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

by Ron Kaufman

We are deep in a service crisis. In the operating room, surgeons and their teams communicate in a very precise language; airplane pilots follow a strict protocol to take-off and land safely every time; and, when launching a new product, companies lay out a plan that all employees follow. But when it comes to building a strong service culture, the path to success is usually much less clear. We relegate service to a single department guided by anecdotal wisdom and less-than-helpful cliches like "the customer is always right."

With global economies transforming at record speed, we are largely unprepared for the service demands we face day and night from around the world. We promise our customers satisfaction and then allow internal politics and inefficient methods to frustrate our ability to deliver. With service so much a part of our daily lives, both in and outside the workplace, why aren't we doing it better?

In this New York Times, USA Today, and Amazon.com best-selling book, Kaufman lays out the steps you can take to build a sustainable culture that delivers outstanding service every day. He offers the tools and practices that have been proven effective in businesses, governments, communities, and homes; on every continent; and in many languages. Through perspective changing insights and case studies, you will learn how the world's best performing companies have changed the game through service - and how you too can follow this proven path to an uplifting transformation.

Genres: Business, Management, Self Help, Nonfiction, Personal Development, Professional Development

Audible Audio

First published May 1, 2012

About the author

GlobalGurus #1 Customer Service Guru (2018-2025)

Reviews

[Mike Walter · Rating 3 out of 5]

I’m preparing a seminar about customer service and coincidentally enough, found this book on my bookshelf at home. It’s not the type of thing I’d buy for myself so I can only assume I got it as a gift or at a conference once but unfortunately I do not remember. With a 2012 publication date it could have been a while ago.

Anyway, it was a solid read and gave me some good ideas to work into my seminar. I think Kaufman over idolizes Amazon a bit too much (and I wonder if his opinion has changed in the past decade) but other than that I’d recommend this book if you’re looking to step up your service game.

[Mirek Jasinski · Rating 1 out of 5]

It took me just under two years to get through this book. Judging by the number of pages the author can talk the walk, but can he walk the talk? Did not lift me up, so doubt it. Pity, as the subject is very... hmm... uplifting?

[Tran Van Duc · Rating 5 out of 5]

Với Nâng Tầm Dịch Vụ, thật sự đây là một trong những cuốn sách mà mình đánh giá rất cao và rất thích. Thật ra đây là sách mà CEO của gấu đã tặng và yêu cầu các vị trị quản lý cấp trung phải đọc và nghiền ngẫm, và mình may mắn vớ đc nó trong thời gian covid hoành hành. Thông điệp của sách rất rõ ràng qua cách lồng ghép chuyến tham quan học hỏi của Tác giả khi viếng thăm Singapore (Đặc biệt là khu vực sân bay Changi), nơi mà chất lượng dịch vụ đã vượt tầm thế giới từ rất lâu. Qua Nâng Tầm Dịch Vụ, mình hiểu rằng thật ra con người từ khi bắt đầu có nhận thức cơ bản và làm chủ đc bản thân, là chúng ta đã bắt đầu phải làm dịch vụ, và phải liên tục nâng cấp, nâng tầm dịch vụ của cá nhân lên theo thời gian. Khi nhỏ, ta làm dịch vụ vs gia đình, bạn bè, thầy cô (Học tốt cũng là 01 hình thức làm dịch vụ tốt). Khi lớn hơn, chúng ta sẽ làm dịch vụ vs xã hội, vs công ty, vs khách hàng, vs cả gia đình lớn và gia đình nhỏ của mình thông qua những sự quan tâm, hiểu biết và cách ứng xử phù hợp. Một cuốn sách cần phải mua ngay và luôn, k phải tranh luận nhiều😂.

