Inside Out: Creating Work Environments that Lead to Exceptional
Customer Service provides an entirely new way of working toward
improved customer service. Rather than relying on outdated modes of
customer service training, manuals, etc., it examines the work
environment and provides guidance on creating it in a way that will
naturally lead to great customer service, known as the "inside out"
customer service approach. Authors Jeff Sullivan and Jennifer Good
use the often amusing and unlikely story of Jeff's career as a
backdrop to offering the reader a wealth of knowledge, insights,
practical advice, and an entirely new way of working toward
improved customer service. Jeffrey Sullivan toured for months at a
time with his band playing honky tonks and sleazy bars full of
dangerous people. One morning, in a dive hotel in New Mexico, he
wakes up with the "a-ha " moment that will forever change his life:
he wants to build a career with a great company. He begins fueling
private jets at the Austin, Texas airport, then scrubs toilets on
the night shift for Southwest Airlines, works his way into the
chief development executive and eventually becomes one of the most
sought after and successful customer service experts in the
country. This is the #1 must-have resource for anyone looking to
maximize his or her company's potential. Covering such concepts as
making sure your employees fit their jobs and feel important,
hiring for attitude, incorporating strategic values into your
people practices, providing training rather than rulebooks, and
creating an ownership attitude, the revolutionary "inside out"
concept of customer service will assist in building a values-based
organization that is specifically geared to organizational, bottom
line success. Straightforward and eminently accessible, it
approaches your business as an ecosystem, teaching you how to grow
it exactly how you desire. A timely, incisive, and fundamental gold
mine for anyone involved in hiring or employee management, Sullivan
and Good's groundbreaking approach to the philosophy of human
resources and employee management is a revelation. Best of all, the
books takes just 90 minutes to read yet provides the specificity
needed to build a positive and profitable business environment from
the ground up. The authors purposefully get right to the point.
Unlike other guides available that are driven by antiquated, static
ideas of customer service interaction, Inside Out: Creating Work
Environments that Lead to Exceptional Customer Service is the
cutting edge of method and practicality whose humorous, straight
forward, and accessible manner allows it to truly become a guide to
radically change your company's culture. Revised June 2013
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