What are your areas of coaching and why did you choose this specialty?

We use proven customer service education programs to help organisations to achieve superior service, increase customer loyalty and build strong partnerships. Early on I realised there is a significant difference in ‘service culture’ and ‘service training’. ‘Training’ teaches people how to ‘do’ something – whereas education about ‘service culture’ provides people with the ability to understand how a customer thinks. With this understanding, service providers can consistently deliver maximum value to customers and colleagues.

What makes your training unique?

By providing integrated ‘customer service education’ and ‘service culture building programs’ we have created a unique niche market. I believe that if you educate, involve and engage employees, they will in turn find their work more enjoyable and will contribute significantly to the development of service standards.

I use stories and examples to introduce fundamental service principles and key learning points. Then we hit hard with a direct challenge to create practical steps for service improvement. We have created an architecture of practices and service principles that enable an organisation to build a superior service culture.

How much does a session cost?

UP Your Service! College engagements range from short-term projects under S$50,000 to global, multi-year engagements exceeding six figures. Training and certification of Course Leaders to conduct College Courses in house is S$5,000 per person, while materials for individual Uplifting Service Champions start at S$210 per person.

How will your training benefit your participants?

Our programmes help companies achieve service excellence and build a sustainable competitive advantage. Our role is to help organisations to thoroughly understand what contributes to great service and for employees to learn how to apply this learning in their everyday roles.

What companies have you worked with?

Our clients include include Microsoft, Nokia Siemens Network and even Botak Jones.

How long have you been a trainer for?

I established Ron Kaufman Pte Ltd to manage my events, speaking engagements and to publish my educational materials and the UP Your Service! College brand was born in 2006.

What was your profession before you started as a trainer?

In 1990 I played an integral role in the establishment of the Service Quality Centre (a Singapore Airlines & SPRING Singapore initiative). This new company was taking a review of service levels across Singapore. This was a fascinating time and I’m proud today when I experience great service here on a regular basis.

Another interesting career experience for me was teaching frisbee professionally for ten years. It gave me invaluable experience of working with big groups while keeping the focus on helping people to learn new skills.

What made you decide to be a trainer?

My interest in people getting along with other people made me a natural for the field of customer interaction and education. Over time I have developed a finer appreciation for the business fundamentals of truly superior service and I get immense satisfaction when participants engage, take leadership and be the best that they can at one of our events.

What school did you graduate from/what did you major IN?

I graduated in international political history from Brown University, Rhode Island, and continued with post-graduate studies in France, London and Berkeley, California.

How can people contact you?

E-mail ron@ronkaufman.com or via www.UpYourServiceCollege.com or www.RonKaufman.com