TY  - BOOK
AU  - Horrell, Edward
TI  - The kindness revolution: the company-wide culture shift that inspires phenomenal customer service
SN  - 9780814473078
U1  - 658.812 
PY  - 2006///
CY  - New York
PB  - AMACOM
KW  - Revolution
KW  - Customer relations
KW  - Industrial relations
KW  - BUSINESS & ECONOMICS
N2  - "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."
ER  -