Author(s): Ed Horrell

Business

Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques 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. 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.