LEADER 00000cam  22004454i 4500 
001    ocm71232483  
003    OCoLC 
005    20160518075411.1 
006    m     o  d         
007    cr cnu---unuuu 
008    060901s2006    nyu     o     001 0 eng d 
019    187918165|a815535711 
020    0814429564|q(electronic bk.) 
020    9780814429563|q(electronic bk.) 
035    (OCoLC)71232483|z(OCoLC)187918165|z(OCoLC)815535711 
040    N$T|beng|epn|erda|cN$T|dYDXCP|dOCLCQ|dIDEBK|dOCLCQ|dUMI
       |dCOO|dB24X7|dOCLCF|dOCLCO|dNLGGC|dOCLCQ 
049    GTKE 
050  4 HF5415.5|b.H67 2006eb 
082 04 658.8/12|222 
100 1  Horrell, Edward. 
245 14 The kindness revolution :|bthe company-wide culture shift 
       that inspires phenomenal customer service /|cEd Horrell. 
264  1 New York :|bAMACOM,|c[2006] 
264  4 |c©2006 
300    1 online resource (xxvi, 198 pages) 
336    text|btxt|2rdacontent 
337    computer|bc|2rdamedia 
338    online resource|bcr|2rdacarrier 
500    Includes index. 
520    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. If you treat your frontline employees with 
       indifference or disregard, you can expect them to treat 
       your customers with indifference - and you can then expect
       to have indifferent customers who will drop you for the 
       next best thing without a murmur of regret. Combining 
       extensive research with inspiring real-life examples from 
       companies known for their outstanding customer service - 
       such as L.L. Bean, Chick-fil-A, Nordstrom, Mrs. Fields, 
       St. Jude Children's Research Center, The Ritz-Carlton, 
       FedEx, and more - Horrell explains in The Kindness 
       Revolution that providing exceptional, compassionate 
       customer service can only happen when you build a deep and
       lasting relationship with your employees. And it is 
       kindness, says Horrell, that most characterizes that 
       relationship. For organizations large and small, of any 
       size or industry, The Kindness Revolution is a resounding 
       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. The way you treat your 
       employees will be the way they treat your customers. 
       Follow the wise advice and insightful examples in The 
       Kindness Revolution, and experience the enormous payback 
       in loyal customers, a more prosperous company - and a 
       better way of life. 
588 0  Print version record. 
650  0 Customer relations. 
650  0 Industrial relations. 
650  7 BUSINESS & ECONOMICS|xCustomer Relations.|2bisacsh 
650  7 Customer relations.|2fast|0(OCoLC)fst00885533 
650  7 Industrial relations.|2fast|0(OCoLC)fst00971609 
776 08 |iPrint version:|aHorrell, Edward.|tKindness revolution.
       |dNew York : AMACOM, ©2006|z0814473075|w(DLC)  2006007483
       |w(OCoLC)64595865 
914    ocm71232483 
994    93|bGTK