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Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet [Kindle Edition]

Ron Kaufman
4.9 out of 5 stars  See all reviews (117 customer reviews)

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Book Description

New York Times Bestseller Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet

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 clichés 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?

New York Times bestselling author Ron Kaufman knows the answer to this question, and not only believes we can do it better, but shows us how. In Uplifting Service he takes you on a journey into a new world of service that is guided by fundamental principles and actionable models. After more than two decades helping leaders transform their service cultures, Kaufman has discovered that while each successful team is different, the architecture they apply to build an uplifting service culture is the same.

In this New York Times, USA Today, and Amazon.com bestselling 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.



Editorial Reviews

Review

"Ron Kaufman has pinpointed a massive wound in society, and offers a strategy on how to uplift the world around us. For mankind, it's transformational. For business, it's a clean and clear path to a sustainable competitive advantage. This book is long overdue, and will certainly create a legendary shift." --Thomas Moran, Director, Customer and Partner Experience, Microsoft Operations

"Uplifting Service is a much needed breath of fresh air for our troubled times. Service authority Ron Kaufman has distilled his global perspective into a blue print for delighting customers. This is a critical skill now that social media has amplified customer's voices many times over. If you have customers you must read this now." --Stephen M. R. Covey and Greg Link, Bestselling Authors of Smart Trust

"Read this book, apply the steps. Watch your culture transform and your perspective on service change forever. Ron Kaufman has unlocked the mystery of service. Get ready for a magnificent journey into a new world." --Marshall Goldsmith, Bestselling Author of What Got You Here Won't Get You There

"Uplifting Service gets to the bottom of what every great business should be, and then uplifts it. Ron's message is timely and the architecture he provides for building a service culture is timeless. This is a necessary book for every business." --Ann Rhodes, Executive Vice President of Jet Blue and Bestselling Author of Built on Values

"Uplifting Service is one book every leader must read and every service provider should embrace as their guide. Read it, apply it, and then recommend your customers read it. This book will immediately elevate the value of your relationships. I have witnessed and walked on this proven path and have seen the results that follow. Now is the right time for you and your customers to experience this uplifting transformation as well." --Jagdish Ramaswamy, Chief Quality Officer, Wipro

"When it comes to delivering world class service, Ron Kaufman understands two things. First, providing exemplary service is an organization-wide, all hands process, not just smiles over the phone or isolated heroics. Second, he understands how to help organizations internalize this service paradigm until it becomes part of their DNA and their customer loyalty soars. In Uplifting Service, Ron provides a proven and practical roadmap for making this happen." --Richard Whiteley, Bestselling Author of Customer Driven Growth

"Uplifting Service reveals the 'big picture' and the power of service today. Ron Kaufman gives every company the tools to build a client base of Raving Fans!" --Ken Blanchard, New York Times Bestselling Author of The One Minute Manager and Gung Ho!

"I've seen the corporate landscape evolve. And I've seen many aspects remain static - unchanged but not unchangeable. Ron Kaufman shows us how we can evolve with his book, Uplifting Service. This is the ultimate goal: to elevate and rise above yesterday." --Warren Bennis, Bestselling Author of Still Surprised: Memoir of a Life in Leadership

"In Uplifting Service, Ron Kaufman convincingly reveals why the right kind of service can transform your business, and he also provides a detailed and easy-to-follow blueprint. Every CEO, manager and employee who provides service to others should not only read this book, but use it as an ongoing reference." --Adrian Gostick and Chester Elton, Bestselling Authors of The Carrot Principle and All In

Review

"Ron Kaufman has pinpointed a massive wound in society, and offers a strategy on how to uplift the world around us. For mankind, it's transformational. For business, it's a clean and clear path to a sustainable competitive advantage. This book is long overdue, and will certainly create a legendary shift." --Thomas Moran, Director, Customer and Partner Experience, Microsoft Operations

"Uplifting Service is a much needed breath of fresh air for our troubled times. Service authority Ron Kaufman has distilled his global perspective into a blue print for delighting customers. This is a critical skill now that social media has amplified customer's voices many times over. If you have customers you must read this now." --Stephen M. R. Covey and Greg Link, Bestselling Authors of Smart Trust

"Read this book, apply the steps. Watch your culture transform and your perspective on service change forever. Ron Kaufman has unlocked the mystery of service. Get ready for a magnificent journey into a new world." --Marshall Goldsmith, Bestselling Author of What Got You Here Won't Get You There

"Uplifting Service gets to the bottom of what every great business should be, and then uplifts it. Ron's message is timely and the architecture he provides for building a service culture is timeless. This is a necessary book for every business." --Ann Rhodes, Executive Vice President of Jet Blue and Bestselling Author of Built on Values

"Uplifting Service is one book every leader must read and every service provider should embrace as their guide. Read it, apply it, and then recommend your customers read it. This book will immediately elevate the value of your relationships. I have witnessed and walked on this proven path and have seen the results that follow. Now is the right time for you and your customers to experience this uplifting transformation as well." --Jagdish Ramaswamy, Chief Quality Officer, Wipro

"When it comes to delivering world class service, Ron Kaufman understands two things. First, providing exemplary service is an organization-wide, all hands process, not just smiles over the phone or isolated heroics. Second, he understands how to help organizations internalize this service paradigm until it becomes part of their DNA and their customer loyalty soars. In Uplifting Service, Ron provides a proven and practical roadmap for making this happen." --Richard Whiteley, Bestselling Author of Customer Driven Growth

"Uplifting Service reveals the 'big picture' and the power of service today. Ron Kaufman gives every company the tools to build a client base of Raving Fans!" --Ken Blanchard, New York Times Bestselling Author of The One Minute Manager and Gung Ho!