[Ngoc Diep · Rating 4 out of 5]

Cuốn sách này đã thay đổi tôi về khái niệm: DỊCH VỤ
Từ trước đến nay, bản thân tôi luôn nghĩ, dịch vụ là giữa người mua và người bán, là quan hệ trong công việc. Nhưng sau khi đọc những chia sẻ của Ron Kaufman, tôi nhận ra, dịch vụ có mặt ở tất cả mọi nơi, trong tất cả các mối quan hệ từ gia đình, bạn bè, đồng nghiệp, khách hàng, đối tác...
Cách viết của Ron Kaufman rất gần gũi và dễ hiểu, từ một khái niệm tưởng khô khan, ông đã "mềm mại hóa" bằng những câu chuyện chân thật, khách quan và lối viết nhẹ nhàng. Chính vì vậy, khi đọc cuốn sách này của ông, dù đang ở vị trí nào, là nhân viên hay quản lý, lãnh đạo cũng đều có thể tiếp nhận một cách dễ dàng.
12 khối dịch vụ mà ông đưa ra đã giúp người đọc hiểu một cách toàn diện và sâu sắc đối với nghề dịch vụ cũng như cách thức để nâng tầm dịch vụ của bản thân và doanh nghiệp.
Bản thân tôi cũng đã có những bài học riêng cho mình để cải thiện bản thân tốt hơn khi cung cấp dịch vụ cho người thân, bạn bè và cơ quan.

[Eric Barvin · Rating 4 out of 5]

Section 3: Build was very solid and insightful. I thought they could have dove deaper on benchmarking and tracking the results. Overall, helpful and useful tips for creating a service focused organization.

[Jawwad Salahuddin · Rating 4 out of 5]

It is really a nice book which gives a Frame Work to Up Lift Services we provide to all stake holders around us. During ready put yourself which section you fit in and develop ways to improve it. Do it slowly so you can test your techniques...happy ready!

[Daniel TUDOR · Rating 5 out of 5]

Amazing book

With knowledge comes responsibility. Now that I know all these methods, it comes naturally to expand them through the organisation I’m managing. It will be a beautiful ride

[Vlad Calin · Rating 2 out of 5]

Although it has some good content, I feel that there is not so much substance to it. It is just a bunch of stories reiterating the idea that "good service is a culture" and provides examples to it.
But after a while, even those example seem to be repetitive.

[Abdullah Albaghli · Rating 4 out of 5]

Valuable roadmap for uplifting service.

I enjoyed reading this book.
Valuable tips and roadmap to create a great service.
Nice stories and example.
Its make me stronger.
Regards,

[Andrew · Rating 4 out of 5]

Interesting take on how service can change a company

[Marcos Maldonado · Rating 5 out of 5]

Service is to enhance People's lifes

[Jeannie Marie · Rating 3 out of 5]

Starts out good, but then repeats the same message. Glad I finished it.

[Alexandru Neagu · Rating 5 out of 5]

Great! Extremely useful when you start or you have a business and you want to offer great services.

[Trey Hunner]

DNF

[Catalin · Rating 5 out of 5]

Extraordinara!

[Lili · Rating 1 out of 5]

This book is absolutely useless. The best use I have for it is to kill spiders.

[Gabriel Ursan · Rating 5 out of 5]

O carte recitita dupa mai bine de 4 ani. O compar cu un antrenament la sala. Niciodata nu e suficient doar un singur antrenament pentru a ajunge la obiectivele propuse, nu-i asa? La fel este si cu aceasta carte excelenta despre servicii pe care o recomand mereu cu drag oricui, indiferent ce vinde, ce ofera sau ce face.

[Jones Patrick · Rating 4 out of 5]

Today's clients are furious and baffled; they don't feel listened. Administration suppliers are similarly irritated by purchaser protests. Administration master Ron Kaufman shows organizations how to rethink client administration to wow their customer bases.

Kaufman discloses how to raise administration as a corporate mission starting from the top. Leaders must characterize the company's purpose, responsibility of their activities and how to inspire representatives to build an establishment for service.

