, and perhaps the world. When I knew his book was coming out, I was wondering whether it will be as good or even better. I waited with much anticipation :)When I bought the book, even before I read it, I was already very impressed with the beautiful and striking design of the cover. Next, when I started reading, I was very relieved and delighted that Ron has managed to maintain his superb world-class quality in his writing as well. It took me only 2 days to finish reading the whole book, and guess what? I normally use a highlighter to highlight the important points in any book I read, and my copy of "UP Your Service" was almost completedly covered with highlights. Almost every point mentioned is so relevant and real. Apart from telling us what's wrong with most companies' customer service, Ron also tell us in very clear terms, what needs to be done to rectify them. It would not be an over-statement to say that this is one of the best book on "Customer Service" in the world. Read it yourself and you will see what I mean. Keep up the good work, Ron. *cheers*
2 of 2 people found the following review helpful:
5.0 out of 5 stars
A Refreshing Insight into Service,
This review is from: UP Your Service! (Paperback)
This book has got to be one of the most refreshing and useful books ever written on service! For the top level manager, or front-line cashier, it is packed with practical examples and easy to apply ideas.Want to know what your customers really think of you? What is important to them and how to give this to them? Read this book now. Illustrations, diagrams, examples, anecdotes all make this an easy to read, and easy to apply book that will ultimately help you to UP Your Service!
1 of 1 people found the following review helpful:
5.0 out of 5 stars
A solid foundation for customer service,
By
This review is from: UP Your Service! (Paperback)
Up your service will provide a rock solid foundation for virtually any customer service initiative. If you want to know how it should be done within your organisation, read it.
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Inside This Book
(learn more)
First Sentence:
To get your service UP! takes a lot of time and effort. Read the first page Key Phrases - Capitalized Phrases (CAPs): (learn more)
Raffles Hotel, Singapore Airlines, New York, Dell Computer, First Class, United Airlines New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
To get your service UP! takes a lot of time and effort. Read the first page Key Phrases - Capitalized Phrases (CAPs): (learn more)
Raffles Hotel, Singapore Airlines, New York, Dell Computer, First Class, United Airlines New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
This book cites 2
books:
- Swim with the Sharks Without Being Eaten Alive: Outsell, Outmanage, Outmotivate, and Outnegotiate Your Competition (Collins Business Essentials) by Harvey B. Mackay on page 149
- The One Minute Manager by Kenneth H. Blanchard on page 22
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