"I've seen the corporate landscape evolve. And I've seen many aspects remain static - unchanged but not unchangeable. Ron Kaufman shows us how we can evolve with his book, Uplifting Service. This is the ultimate goal: to elevate and rise above yesterday." --Warren Bennis, Bestselling Author of Still Surprised: Memoir of a Life in Leadership

"In Uplifting Service, Ron Kaufman convincingly reveals why the right kind of service can transform your business, and he also provides a detailed and easy-to-follow blueprint. Every CEO, manager and employee who provides service to others should not only read this book, but use it as an ongoing reference." --Adrian Gostick and Chester Elton, Bestselling Authors of The Carrot Principle and All In


Product Details

  • File Size: 775 KB
  • Print Length: 331 pages
  • Publisher: Evolve Publishing, Inc. (May 17, 2012)
  • Sold by: Amazon Digital Services, Inc.
  • Language: English
  • ASIN: B00817LIR8
  • Text-to-Speech: Enabled
  • X-Ray:
  • Lending: Enabled
  • Amazon Best Sellers Rank: #175,696 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Customer Reviews

Most Helpful Customer Reviews
20 of 22 people found the following review helpful
5.0 out of 5 stars Looking at SERVICE in a whole new way May 16, 2012
By Heather
Format:Paperback
As a small business owner, I like to think that I have the area of service covered, but what I've learned in this book is that Service (with a capital 's') is much more than just responding to emails quickly and being nice to my customers. This book challenges me to uplift my service and integrate a service culture into every part of my company and my BEING. I have learned specific tools to not only run a more successful business, but also be a better person. That was unexpected from a "customer service" book. I highly recommend this book to anyone looking to build better relationships professionally and personally and raise themselves and their businesses to the next level.
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17 of 19 people found the following review helpful
Format:Paperback
If you know Ron Kaufman as I do (full disclosure: Ron and his company, "Up! Your Service" are clients of mine), then you'll hear his voice in every paragraph of this book - passionate, inspiring, knowledgeable, experienced, and above all, practical. Ron writes about customer service the same way he lives his life: all in.

Whether you're the CEO, CMO (or even the CFO) of a multinational working to stay at the top of your customer service game, an SVP trying to rein in the bureaucracy that's killing your customer service levels, or a business owner wanting to retain the nimbleness and flexibility your small business has made into a competitive advantage, either way, this book is for you.

Written in a distinctive, enjoyable style, filled with you-are-there case studies, and peppered throughout with immediately actionable advice, you'll find yourself returning to the text over and over, highlighting key concepts and scribbling furiously in the margin (or making notes in your Kindle version).

My advice? Don't just get one copy - buy a copy for every executive in your business who is responsible for customer service. You won't regret it, and it might just revolutionize your business.
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12 of 13 people found the following review helpful
Format:Paperback
I became a fan of Ron Kaufman after reading an earlier book of his years ago following terrific presentation I attended while doing business in Singapore. I was really impressed at how this American ex-pat was able to connect with his international audience in such a free, humorous and easy manner. The lessons were profoundly universal; the manner remarkably relatable.

Now, with his new best-selling book "Uplifting Service," Ron Kaufman has taken his practical, relevant and actionable lessons to a terrific new level. Far from the academic approach taken by other customer service "experts", Kaufman weaves his lessons through both experience and allegory, best-practice and worst-case, real-world and relatable, memorable scenarios that make the lessons come alive. And isn't the point of lessons to be remembered so they can be acted upon? He is both a master story-teller and well-verse businessman helping the reader to understand, not just the meaning, but the ramifications of both action and inaction.

In "Uplifting Service" Kaufman promises to help readers "delight their customers." I have no doubt that his lessons will result in such a reaction on your company's front-line, but in relating them in this terrific book, Kaufman has succeeded in delighting his readers as well.

David Avrin - The Visibility Coach
[...]
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10 of 11 people found the following review helpful
5.0 out of 5 stars An important reminder May 22, 2012
Format:Paperback
Another great book from Ron whose passion is carried throughout the book. Uplifting Service will take you on a journey into a new world of service. It's a paradigm shift that crushes the old cliché's. The book shows any business, leader, or individual how to build a sustainable competitive advantage through service.
Andrew Grant (author "Who Killed Creativit?") CEO Tirian
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7 of 7 people found the following review helpful
5.0 out of 5 stars User-friendly and...Uplifting! October 11, 2013
Format:Paperback|Verified Purchase
I found Ron Kaufman's book to be perfectly aligned with the service-challenged times we live in.

