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. You’ll learn what "kind" companies have in common — a widespread culture of dignity, respect, courtesy, and kindness — and how to replicate it at their own organization.
Join nationally respected author and seminar leader Edward Horrell as he reveals proven techniques for taking the critical step toward truly outstanding—and self-perpetuating—customer service.
Here's some of what you'll learn in this lively, eye-opening conference:
This is a prerecorded Event.
For over twenty years, Edward Horrell has been captivating audiences across the country with his relaxed style of inspiration and motivation. From FedEx to Delta Airlines; from Cellular One to the United States Postal Service, Horrell has addressed over one thousand audiences of all types. A prolific writer, Horrell's ... More info