UP Your Service! (Paperback)

~ (Author) "To get your service UP!..." (more)
Key Phrases: transaction satisfaction, service mindsets, spectacular service, Raffles Hotel, Singapore Airlines, New York (more...)

Editorial Reviews

Review

Read this book before your competitors do! And then give it to all your managers to read. Every chapter is loaded with enough common sense and good ideas to pay you back 1,000 times. -- Todd Lapidus, President, Customer Contact Corporation

Ron Kaufman gets my vote as the best of the best Customer Service writer, thinker and presenter in the world today. -- Mark Victor Hansen, Co-author best-selling Chicken Soup for the Soul

Ron Kaufman writes like he teaches. Up Your Service! is fast-paced, upbeat and action-oriented for easy translation from concepts to useful application. It is sprinkled with relevant examples of service we encounter in our everyday lives with firms we know some only too well!

This book contains a generous dose of Rons humorous yet impactful approach. Like attending one of Rons presentations, it makes you want to get up immediately and do something about improving the service level you and your company provide.

Knowing Ron, he is not going to be satisfied if you only read his book. Hell want to see you out there actually Upping Your Service! -- Sim Kay Wee, Senior Vice President, Europe, Singapore Airlines

Product Description

Whats going UP?

Quality service, excellent service, world-class, tip-top, red-carpet service. Impeccable, unbelievable, spectacular service.

Everyone is talking about SERVICE. Heres 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!

Packed with practical examples, high-value learning and hundreds of new ideas to help you:

* Build a mindset and a toolset to bring your service UP!
* Develop a service culture that sizzles and succeeds
* Apply proven techniques to get closer to your customers
* Polish your perception points to create positive impressions
* Leverage customer value dimensions for long-term profits
* Achieve surprising and unbelievable! service standards
* Increase customer loyalty with effective service recovery
* Discover the hidden power in service guarantees
* Enjoy the results and winning reputation you deserve

See all Editorial Reviews

Product Details

• Paperback: 300 pages
• Publisher: Ron Kaufman Pte Ltd (March 1, 2000)
• ISBN-10: 981042132X
• ISBN-13: 978-9810421328
• Product Dimensions: 8.9 x 5.9 x 0.9 inches
• Shipping Weight: 1.4 pounds
• Average Customer Review: 5.0 out of 5 stars  See all reviews (12 customer reviews)
• Amazon.com Sales Rank: #1,678,038 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

2 of 2 people found the following review helpful:

5.0 out of 5 stars Practical, Effective & Creative, June 22, 2000

By	Koo Hang Boon (Mr.) - AwesomeLife.Com (Malaysia And Singapore) - See all my reviews

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, March 8, 2000

By	Penny KOTHE - See all my reviews

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, July 4, 2000

By	David Savage, Founder & Director - Pacifi... (Hong Kong) - See all my reviews

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.