UP Your Service INSIGHTS: True Stories of Winners and Losers in the Quest for Superior Service NEW Amazing stories of spectacular service ­ and how you can do it, too. Real drama and trauma of service disasters ­ and what you must avoid. Key lessons and easy-to-apply learning points to motivate your staff, build your service culture, and keep your customers coming back for more.

Benchmark the best service innovations (Chapter 5:
Generating New Ideas)
Discover how to keep your customers happy, loyal and buying
more (Chapter 10: Building Up Your Business)
Find out who makes the biggest mistakes in service, and what
you must avoid (Chapter 13: The Infinite Absurdity Awards)
Plus many more uplifting insights on the spirit, language and
culture of superior service. Take a look!

Who wins? Who loses? It’s up to you! Come on! Join Ron Kaufman on an incredible trip around the world in the quest for superior service.

Read FREE samples from ALL 14 chapters now (as an Adobe Acrobat PDF) If you click on this link it will open in your web browser, you may also save the PDF document to your hard drive for later viewing and printing out by right clicking and saving the link to the PDF as a file on your computer. (If you don't have the Adobe® Acrobat® Reader™, click here)

UP Your Service INSIGHTS S$25 (US$18)
268+ pages. ISBN 981-04-5939-4
Includes 182 illustrations
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UP Your Service! NEW A smash best-seller! Ron captures what it takes to get your service going UP! Over 100 digital photographs. More than 200 company and industry best-practices. Every page packed with real examples and practical ideas you can use today. Guaranteed to keep your pages turning, and keep you learning...or your money back!

Read Chapter ONE now (as an Adobe Acrobat PDF) If you click on this link it will open in your web browser, you may also save the PDF document to your hard drive for later viewing and printing out by right clicking and saving the link to the PDF as a file on your computer. (If you don't have the Adobe® Acrobat® Reader™, click here)

Read book reviews

"Study this book! Ron Kaufman's strategies are innovative and comprehensive -- and they make sense the moment you read them. Let UP YOUR SERVICE! be your guide for implementing great customer service. If you act on just 10% of the strategies presented here, your bottom line will increase dramatically. Just imagine what could happen if you use them all! "
Harvey Mackay
New York Times bestselling author of "Swim With The Sharks" and
"Pushing The Envelope"

UP Your Service! S$25 (US$18)
300+ pages. ISBN 981-04-2132-X
Includes 137 photographs and 211 best practice examples
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Quality Service - LIVE! One of Ron's hottest presentations with a LIVE audience of 3,000 screaming fans. World-class education and motivation in a ninety-minute video that gets you pumped up and ready to serve. Terrific for team or staff meetings and fast training programs. Available in Video Compact Disc (VCD).

"Ron, I used your video in a service motivation training program. I planned showing the first 15 minutes only. Everyone was so enthusiastic about it, I said if they wanted to miss the break and bring their coffee into the training room, they could watch the rest. Guess what? The whole group did just that! They laughed, cheered and really enjoyed. Thank you so much. The tape really helped make our workshop interesting for the participants."

Quality Service - LIVE! S$59 (US$39)
1 video available in VCD. ISBN 981-04-1661-XOX

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GOOD JOB! Service Recognition Cards Use these attractive, wallet-size Service Recognition Cards to thank someone by saying "GOOD JOB!", or to lift someone's spirits with the side that says "CHEER UP!" Pass these cards to your friends, colleagues and everyone who gives you good service! Laminated for long-life and many smiles. Remember, what goes around, comes around!

GOOD JOB! Service Recognition Cards S$30 (US$20)
100 cards

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The Secrets of Superior Service™ After viewing this energizing and entertaining presentation, you will understand the key principles you must apply to deliver superior service. Ron Kaufman's true stories, powerful examples and clear illustrations will inspire you and motivate your service team.

With The Secrets of Superior Service™ you will learn how to:
Fly Over Rising Expectations
Build Excellent Product, Delivery and Service Mindset
Climb the Stairs of Customer Value
Manage Customer Expectations
Bounce Back through Service Recovery
Appreciate Your Complaining Customers
Shift from Blame, Shame and Justify to Taking Personal
Responsibility
See the World from Your Customer's Point of View

This comprehensive learning program includes: two videos featuring Ron Kaufman's full-length presentations, two audios to reinforce the speed and depth of your learning, and your personal Viewer's Guide and Workbook full of key learning points and exercises.

Read more about this title here.

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RealVideo    QuickTime
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Service Encounters of the Third Kind™ A hard-hitting presentation challenging the complacency and self-satisfaction found in many successful companies today. In this dynamic performance, Ron Kaufman explains why focusing on customer "satisfaction" -- or even customer "delight" -- is no longer enough to ensure customer loyalty.

If you are concerned with cultivating customer partnerships and successful long-term relationships in business, this video program is what you are looking for.

This comprehensive package is especially useful for senior executives, marketing and sales managers, product designers and sales and customer service teams. It is also valuable for staff who support, or depend upon, internal service partners.

This high-impact learning program includes: one video featuring Ron Kaufman's full-length presentation, one audio to reinforce the speed and depth of your learning, and your personal Viewer's Guide full of key learning points and exercises.

Read more about this title here.

Watch a Selection!
RealVideo    QuickTime
(If you don't have a RealVideo™ or QuickTime® player, click here)

Partnership Power!™ Learn how to get much more from the relationships that matter to you most. This proven program helps you build strong partnerships with your customers, external suppliers and allies and internal departments and team members.

Filled with practical examples and techniques, including case studies of companies that have succeeded, and those that fail, too! Includes an in-depth look the "Four Styles of Interaction" for diagnosing your present situation and the "Four Quadrant Improvement Model" for strengthening your business and enhancing your partnership building skills.

Read more about this title here.

Watch a Selection!
RealVideo    QuickTime
(If you don't have a RealVideo™ or QuickTime® player, click here)

SPECIAL! "UP Your Service™ AUDIO PACKAGE" Listen up! Now you can learn from ALL the audiotapes available in one special package. You get "The Best of Active Learning" (3 audiotapes in silver package) and the audio soundtracks (only) from "The Secrets of Superior Service" (2 tapes), "Partnership Power!" (2 tapes) and "Service Encounters of the Third Kind" (1 tape). Eight great audiotapes in one powerful set.

SPECIAL! "UP Your Service™ VIDEO PACKAGE" Watch this! Now you can get ALL the video programs in one special package. You get "Quality Service LIVE!" (1 video),"The Secrets of Superior Service" (2 videos), "Partnership Power!" (2 videos) and "Service Encounters of the Third Kind" (1 video). Six great video programs in one powerful collection.

Watch a Selection!
RealVideo or QuickTime
(If you don't have a RealVideo™ or QuickTime® player, click here)

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Quantity:

UP Your Service INSIGHTS book - 268+ pages   S$25 (US$18)

UP Your Service! book - 320+ pages   S$25 (US$18)

Quality Service - LIVE! - VCD   S$59 (US$39)

GOOD JOB! Service Recognition Cards   S$30 (US$20)

Secrets of Superior Service - VCD   S$388 (US$288)

Service Encounters of the Third Kind - VCD
S$288 (US$218)

Partnership Power - VCD   S$388 (US$288)

"UP Your Service AUDIO PACKAGE"   S$89 (US$52)

"UP Your Service VIDEO PACKAGE" - VCD   S$945 (US$555)