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Book details ●

Author : Ed Horrell

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Pages : 208 pages

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Publisher : AMACOM 2006-08-16

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Language : English

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ISBN-10 : 0814473075

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ISBN-13 : 9780814473078

Book Synopsis "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 with indifference or disregard, you can expect them to treat your customers with indifference -- and you can then expect to have indifferent customers who will drop you for the next best thing without a murmur of regret. Combining extensive research with inspiring real-life examples from companies known for their outstanding customer service -- such as L.L.Bean, Chick-fil-A, Nordstrom, Mrs. Fields, St. Jude Children s Research Center, The Ritz-Carlton, FedEx, and more -- Horrell explains in