Kaufman clarifies Why great client service is more on the decrease, How organizations give "uplifting service" and What five stages can enhance your client service.

Kaufman talks around six progressive levels of service which is the base of major client service instruction.

* Unbelievable service level
* Surprising service level
* Desired service level
* Expected service level
* Basic service level
* Criminal service level. Kaufman explains all these level starting from down as we see in the Inverted Pyramid model of marketing.

Service Culture - How to establish the service culture using the 12 build blocks.

* Common Service language
* Engaging Service Vision
* Service Staff Recruitment
* New Staff Orientation
* Service Communications
* Service Recognitions & Rewards
* Voice of the customers
* Service Measures and Metrics
* Service Improvement Process
* Service Recovery and Guarantees
* Service Benchmarking and
* Service Role Modeling.

Things I favor from this book:

* How to focus on Service and exceed customers expectations.
* How the service level can be improved.
* How to overcome obstacles in customer service industry.

[V. Stoica · Rating 4 out of 5]

Ditch the dull and dive into the delightful! Ron Kaufman's "Uplifting Service" is not your average business book. It's a burst of sunshine for your soul, a joyful reminder that kindness, generosity, and genuine care are the not-so-secret ingredients to a fulfilling life—in every aspect. Kaufman's infectious enthusiasm will inspire you to spread joy everywhere you go, turning ordinary interactions into extraordinary moments of connection. This book is your roadmap to ditching the daily grind and embracing a life overflowing with purpose, passion, and immense joy.

[Alex Vasai · Rating 4 out of 5]

Again, the author could have written less pages containing the main idea : Your first purpose should be the one of providing an excellent service to your costumers, suppliers, co-workers and so on. It really made me think a lot about it and I've begun applying his philosophy, that's why it deserves the 4 stars rating.
You will not find precise techniques for improving this skills but you will se your costumers in a differnt way after reading this book.

[Tim Anderson · Rating 4 out of 5]

It is a good book, A lot of common sense ideas which alot are in practice. I wish there was more on overcoming obstacles and fraud when it comes to customer service.
All in all, I learned a few new ideas I will try to put into practice. We'll see how it works, and if my company will allow time, labor and money to incorporate these ideas.

[Tedi Irawan · Rating 4 out of 5]

Actually, it is a nice book, talking a lot about service success in Singapore. I practically skipped from page 90 to 265, and only skimmed the rest, and I did not feel like I missed something. But still, I would read it again when I have spare time, because once again it is actually a nice book. Very nice.

I read it again. I think I have to give one more star. Very nice.

[Helen · Rating 5 out of 5]

I do believe in a power of service. In our world where copying a product is a minute thing, only service can help a brand to truly stand out and reach extraordinary results. This book is full of inspiration and ideas where to start so don't keep it on a shelf for long, start reading and implementing best practices. Good luck!:)

[Brian · Rating 3 out of 5]

A great business book about the need for a focus on service and exceeding customer's expectations. It gave me several ideas and had good examples.
It was definitely written in the style of most business books, which I get bored of at times.

[Manu · Rating 4 out of 5]

Ron Kaufman does not just sermon about how service could and should be improved. He takes a step further and explains to us how it can be done in a simple, effective and practical manner. Loved his training session and his book.

[Christopher Anderson · Rating 3 out of 5]

This book just didn't keep my interest. The author made some good points, and there was a good amount that translated to things we are doing in my organization. But it was very dry and didn't motivate the way I was hoping.

[Elena Calin · Rating 5 out of 5]

O carte excelenta. Lectii extraordinare de servicii superioare. Usor de citit si foarte logica.

[Huy Tran · Rating 4 out of 5]

It's easy to read & provides simple steps to Uplift your service mindset.

[Jennifer · Rating 3 out of 5]

This book made me want to visit Singapore!

[Jessica · Rating 4 out of 5]

A great book that can change your working perspective, attitude and goals.