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Kindness Revolution The Company-Wide Culture Shift That Inspires Phenomenal Customer Service

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ISBN-10: 0814473075

ISBN-13: 9780814473078

Edition: 2006

Authors: Ed Horrell

List price: $23.00
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Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques at the customer contact level. Rather, it's a culture of kindness and consideration?up and down the entire organization?that fundamentally changes employee attitudes toward customers. Featuring real-life examples from companies known for their outstanding customer service such as L.L. Bean, FedEx, and Chick-fil-A, The Kindness Revolution examines how eliminating indifference in the workplace from the top down helps fuel unbelievably positive customer interactions.
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Book details

List price: $23.00
Copyright year: 2006
Publisher: AMACOM
Publication date: 8/16/2006
Binding: Hardcover
Pages: 208
Size: 6.25" wide x 9.25" long x 1.00" tall
Weight: 1.034
Language: English

Preface
Introduction
Owning Your Customers
A Top-Down Commitment to Service
Employees on a Mission
Never on Sunday
Talking About Service .. Every Day
When Customers Call In Sick
Extraordinary Employee Empowerment
Absolutely, Positively: The Pursuit of Perfection
A Place Where Kindness Grows
Kindness: Starting the Revolution
How to Eliminate Indifference in Your Workplace
The Quick Fix Won't Work: How to Ensure Permanent Change
Are You Ready?
Ten Steps to an Extreme Corporate Makeover
Putting It Out There -- On the Net
Conclusions
Appendix
Index