Ron Kaufman : Learn to Build a Sustainable Service Culture 

For decades now, Ron Kaufman has helped various companies on every continent in building a culture of excellence service. The top world speaker Ron Kaufman was in Mauritius for a workshop on 30th October at Trianon Convention Centre. In a small exclusive interview, this renowned person provides some insight on the importance of service. 

Organised by Woolich Education, with media partners Defimedia Group and Radio Plus, this workshop deliberated on ‘The Secrets of Superior Service’. Attended by more than 300 professionals from different sectors, the workshop inspired our local expertise in paving the way towards service excellence. His energetic speech captivated the attention of everybody present. During this powerful workshop, Ron Kaufman addressed two major questions: How can you continuously improve service performance for those you serve inside and outside the company, creating a better experience and more value? and How can you build a strong and sustainable service culture, continuously uplifting, encouraging, educating and motivating everyone to serve better and better, every day?

Moreover, this workshop has been a unique opportunity for professionals in different sectors from top to bottom to reflect and learn. It has been an interactive session whereby the speaker helps our local experts to interact and brainstorm. 

Kevin Juganaden, Marketing Manager, reveals that in recent years, the service provided in Mauritius in different sectors is catastrophic. “This is why we wanted to reverse the situation and invited Ron Kaufman. It is our first event and we have a great vision for Mauritius. We want to bring leading gurus to help SMEs and companies to achieve service excellence.” 

Anil Deenarainsingh Ramnauth, on his part, states that the world of production and marketing has changed and hence it is essential to adapt the new changing mindset. “We have started our workshops to produce more competent people in Mauritius. We are willing to create new opportunities for Mauritius, African countries and the Indian Ocean.”

Five-Minute Interview - Ron Kaufman: “Mauritians need to take service as a professional field of study for their rest of life”

In your book, “Uplifting Service”, you have clearly mentioned that the world is in a service crisis. But what has led to this crisis? 
Fundamentally, it is about humans taking care of humans. The way education has evolved has been more about accumulating information. If you look to four hundred years back, subjects like science, maths, engineering and so many areas of studies have taken over. It is all about knowledge and knowing the answer. But what happens to the human relationship? What is the purpose of having these academic insights? It is not to be a smart academic but to be able to engage in the society more effectively. That part did not really get a sense of achievement. Humanity put too much attention on searching scientific solutions rather than taking care of the humanitarian society.    

Why are often customer services subjected to criticism?
First of all, the existence of complaints and so much criticism around the world has been fuelled by social media. People are speaking more with less commitment and less dedication to the wellbeing of their relation. People are not taking responsibility of their complaints.  

Is it really difficult to please customers? 
Customers are now exposed to a variety of service, online service, face to face service or phone service. It is not that people are harder to please but are businesses doing their job? Are they listening the customer’s value and promises to deliver that? 

Are services only limited to industries like restaurants, retail, and hospitality?
By any means it is not. It is taking action to create value; it can be in manufacturing, distribution, marketing or any services. 

What are your recommendations for organisation in a small country like Mauritius? 
They need mostly importantly take service as a professional field of study for their rest of life. It is a tip. It is a domain of serious application and study.