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The kindness revolution the company-wide culture shift that inspires phenomenal customer service

By: Material type: TextTextPublication details: AMACOM 2006 New YorkDescription: xxvi, 198 pagesISBN:
  • 9780814473078
Subject(s): DDC classification:
  • 658.812 HOR
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."
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Item type Current library Collection Call number Status Date due Barcode
Books Books Symbiosis Institute of Business Management - Hyderabad General General Bo 658.812 HOR (Browse shelf(Opens below)) Available SIBMH-B-10226

"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."

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