Entrepreneur's Bookshelf: 300 Pages Revamping Service As You Know It

“The best way to find yourself is to lose yourself in the service of others.”- Mahatma Ghandi

The Book

Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet

Author

Ron Kaufman, The Founder of Up! Your Service, is the world's premiere thought-leader, educator, and motivator for uplifigint customer service and building service cultures.

Twitter

All aboard! The new world of service in Uplifting Service from @upyourservice. Review coming soon.

— Rescue A CEO (@RescueACEO) July 20, 2012

Gems

• Service is not just a reaction to a request. It's not a department that responds to complaints. Service is not a company policy. tit's not a standard procedure. Service is greater than that–it's a gateway to fulfillment, satisfaction, and delight. It's a curiosity to listen intently and appreciate others, a commitment to taking action and creating value.
• Uplifting Service Champions choose a different approach, taking responsibility for difficult situations–and taking actin to improve them. They solve problems that arise every day, and then look for more problems to solve.
• To find out what your customers really think and feel, start by genuinely asking for their feedback and suggestions. Many people have learned that standard surveys yield little response, and many dedicated hotlines are ice-cold. Make it clear that your customer's complaints, compliments, and comments will not only be collected and counted; they will be carefully studied, appreciated, and valued.

Summary

Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet by Ron Kaufman explores customer service and it's impact.  The 318 page book is organized in 5 sections, but Kaufman explores the current state (and problem)  with customer service. The book uses case studies to explore successful examples of customer service like Singapore. Overall a good thorough read on customer service and is a good book for entrepreneurs and business owners that are growing their ventures and want to do it in the correct way.