Entries by UP! Your Service

,

'Tis the Season to be Giving

The end of the calendar is a season for celebration and giving of gifts across cultures and religions. Whether we celebrate the season socially, commercially, or spiritually, we understand this is a special time to do something nice for someone else. ‘Someone else’ could include our circle of family and friends, those we work with,

,

Is Smiling a Good KPI?

“Is smiling a good KPI?” The Chief Strategy Officer of a leading bank leaned forward, lowered her voice, and asked me this sincerely. “We can see our bank tellers on video and observe them serving our customers. Should we set smiling as service standard? Is smiling a good Key Performance Indicator?” I replied (with a

,

Does Service Culture Matter in a Digital World?

The focus on ‘going digital’ and ‘digital experiences for customers’ continues to increase at a rapid pace across industries. We often hear that in this age of digitization, “customer service” is becoming less and less important.

In our view, that’s because “customer service” is too often defined as the interactions between our frontline staff and customers.

We define service as “taking action to create value for someone else” – and feel that service is even more important now throughout an organization, because employees across so many levels and functions are involved in creating digital experiences.

, ,

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? Organizations often work to establish standards for common service transactions. While specific standards for service performance can be useful they can also be

,

New Service Culture Assessment: Does Your Company Share a Common Service Language?

Download Common Service Language Assessment, includes 28 Insightful Questions Improving your organization’s service culture is a multi-faceted and long-term undertaking. One proven place to start is in building a shared vocabulary for service to focus the attention and actions of your team. Left to their own devices, no two departments will use the same language