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Preface A Personal Path to Service ix
Introduction: The Problem with Service Today xix
Section 1 Why?
1 Journey into a New Culture 3
2 The Gateway to Possibility 15
3 The Proven Path 27
Section 2 Lead
4 Taking the Lead 41
5 Leading from All Levels 57
6 The Journey to Magnificence 73
Section 3 Build
7 Common Service Language 89
8 Engaging Service Vision 95
9 Service Recruitment 103
10 Service Orientation 111
11 Service Communications 119
12 Service Recognition and Rewards 125
13 Voice of the Customer 131
14 Service Measures and Metrics 139
15 Service Improvement Process 151
16 Service Recovery and Guarantees 159
17 Service Benchmarking 175
18 Service Role Modeling 187
Section 4 Learn
19 Learning Takes Practice 197
20 The Six Levels of Service 203
21 Your Perception Points 211
22 The BIG Picture 225
23 Building Service Partnerships 237
24 Taking Personal Responsibility 257
Section 5 Drive
25 Your Implementation Roadmap 269
26 Learning from Experience 281
27 More Than a Business Philosophy 297
Author's Acknowledgments 303
Index 307
Tools for Your Journey 320
Join the Uplifting Service Community 322
About UP! Your Service 324
Meet Ron Kaufman 325
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Add Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, & Everyone Else You Meet, Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet We are deep in a service crisis. In the operating room, surgeons and their teams communicate in a very precise language; airplane pilots foll, Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet to your collection on WonderClub |