UP YOUR SERVICE! - Great Ideas by Ron Kaufman

Ron Kaufman is undoubtedly the guru of customer service. He is an Australian based in Singapore and comes to Malaysia almost every year to give seminars on, well, what else but customer service! He's energetic and interesting and it's no wonder his seminars are extremely popular despite being priced above the average.

Ron has written several books, the most popular is "UP YOUR SERVICE! - Great Ideas." And I can assure you that his books are very interesting to read. He has an interesting and wide range of stories to tell, about what to do and what not to do so as to keep your existing customers and to bring in new ones. His chapters follow an interesting and practical format which is easy to follow and we learn the points without even realizing them. His anecdotes are often humorous and sometimes one wonders how large corporations and MNCs can make such mistakes, mistakes that put off their best customers.

Once you have read this book, you will find yourself recognizing and observing good and poor customer service wherever you go. Sometimes the product may be good, the organization is great but a poorly trained floor staff who ignores the customer or who is not empowered to make customer friendly decisions can really put off the all-important customer.

I have taken the liberty of photographing a cartoon from the book's many illustrations as an example of Ron's use of humour to put across an important point - "Try to exceed the customer's expectations to truly win his/her heart."

For those really interested in this subject, I would recommend that you attend Ron's seminar and get some of Ron's energy and enthusiasm transferred to you! His book will still give you countless ideas for thought if you can't make it. He also sends updates and some ideas through e-mail and Facebook (I am sure he tweets too though I've yet to confirm this) for those interested.