The Kindness Revolution: The Company-wide Culture Shift That by Ed Horrell

By Ed Horrell

Really extraordinary customer support does not commence on the buyer touch point. In "The Kindness Revolution", writer Ed Horrell examines businesses recognized for really remarkable customer support and divulges what all of them have in universal: a common tradition of dignity, admire, courtesy and kindness. jam-packed with learn and real-life examples from those "kind" businesses, the e-book indicates readers how they can also rework their enterprise and be rewarded with unparalleled shopper loyalty.

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Extra resources for The Kindness Revolution: The Company-wide Culture Shift That Inspires Phenomenal Customer Service

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Here is what I don’t want: • I don’t want an order taken by someone who won’t acknowledge my presence. • I don’t want to be ignored. • I don’t want to have trouble getting someone to talk to, either on the phone or in person. • I don’t want to wonder what is being done when I need help. • I don’t want to be left on hold for long periods of time. • I don’t want to have to ask someone whether he or she is listening. • I don’t want to constantly have to ask the other person what he or she said. I am consistently amazed at how companies that I speak to these days are completely ambivalent about the role that customer service plays, or rather should play, in their business.

She suggested that we stop and have a cup of coffee at the coffee shop near the gate. This coffee shop has become a household name around the ................. 15909$ $CH1 05-19-06 09:25:49 PS Chapter 1 | Owning Your Customers 13 country. It is known for the various flavors and sizes of the coffees that come with grandiose names . . and pretty Grande prices. We stood in line behind an elderly lady and patiently waited to get to the front of the line. The lady who was serving the coffee was obviously interested in moving the line along as quickly as possible.

I don’t want to have to ask someone whether he or she is listening. • I don’t want to constantly have to ask the other person what he or she said. I am consistently amazed at how companies that I speak to these days are completely ambivalent about the role that customer service plays, or rather should play, in their business. What’s even more surprising to me is how often I find this ambivalence among smaller companies. The reason for my surprise is that the smaller companies are the ones that can most easily create changes in culture.

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