First, Ron does an exquisite job of melding carefully documented real-world examples with a refreshing touch of self-motivation. That is, be all you can be through the service of others. A compelling charge that carries benefit not only to the reader but any organization on the receiving end of such an initiative.

Second, Ron's thoughtful approach provides a clear and workable blueprint that can be easily implemented, measured and expanded upon. He takes the complex and cooks it down to a memorable path that leads to actionable directives. To make the book further flow are the well-placed observations from his friend, Todd Nordstrom who visits Ron in Singapore and, throughout the book experiences a number of service related "ah-ha's!" first hand that help reinforce key points.

Uplifting Service is truly user-friendly due to Ron Kaufman's ability to integrate no-nonsense business strategies with true-life problem-solving situations and stories that effectively segue with "above and beyond" winning service.

In short, this book is a joy to read as well as experience. Highly recommended!
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12 of 14 people found the following review helpful
5.0 out of 5 stars Paramount to Education May 22, 2012
Format:Paperback
Uplifting Service is a "must read" for every parent, aspiring teacher, classroom teacher, school principal, and district superintendent who cares about creating school communities that uplift their children, families, and employees.

Ron Kaufman's work is paramount to transforming the way we think about our Public Service of Education in America. Our K-12 educational system needs to recognize that studying and teaching service, is key to everyone's success, and our collective future.

"Service is your dedication to caring about other people, secure in the knowledge that you get more for yourself when you create for others what they appreciate, respect, and value". ~Ron Kaufman
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Most Recent Customer Reviews
5.0 out of 5 stars Amazing book on service!
Ron Kaufman's book "Uplifting Service" is one of the best I've read. As a customer experience consultant myself, I'm always looking for new and fresh resources. Wow! Read more
Published 1 month ago by Christine Chen
5.0 out of 5 stars Thanks!
Just a quick note of Thanks for the incredible growth that I have experienced working with your book “Uplifting Service”. Read more
Published 2 months ago by Jerry T Williamson
5.0 out of 5 stars Brilliant book
Ron Kaufman is the man to learn from. The book is full of interesting stories and ideas about Service Quality Management and how you can implement his concepts in your business. Read more
Published 2 months ago by Ricardo
5.0 out of 5 stars Convinces you to have a service mindset and makes you feel good about...
Businesses are about serving customers. It is sad to see that the majority of business in the world consider 'serving' as a transaction. Read more
Published 5 months ago by Sudhanshu
5.0 out of 5 stars The "must read" book on customer service!
Uplifting Service should be compulsory reading for anyone in a customer service role (basically everyone). Read more
Published 7 months ago by Jodie Marquardt
5.0 out of 5 stars How to Meet the Needs of your Customers
Every customer wants something different when it comes to customer service, so how do you go about creating the ideal customer service for all of your clients? Read more
Published 7 months ago by Joanne Kaminski
5.0 out of 5 stars A Breath of Fresh Air
A highly practical, engaging and inspiring book that is relevant for all of us. Although the book is focused on business, the lessons apply to all areas of our life. Read more
Published 8 months ago by mark raymond
5.0 out of 5 stars A pilgrimage of unbelievable service quality
Unbelievable! - People who red this book know what I am talking about. Ron is using a very easy language to get to his customer. Read more
Published 8 months ago by Philipp Wienholt
5.0 out of 5 stars Excellent read!!!
Ron delivers not only what customer service is, but rather the path to creating a complete lifestyle that is "Service" oriented!! Everyone needs to read this book!
Published 10 months ago by Punt18
5.0 out of 5 stars Truly inspirational book
I found this book excellent.

On one hand it reads as an autobiography of a real globe trotter that has devoted most of life to adding value to other people. Read more
Published 10 months ago by Armando Almeida
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More About the Author

Ron Kaufman is author of the New York Times and USA Today bestseller, "UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet".

For over two decades Ron has helped companies on every continent build a culture of uplifting service that delivers real business results year after year. Making transformation his mission, Ron is one of the world's most sought-after educators, consultants, thought-leaders and customer service speaker in achieving superior service.

Any business can say the customer is king, and many spend a lot of time and money on incremental service improvement. But Ron understands the only reliable way for a company to achieve and maintain a competitive edge is to build a culture that empowers every employee to surprise and delight customers and colleagues with truly uplifting service.

Ron works with a successful clientele of government agencies and multinational corporations including Singapore Airlines, Xerox, Nokia Siemens Networks, Marina Bay Sands and Wipro. He 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. This methodology is easily customized to suit the unique needs of each organization, including all departments and team members from leadership to frontline.

Ron is a columnist at Bloomberg BusinessWeek. He is the author of 15 books on service, business and inspiration, including "UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet". He has been featured in The Wall Street Journal, The New York Times, and USA Today.

In "UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet", Ron's proprietary architecture for building an uplifting service culture is available in one comprehensive volume. Finally, leaders at all levels will have a blueprint for making uplifting service a part of everything they are and everything they do.

Find out why companies like Federal Express, Citibank, Singapore Airlines, Johnson & Johnson, Microsoft and ExxonMobil learn from Ron, and regularly bring Ron in-house an on-stage for their most important leadership and company events.



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