ISBN 9788120335790,The Kindness Revolution : The Company-Wide Culture Shift That Inspires Phenomenal Customer Service

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



Phi Learning Private Ltd

Publication Year 2008

ISBN 9788120335790

ISBN-10 8120335791

Hard Back

Number of Pages 224 Pages
Language (English)


This impassioned book shows the positive aspects of having a culture of kindness and consideration up and down the entire organization to develop long-term customer loyalty. It is packed with practical guidance and real-life examples of companies who have reaped a wealth of personal and financial rewards. Any organization?large and small will benefit from this book which shows how to develop a culture of kindness by following the conviction that : each employee has an important job to do their corporate entity has a meaningful purpose ? to serve the customer in a way that delivers value each employee should be empowered to make decisions there is value in dignity and respect and courtesy and kindness they can attract the best employees and customers by running an organization based on sincerity and consideration. ?Ed Horrell has captured the essence of values-based customer service in his book The Kindness Revolution. 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. Table of 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 Your 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 Appendix