Coverart for item
The Resource The kindness revolution : the company-wide culture shift that inspires phenomenal customer service, Ed Horrell

The kindness revolution : the company-wide culture shift that inspires phenomenal customer service, Ed Horrell

Label
The kindness revolution : the company-wide culture shift that inspires phenomenal customer service
Title
The kindness revolution
Title remainder
the company-wide culture shift that inspires phenomenal customer service
Statement of responsibility
Ed Horrell
Creator
Subject
Genre
Language
eng
Summary
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 real-life encounters with real-life customers who can make or break a company. That's no way to run a business, says customer service expert Ed Horrell. 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. Combining extensive research with inspiring real-life examples from companies known for their outstanding customer service - such as L.L. Bean, Chick-fil-A, Nordstrom, Mrs. Fields, St. 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. And it is kindness, says Horrell, that most characterizes that relationship. For organizations large and small, of any size or industry, The Kindness Revolution is a resounding wake-up call to change the way your company thinks about its employees, and to practice the basic values of dignity, respect, courtesy, and kindness from top to bottom throughout your organization. The way you treat your employees will be the way they treat your customers. 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
Member of
Cataloging source
N$T
http://library.link/vocab/creatorName
Horrell, Edward
Dewey number
658.8/12
Index
index present
LC call number
HF5415.5
LC item number
.H67 2006eb
Literary form
non fiction
Nature of contents
dictionaries
http://library.link/vocab/subjectName
  • Customer relations
  • Industrial relations
  • BUSINESS & ECONOMICS
  • Customer relations
  • Industrial relations
  • Commerce
  • Business & Economics
  • Marketing & Sales
Label
The kindness revolution : the company-wide culture shift that inspires phenomenal customer service, Ed Horrell
Instantiates
Publication
Note
Includes index
Antecedent source
unknown
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Machine derived contents note: Contents -- Preface -- Introduction -- 1 Owning Your Customers -- 2 A Top-Down Commitment to Service -- 3 Employees on a Mission -- 4 Never on Sunday -- 5 Talking About Service Every Day -- 6 When Customers Call In Sick -- 7 Extraordinary Employee Empowerment -- 8 Absolutely, Positively: The Pursuit of Perfection -- 9 A Place Where Kindness Grows -- 10 Kindness: Starting the Revolution -- 11 How to Eliminate Indifference in the Workplace -- 12 The Quick Fix Won?t Work: How to Ensure Permanent Change -- 13 Are You Ready? -- 14 Ten Steps to an Extreme Corporate Makeover -- 15 Putting It out There?On the Net -- 16 Conclusions
Control code
71232483
Dimensions
unknown
Extent
1 online resource (xxvi, 198 pages)
File format
unknown
Form of item
online
Isbn
9781281079992
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
http://library.link/vocab/ext/overdrive/overdriveId
cl0500000017
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)71232483
Label
The kindness revolution : the company-wide culture shift that inspires phenomenal customer service, Ed Horrell
Publication
Note
Includes index
Antecedent source
unknown
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Machine derived contents note: Contents -- Preface -- Introduction -- 1 Owning Your Customers -- 2 A Top-Down Commitment to Service -- 3 Employees on a Mission -- 4 Never on Sunday -- 5 Talking About Service Every Day -- 6 When Customers Call In Sick -- 7 Extraordinary Employee Empowerment -- 8 Absolutely, Positively: The Pursuit of Perfection -- 9 A Place Where Kindness Grows -- 10 Kindness: Starting the Revolution -- 11 How to Eliminate Indifference in the Workplace -- 12 The Quick Fix Won?t Work: How to Ensure Permanent Change -- 13 Are You Ready? -- 14 Ten Steps to an Extreme Corporate Makeover -- 15 Putting It out There?On the Net -- 16 Conclusions
Control code
71232483
Dimensions
unknown
Extent
1 online resource (xxvi, 198 pages)
File format
unknown
Form of item
online
Isbn
9781281079992
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
http://library.link/vocab/ext/overdrive/overdriveId
cl0500000017
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)71232483

Library Locations

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      38.710138 -90.311107
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