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Uplifting Service
The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet
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Recommendation
Today’s customers are angry and frustrated; they don’t feel heard. Service providers are equally annoyed by consumer complaints. Service expert Ron Kaufman teaches companies how to redefine customer service to wow their clienteles. Kaufman explains how to elevate service as a corporate mission from the top down. Leaders must define the firm’s purpose, take charge of their actions and inspire employees to build a foundation for service. Kaufman draws examples of exceptional customer service from a variety of organizations, including Google, Zappos and Singapore’s Changi Airport. While his light, breezy tone makes the book easy to read, some of his stories are a bit corny. Still, getAbstract recommends Kaufman’s advice to executives and managers, customer service professionals and anyone who deals with the public – which is just about everybody.
Take-Aways
About the Author
Author and consultant Ron Kaufman writes for Bloomberg Businessweek. Speaker Magazine named him one of the world’s “Top 25 Who’s Hot” speakers.
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