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Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service » (1st Edition)

Book cover image of Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service by Ed Horrell

Authors: Ed Horrell, Edward Horrell
ISBN-13: 9780814473078, ISBN-10: 0814473075
Format: Hardcover
Publisher: AMACOM
Date Published: August 2006
Edition: 1st Edition

Author Biography: Ed Horrell

Ed Horrell has been writing and consulting on customer service issues for over 20 years. He is the host of the syndicated Talk About Service radio show and podcast. A popular speaker, he addresses more than 120 audiences a year. He lives in Memphis, Tennessee.

Book Synopsis

For organizations large and small, of any size or industry, The Kindness Revolution is a 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.

1	Owning your customers	1
2	A top-down commitment to service	27
3	Employees on a mission	37
4	Never on Sunday	49
5	Talking about service ... every day	61
6	When customers call in sick	71
7	Extraordinary employee empowerment	79
8	Absolutely, positively : the pursuit of perfection	91
9	A place where kindness grows	99
10	Kindness : starting the revolution	105
11	How to eliminate indifference in your workplace	135
12	The quick fix won't work : how to ensure permanent change	145
13	Are you ready?	151
14	Ten steps to an extreme corporate makeover	157
15	Putting it out there - on the Net	169
16	Conclusions	177