62 percent of customers who experience bad service turn to the competition

The region’s service sector needs to wake-up – and fast, according to customer service specialist, Ron Kaufman. He said that bad customer service can result in business lost forever, with a whopping 62 per cent ‘walking next door to the competition’.
“A superior customer service must start at the top if it is to become a culture,” said Kaufman. He was talking ahead of a two-prong workshop programme in Dubai later this month (February 18 2010). 
“Building a customer driven organisation needs a buy-in at all levels. This is best achieved when the company has linked its corporate vision to its service culture vision,” Kaufman said.
He also stated that a shared vision is made easy when the team comprises of like-minded individuals. “People can change, but any collective ambition is an easier task when the majority is focused on the same ambitions and come from position of common values.”
The team must also be equipped with the right tools, training and be empowered to make decisions, with confidence.
According to the event organiser, Right Selection’s Gautam Ganglani, Kaufman is considered by many as ‘the customer service guru’: “Ron has trained more than three million people through his high-energy and high-content presentations.”
Ganglani advised that the upcoming double-billing workshops are designed to speak to the whole organisation. “Ron’s Service Leadership workshop is for top management, and Secrets of Superior Service is for mid-level managers and frontline teams”, he said.
Through his educational website, www.UpYourService.com, Kaufman provides a wide range of downloadable articles, video and audio segments. He also publishes an award-winning monthly newsletter "UP Your Service!" and is the author of eleven titles in the inspirational 'Lift Me Up!' book series.