The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service
- 2h 52m
- Ed Horrell
- AMACOM
- 2006
Re-energize your company's customer service--and inspire greater customer loyalty--using the power of kindness.
Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques and processes 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. It's what makes the difference between a short-term relationship and long-term customer loyalty.
Based on extensive research and 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. The book shows readers what "kind" companies have in common--a widespread culture of dignity, respect, courtesy, and kindness--and how to replicate it at their own organization.
Inspiring and practical, The Kindness Revolution shows readers how to take the critical step toward truly outstanding--and self-perpetuating--customer service.
In this Book
-
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
