Uplifting Blog

Category: Service Improvement Process

The Uplifting Service Active Learning Toolbox

Why are some training programs so dull, and others so full of active participation?

What makes one trainer plod along, while another brings energy and effectiveness to each session?

4 Reasons Why Perception (vs. Process) Delivers Service Excellence

In a previous article, we explored the difference between Perception Points vs. Process Points in Service Delivery. Focusing on process improvement is a key strategy for business success. What started as an initiative in manufacturing is now seen in many service industries as well. And as technology is increasingly present in the delivery of service, these process improvements will continue.

Increase productivity and improve customer experience by eliminating “The 8 Wastes of Service”

The 8 Wastes are central to the Lean Manufacturing system developed by Toyota. The 8 Wastes of Service are a modified version used by service experience and service process experts. The 8 Wastes of Service are not new, but regular review checks our assumptions about the service we provide.

Are you building powerful partnerships where you work?

Each time you explore, agree, deliver and assure, the possibility for trust grows between you and the other party. In fact, this may be the only way human beings can build trust with one another.

1. EXPLORE: Find out what is important to the other person.
2. AGREE: Make a promise to do something on their behalf.
3. DELIVER: Do what you promised.
4. ASSURE: Check and make sure they are satisfied.

Are you building powerful partnerships where you work?

Fix Your Perception Points to Improve Customer Experience

What differentiates you from your competitors? How can you stand out from the crowd?

How to Get Fast and Effective Results from Your Next Workshop

Clients want to know, “How quickly can we see results after our employees have completed a workshop?” Leaders want to know when improvements will show up on the job. Everyone is anxious to see positive changes in behavior towards customers and colleagues. And finance always wants to know “How long before we can see some ROI?”

Service Standards and Service Excellence….are Not the Same Thing!

“Once we set our service standards we’ll start growing.” I overheard this comment between two business people on an airplane recently. And I wondered, is this really the best strategy for growth?

How to Increase Productivity and Improve Service Simultaneously (and Easily)

Many people think of improving service and improving productivity as diametrically opposing objectives. Increasing productivity means doing more with less, which means reducing service levels. Meanwhile, upgrading service means doing more than before, which causes productivity declines.

These views may be common sense, but they are also incorrect. Improving service and productivity go hand in hand and are easy to accomplish when you have the right understanding of what service really means.

Doing Right Or Doing Better To Improve Customer Experience?

I arrived at the airport early. The check-in agent was very polite, but also concerned. Despite my confirmed Business Class ticket, the airline had no …

Get Yourself Spring-Loaded To Experience Customer Service Quality

Customer service quality is a two-way street. When customers set themselves up for an enjoyable experience, they often get it. Doing so is easier than …

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Welcome to the Worldwide Uplifting Community!

Here’s what’s next…

Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.