The Kindness Revolution: The Company-Wide Culture Shift that Inspires Phenomenal Customer Service

"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 w...