The driving force of a service-focused culture is a group of inspired leaders who are convinced of and committed to the long-term value of service excellence. Learn how the leadership team can build the alignment needed to embrace a common service vision and the actions required to make that vision a reality.
At the core of a service-focused company are strong internal and external partnerships. Listen to practical steps and easy-to-learn techniques that teams, cross-functional groups, internal service departments, and others can use to immediately get more cooperation from – and alignment with – the business relationships that matter the most.
Providing superior service is essential to continued success in a competitive world but toomany executives still regard service as “the fuzzy stuff” – they don’t know how to measure, manage or make it happen on a companywide scale. Watch and learn specific action steps you can take to fly over customers’ rising expectations and immediately improve the quality of service delivered at all levels of the company.
In a world where customers and staff have increasing options, companies with a powerful service reputation and an Uplifting Service culture are attracting and retaining the best talent, achieving market leadership and enjoying sustainable success. In fact, building a service-focused culture today is no longer an option — it’s a competitive necessity. This session provides senior executives with the opportunity to step back and answer the question, “Is the service culture that exists in my company today providing me with a strong competitive advantage for tomorrow? If so, what can I do to keep it growing stronger? And if not, what can I do to make it better right now?” Packed with case studies and best practice examples from companies around the world, Capturing The Power Of A Superior Service Culture shows you why some organizations succeed beautifully – and others fail miserably. Participate in this presentation to find out what works, what doesn’t, what your organization should do, and what you must avoid.
Key Learning Points:
• Why an Uplifting Service culture earns you a sustainable advantage.
• How to engineer your service culture with a proven three-part architecture and implementation roadmap.
• How to align The 12 Building Blocks of Service Culture™ to get more impact from the activities you are already doing.
• How to track, improve and measure the value of your service culture.
• Why a weak service culture leads to more complaints, lower margins and higher staff turnover – and how you can avoid these problems.
I carry with me each day lessons and behaviors I have learned from Ron Kaufman. He greatly helped us at Motorola with our Service Culture. What is really exciting is that we now have a common language and framework about the subject of service and how we can improve it together.
Your articles have always provoked some thought or other, provided me a link to some uncompleted chain of thought, and your style in presenting complex problems and issues in such a simplified manner is stupefying to someone like me. Now, that is a skill worthy of acquiring. Thank you!
Motorola
- May 04 2011
Ron gave a great presentation. The evaluation was a tabulation of scores based on presentation, speaker and content -- He scored one of the highest with 9.5 out of 10 for all three categories.
SAP Software
- May 04 2011
Thank you, Ron, for the wonderful workshop you gave to teachers yesterday. It had some memorable gems for us all. I enjoyed it immensely. You are a dynamic and entertaining presenter to boot. I sat right in front by choice and shook your hand after the workshop. I will now extend my hand to others and share with them what you have taught me.
Ministry of Education
- May 04 2011
Thank you for being so flexible and magnanimous in your dealings with us. We are happy that we will have an opportunity to work with you. We are now in the process of drawing up the program and look forward to your leadership and full participation.
Ministry of Education
- May 04 2011
Dear Ron, you blew our socks off! The congress delegates gave you the highest rating in our evaluation/feedback forms. Thank you for your outstanding contribution to the success of our congress.
Asia Pacific Life Insurance Congress
- May 04 2011
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