colleagues, commitment to deliver, customer’s expectations, effective processes, efficient delivery systems, employee productivity, extra-mile service, Fauzia Kerai Khan, Nokia, Ron Kaufman, Royal Vopak, service culture, service requirements, Siemens Networks, under promise over deliver, uplifting service, Uplifting Service: The Proven Path to Delighting Your Customers, Wipro, Xerox
Last week, we discussed the two issues highlighted by Ron Kaufman in his book Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet (2012) that are preventing the delivery of superior and uplifting service by organisations and consequently compromising employee productivity. These two issues are: an incorrect perception of service and the absence of basic principles and effective processes to guide service providers.
Kaufman also reveals five key elements that can help overcome these challenges and deliver uplifting service. These elements are based on the best practices of organisations such as Nokia, Siemens Networks, Royal Vopak, Xerox and Wipro among others.