The Kindness Revolution: The Company-wide Culture Shift That Inspires Phenomenal Customer Service
| Author | : | |
| Rating | : | 4.14 (795 Votes) |
| Asin | : | 0814473075 |
| Format Type | : | paperback |
| Number of Pages | : | 208 Pages |
| Publish Date | : | 2015-04-16 |
| Language | : | English |
DESCRIPTION:
Jude Children’s Research Center, The Ritz-Carlton, FedEx, and more -- Horrell explains in The Kindness Revolution that providing exceptional, compassionate customer service can only happen when you build a deep and lasting relationship with your employees. The Kindness Revolution traces the culture characteristics of the standout companies, including their strong conviction that: Each employee has an important job to do. If you treat your frontline employees with indifference or disregard, you can expect them to treat your customers with indifference -- and you can then expect to have indifferent customers who will drop you for the next best thing without a murmur of regret. Follow the wise advice and insightful examples in The Kindness Revolution, and experience the enormous payback in loyal customers, a more prosperous company -- and a better way of life.". "Despite years of focus on the importance of customer service, most businesses still have a lot to learn. Too many merely tweak a script, roll out a new offer, then disappear from the scene, leaving their frontline staff -- often underpaid and badly overworked -- to expertly, cheerfully handle all the
. He lives in Memphis, Tennessee. A popular speaker, he addresses more than 120 audiences a year. He is the host of the syndicated Talk About Service radio show and podcast. Ed Horrell has been writing and consulting on customer service issues for over 20 years
Amazon Customer said Five Stars. Delivered in two days and its perfect for class!. "Kindness and the bottom line" according to Bomojaz. For me it's the gum-snapping , perpetually sneering checkout people at the supermarket, the ones with the angry, annoyed attitudes as if their being there was punishment of some kind. I've often wondered why store managers put up with this nonsense. Maybe it's because they don't think it matters where business matters most: the bottom line. But Ed Horrell in this wise book tries to make it as clear as possible that customer relations indeed affect the bottom line. It's no surprise that many consumers believe customer service . A little kindness can improve your business culture and your personal quality of life. The Kindness Revolution is a well-written motivational book for change in business as well as our personal lives. As a Sales Manager, I love the "Action Items or Challenges" at the end of each chapter. The book is full of activities to change or improve large corporate cultures as well small business environments. It strikes me that "kindness" is free and one of the most valuable attibutes that a person can possess, yet as Ed notes in his book,it seems harder and harder to come by in this day and age. I think one of the most
This is a must-read for any company interested in retaining both employees and customers.” -- Dan Cathy, President and Chief Operating Officer, Chick-fil-A, Inc. “We have enjoyed working with Ed Horrell at Graceland. "“Ed Horrell has captured the essence of values-based customer service in his book The Kindness Revolution. The Kindness Revolution is real!” -- Jack Soden, CEO, Elvis Presley Enterprises, Inc. The Kindness Revolution is a must-read for any company that is earnest in winning over customers and keeping them for life! Vive la Revolution!"" -- Jeffrey Chernoff, President, Consumers’ Choice Award" . His ideas have definitely made a difference. ""Illuminating and absorbing, The Kindness Revolution is a book that explores how American Business lost its preeminence in delivering first-rate custom