The Kindness Revolution: The Company-wide Culture Shift That Inspires Phenomenal Customer Service

"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…