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"I enjoyed your talk at the National Achievers Congress. In fact, I bought the
whole set of your video materials. Found them useful and am using them to train
my staff. Keep up your good stuff."
 "I had the opportunity to see one of your video presentations "The Secrets of Superior Service". This video has helped me learn the small things which we need to pay attention to and has influenced my management decisions to an enormous extent."
Corporate Development Manager:
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UP Your Service!
Reviews
"One of the best books on 'Customer Service'" - by Khoo Hang Boon
"GREAT service is a book away!" - by Joel Garfinkle - The Dream Job Coach
"UP Your Service! is Uplifting" - by Jana McBurney-Lin
"High enthusiasm combined with solid action steps!" - by Steven Howard, author of Corporate Image Management
"Kaufman takes service to a deeply personal level" - by Seamus Phan
"Delight Your Customer" - by Leon A. Enriquez, CEO I.T. Magazine
"One of the best books on 'Customer Service'"
- by Khoo Hang Boon
"Ron is one of the best Customer Service experts and gurus in the Asia Pacific region, and perhaps the world. When I knew his book was coming out, I was wondering whether it will be as good or even better. I waited with much anticipation :)
When I bought the book, even before I read it, I was already very impressed with the beautiful and striking design of the cover. Next, when I started reading, I was very relieved and delighted that Ron has managed to maintain his superb world-class quality in his writing as well.
It took me only 2 days to finish reading the whole book, and guess what? I normally use a highlighter to highlight the important points in any book I read, and my copy of "UP Your Service" was almost completely covered with highlights.
Almost every point mentioned is so relevant and real. Apart from telling us what's wrong with most companies' customer service, Ron also tell us in very clear terms, what needs to be done to rectify them.
It would not be an over-statement to say that this is one of the best book on "Customer Service" in the world. Read it yourself and you will see what I mean.
Keep up the good work, Ron. *cheers*"
"GREAT service is a book away!"
- by Joel Garfinkle - The Dream Job Coach
"UP Your Service! is an easy read with simple, powerful and timely ideas that can be implemented immediately. The "action steps" in each chapter provide valuable tips that have proven beneficial in improving my customer service with clients.
Ron has kept the service provider in mind when he wrote this book. He has brought you ideas you can apply and proven strategies to give the best service possible!
I would recommend this book for anyone who has ever wanted to give the value your customer deserves!"
"UP Your Service! is Uplifting"
- by Jana McBurney-Lin
"Ron Kaufman's easy-and-fun-to-read book is inspirational and uplifting. He reminds us that we are all a part of the service chain, in one way or another. And no matter what profession we are in, we CAN make a difference. Very enjoyable!"
"High enthusiasm combined with solid action steps!"
- by Steven Howard, author of Corporate Image Management
"Ron's high energy and enthusiasm for service and partnership literally explode off each page of Up Your Service! This is not a book to just read. It's a book to devour for its ideas, tips, techniques, and action steps to implement. As Ron writes, "good ideas alone don't count, implementation is what matters!"
Readers should pay particular attention when Ron writes about the "UP Your Service! Mindset" and the "UP Your Service! Toolset". UP Your Service! will work for any business, government entity, or non-profit organization - large, small, or entrepreneurial.
With this book, Ron has become the leading evangelist of how to make the world a better place through the enthusiastic delivery of service to one another.
Every organization should take a vow to implement an UP Your Service! strategy in the corporate world. Each of us as individuals should also commit to implement an UP Your Service! strategy in our own personal and family lives."
"Kaufman takes service to a deeply personal level"
- by Seamus Phan
When I picked up "UP Your Service!", the first thing that struck me was how thick the book was: 300 pages and more! I wondered if service quality as a subject needed so many pages to get the core ideas across. But once I began to read the book, my doubts vanished. I realized that this book has a unique style designed to educate and entertain the reader. I am impressed by just how enjoyable it is to read and learn from this book.
The book's volume is partly due to the easy-to-read format with illustrations and photographs, with plenty of reinforcements to drive home the key learning points. Many management authors tend to expound arcane concepts in their books, and yet expect their readers to retain what they have read. I didn't find this in Kaufman's book. Instead, Kaufman presents concepts and ideas with easy-to-remember photographs, graphics and diagrams.
UP Your Service! is really written for the busy executive, as it gets its messages across very quickly. The reader need not plough through loads of theory before learning a useful lesson in service. Kaufman uses real-life stories, making it easy for the reader to understand the principles behind good service. For example, to illustrate the concept of service cycles, he uses events such as planning a wedding and buying insurance, experiences which most people go through at some point in their lives and can therefore relate to. .
At the same time, Kaufman illustrates his book more than 200 with real-life case stories from companies most of us have heard of, including Raffles Hotel, Apple Computer, Singapore Airlines, Federal Express, Microsoft and so on. Kaufman has also made his content current by including stories about dot.com companies such as Amazon.com, eBay, Streamline and The Motley Fool in line with the emergence of successful dot.com companies against a traditional, "bricks-and-mortar" market space. .
Kaufman has his own unique service quality lingo and is adamant about drilling these definitions into your understanding of quality service. In the book, Kaufman defines ideas in layperson terms, and then presents action-oriented and easy-to-understand case studies to bring those definitions into focus. For example, for the definition of "value dimensions", Kaufman presents a total of 83 easy-to-understand values, including "Power source: solar, oil, gas, hydro, wind, battery, human". Kaufman seems to excel at presenting details to the infinite degree, with every intention of leaving no learning detail to chance, yet does so in a very readable, friendly way. .
In closing, Kaufman takes service to a deeply personal level, inspiring readers to undertake social and selfless service to others, such as volunteering at community organizations, making donations, assisting neighbors and so on. It is heartening to see management concepts applied to other aspects of life. Kaufman encourages readers to see charitable acts, such as organ donation, as an act of service to others, a refreshing perspective and noble thought.
"Delight Your Customer"
- by Leon A. Enriquez, CEO I.T. Magazine
No matter what your business is, you will achieve success only if you take good care of the most important reason for your business -- your customer. This is critical as businesses move beyond the traditional 'bricks-and-mortar' world to embrace the new 'clicks-and-mortar' model -- a model that encompasses both virtual and physical environments. Customer care is the key differentiator because people expect a quality of service that meets their basic expectations -- and then, some.
How do you move forward? In his book "UP Your Service!", author Ron Kaufman drives a compelling case for customer service with a matter-of-fact, straightforward idea -- 'delight your customers now!'
Confronting the reader with the challenge -- Why bother? -- the material goes through the promise cycle explained as 'Explore, Agree, Deliver and Assure'. With discussions on topics such as mindset, toolset, culture, standards, interactions, and one-to-one understanding, Kaufman leads you to consider the payback in making the difference in areas such as making your customer information rich and cultivating customer contact.The approach espoused by the author is both personal and real.
In the Preface to the book, Kaufman puts the service perspective clearly as follows: "Service is the currency that keeps the economy moving. I serve you in one business, you serve me in another. When either of us improves, the economy gets a little better. When both of us improve, people are sure to notice. When everyone improves, the world grows stronger and closer together.'
Because it is a book of life application principles, it will empower individuals and teams from direct front-end service providers and elsewhere throughout the organisation . For business people who need to understand and implement better customer service initiatives, this book will be a good companion that will enable practical service execution.
Once you grasp the essential principles, Kaufman's book succeeds in being not just a vibrant read, but more importantly, delivering a simple and effective methodology for impacting better customer service. And what's more, the service process is repeatable and not merely an academic exercise.
320+ pages. ISBN 981-04-2132-X
Includes 137 photographs and 211 best practice examples