Kindness Revolution by Ed Horrell

ED HORRELL has been writing and consulting on customer service issues for over 20 years. He is the host of the syndicated Talk About Service radio show and podcast. A popular speaker, he addresses more than 120 audiences a year. He lives in Memphis, Tennessee.

Kindness Revolution quote from preface page xii... During this quest, it became clear to me that there was something that drove certain companies to provide exceptional and compassionate customer service. Many were clearly head and shoulders above the others. They include L.L. Bean, Chick-fil-A, Nordstrom, Mrs. Fields, St. Jude Children's Research Center, The Ritz-Carlton, FedEx, and an outsource company to FedEx - the inspiring Baddour Center...

Kindness Revolution quote from Chapter 9 page 102... I have been speaking and writing on customer service for years, have been involved in consulting projects that involved customer loyalty and retention. I'm going to tell you right now that I have never encountered a place where the basic concepts of customer service, the underlying principles, are so inherently practiced as at the Baddour Center. If you need to 'fix' your customer service operations, you need to go there with a bucket and bring back everything you can in the way of attitude, pride, and trust.