Book description
Re-energize your company's customer service--and inspire greater customer loyalty--using the power of kindness.
Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques and processes at the customer contact level. Rather, it's a culture of kindness and consideration--up and down the entire organization--that fundamentally changes employee attitudes toward customers. It's what makes the difference between a short-term relationship and long-term customer loyalty.
Based on extensive research and featuring real-life examples from companies known for their outstanding customer service such as L.L. Bean, FedEx, and Chick-fil-A, The Kindness Revolution examines how eliminating indifference in the workplace from the top down helps fuel unbelievably positive customer interactions. The book shows readers what "kind" companies have in common--a widespread culture of dignity, respect, courtesy, and kindness--and how to replicate it at their own organization.
Inspiring and practical, The Kindness Revolution shows readers how to take the critical step toward truly outstanding--and self-perpetuating--customer service.
Table of contents
- Copyright
- Preface
- Introduction: My Quest for the Best
-
Owning Your Customers
- They’re Not All Happy
- Being in Touch with Customers
- An Example of Owning Customers
- You have to Ask Customers What they Want
- Practicing Extreme Customer Service
- The Relentless Pursuit
- Beware Complacency and Arrogance
- Attitude vs. Skill
- A Nice Cup of Indifference
- What Makes the Difference?
- Indifference is the Service Killer
- Zero Tolerance for Indifference
- Hiring the Right People
- Common Traits of Top Service Providers
- What Should Customers Expect?
- Common Perceptions of Customer Service
- Service at its Worst
- Getting Some Direction
- Companies that Stand Out From the Crowd
- A Top-Down Commitment to Service
- Employees On a Mission
- Never On Sunday
- Talking About Service . . . Every Day
- When Customers Call in Sick
- Extraordinary Employee Empowerment
- Absolutely, Positively: The Pursuit Of Perfection
- A Place Where Kindness Grows
-
Kindness: Starting the Revolution
- Choosing a Life of Kindness
- We’re Wired for Kindness
- How Large is Your Blind Spot?
- The Law of Attraction and Customer Service
- You Can Attract the Customers You Want
- The Onion Effect
- Employees with Values are Self-Policing
- Kindness Attracts Kindness
- How Much Time Does Kindness Take?
- Kindness Starts at the Top
- Show Kindness by “Learning” Your Customers
- The Cheers Model of Customer Service
- Start a Kindness Revolution in Your Company
- Getting Started
- You Can’t Fake It
- Showing Respect to Employees
- Make Each Employee Feel Ownership
- Don’t Compromise—Do the Right Thing
- Don’t Fight—Make it Right
- Letting all Employees Know that Their Jobs are Important
- The Process of Service
- How To Eliminate Indifference in Your Workplace
- The Quick Fix Won’t Work: How to Ensure Permanent Change
- Are You Ready?
- Ten Steps to an Extreme Corporate Makeover
- Putting it Out There—on the Net
-
Conclusions
- Every Business has to Provide Service
- Perfection is Impossible; Problems Must Be Anticipated
- Companies Hire for Skills, not Attitude
- Some People Can’t Be Fixed
- The Law of Attraction Works
- Some Companies Should not Be in Business
- Our Public Educational System is Failing Us
- Families are the Best Teachers
- HR Fears are Controlling How Executives Handle Problem Employees
- Values Make the Difference
- Some True Stories
- Index
Product information
- Title: The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service
- Author(s):
- Release date: August 2006
- Publisher(s): AMACOM
- ISBN: 9780814473078
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