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This happens WAY too often: Organizations invest millions in developing and training on new service procedures…
Only to see ZERO change in customer satisfaction.
Why? Because you CANNOT guarantee great service with procedures alone.
Different people value different things. Service delivered one way might delight one person and annoy the heck out of another.
So your team needs to understand the four styles of service. And they need to be EDUCATED and SUPPORTED to choose the correct style with each person they encounter.
Watch this excerpt from one of my keynotes to discover the Four Styles.
#customerexperience #training #customerservice #business #customerexperience
Ron Kaufman is an expert in Leadership Training, developing Customer Experience, and Customer Service Culture. He is also a renowned Keynote Speaker and New York Times Bestselling Author for the book “UPLIFTING SERVICE".
Ron and his team deliver powerful insights and global best practices, enabling organizations to gain a sustainable competitive advantage through service excellence. The methodology developed by Ron over decades includes a proven architecture of service principles, leadership rules, and internal service culture that apply across all industries and cultures.
For decades Ron has been leading a business consultancy that helps companies on every continent build a positive culture of uplifting service to deliver real business results. He focuses on creating productive, uplifting service experiences to inspire your customers, energize your team, and transform your service game.
Notably, Ron has uplifted teams at Google, Harvard Business School, Singapore Airlines, Changi Airport, General Motors, Johnson & Johnson, Coca-Cola, Marina Bay Sands, LUX* Resorts, Microsoft, PWC, FedEx, BMW, Adecco, American Express, JP Morgan, and more.
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