It is no secret that Stefanini has high CSI when it comes to service delivery, What is the key ingredient for excellent customer service in your organization? Indeed, Stefanini has a high CSI, but when it comes to CSI high is never high enough. Especially when you deal with hundreds of thousands of clients
A successful service culture requires your people to collaborate with each other internally and exercise the partnership skills to create greater value for external clients. How do you find and hire such people? This is a critical question. New Staff Recruitment is a key Building Block of a strong and sustainable service culture. In
We often hear leaders say, “We want our people to have a better service mindset.” What is a mindset? Here is one example. People often describe other people as either ‘glass half full’ or ‘glass half empty’. What they are referring to is a mindset, a fundamental way to view the world. Mindset includes a
Uplifting Service Group Discussion Guide This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and dynamic group discussions. Use this Discussion Guide to engage and align all the members in your team. Together you will
This article cites research in collaboration with Professor Jochen Wirtz. Building a superior and sustainable service culture is a vital and complex project that can deliver positive social consequences and lasting commercial results. Many elements will contribute to the success or failure of your service culture building program. Getting It Right means doing what works
In these short videos, Ron Kaufman explains the rationale, insights, and big ideas behind his three most popular keynote speeches: The Service Keynote, The Leadership Keynote, and The Culture Keynote.
You can enjoy a sampling of all three keynotes this five-minute compilation. Enjoy!