by Ed Horrell · Amacom Books · tapa dura · ISBN 9780814473078
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«The Kindness Revolution» is the business management essay by Ed Horrell, published by Amacom Books in hardcover (198 pages, in English).
Ed Horrell argues that the key to good customer service lies in the company's internal culture: if employees are taken care of, they will take care of customers. With examples from L.L.Bean, Nordstrom, FedEx and Chick-fil-A, he shows how to apply dignity, respect, courtesy and kindness throughout the organization.
The book was published in 2006 and carries the subtitle «The Company-Wide Culture Shift That Inspires Phenomenal Customer Service»; it is classified under Business and Economics and corresponds to the first edition.
Recommended for executives, middle managers and customer service professionals who want to align internal treatment with the customer experience.
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