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.
In this summary, you will learn
- Why good customer service is more and more on the decline,
- How companies provide “uplifting service,” and
- What five steps can improve your customer service.
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.
Comment on this summary
3 years agoI had the privilege to work with Ron Kaufman and it's amazing how practical is his methodology. This book is very good if you want to understand your business and your customers and if you want to build a long term service culture in your organization.
5 years agoi like the pavlovs dog analagy, very good. robin shama says nothing fails like success. once yiou reach the top/success people tend to forget who or what got them there to start off with. and this abstract relates to that for me.
5 years agoThe author reminds us that common sense is a valuable tool. I enjoy the concept of building a service culture through language as many adverts today all rely on catch phrases...so let's find that winning catch phrase for each of our teams. Like Pavlov's Dog, everytime they hear the phrase, the values and common sense of good service are reminded.
5 years agovery true, this author cuts to the core of the problem