Re-energize your company's customer service--and inspire greater customer loyalty--using the power of kindness. Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques and processes at the customer contact level. Rather, it's a culture of kindness and consideration--up and down the entire organization--that fundamentally changes employee attitudes toward customers. It's what makes the difference between a short-term relationship and long-term customer loyalty. Based on extensive research and featuring real-life examples from companies known for their outstanding customer service such as L.L. Bean, FedEx, and Chick-fil-A, The Kindness Revolution examines how eliminating indifference in the workplace from the top down helps fuel unbelievably positive customer interactions. The book shows readers what "kind" companies have in common--a widespread culture of dignity, respect, courtesy, and kindness--and how to replicate it at their own organization. Inspiring and practical, The Kindness Revolution shows readers how to take the critical step toward truly outstanding--and self-perpetuating--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 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 The Kindness Revolution that providing exceptional, compassionate customer service can only happen when you build a deep and lasting relationship with your employees. And it is kindness, says Horrell, that most characterizes that relationship. For organizations large and small, of any size or industry, The Kindness Revolution is a resounding wake-up call to change the way your company thinks about its employees, and to practice the basic values of dignity, respect, courtesy, and kindness from top to bottom throughout your organization. The way you treat your employees will be the way they treat your customers. Follow the wise advice and insightful examples in The Kindness Revolution, and experience the enormous payback in loyal customers, a more prosperous company - and a better way of life.
Even in today's sophisticated society, communication is the number one problem in most organizations, the number one customer complaint, & the number one factor in troubled relationships, both professional & personal. Through his professional speaking & communications consulting career, Ed Horrell has observed the significant difference between effective & ineffective communicators--those who are effective, genuinely convey attitudes of dignity, respect & common courtesy for their listeners through their words, actions & tones. The simple but powerful common courtesy can get RESULTS, both in platform speaking & everyday communication. In his new book, MORE THAN WORDS, Horrell teaches nine new fundamental principles to communication, the Silver Rules. These Silver Rules virtually address all areas of interpersonal communication from non-defensive behavior to attitudes to unspoken messages to listening skills. Each rule builds upon the premise of demonstrating dignity & respect through all interpersonal communication. This book is practically written...with the hope that readers will apply the simple but profound techniques & tips. Each chapter is reinforced with easy "how-to" steps so that readers can truly begin using the Silver Rules. In addition, skill-building resources are include to provide guidance in determining one's communication style & current levels of listening, presentation, & interpersonal communication effectiveness. Horrell, uses a warm, inviting, & easy-to-read style to convey his observations & feelings regarding interpersonal communication. Through his relaxed style, humorous anecdotes & actual case studies, Horrell presents one of the most practical guides to truly improving interpersonal communication available today. To order contact: Center for Spoken Communication, Inc., (901) 755-9778.
Edward Adams challenges a strong consensus in New Testament and Early Christian studies: that the early Christians met 'almost exclusively' in houses. This assumption has been foundational for research on the social formation of the early churches, the origins and early development of church architecture, and early Christian worship. Recent years have witnessed increased scholarly interest in the early 'house church'. Adams re-examines the New Testament and other literary data, as well as archaeological and comparative evidence, showing that explicit evidence for assembling in houses is not nearly as extensive as is usually thought. He also shows that there is literary and archaeological evidence for meeting in non-house settings. Adams makes the case that during the first two centuries, the alleged period of the 'house church', it is plausible to imagine the early Christians gathering in a range of venues rather than almost entirely in private houses. His thesis has wide-ranging implications.
Along with the settlement of the Texas frontier came rustlers, public drunks, gunfighters, and other outlaws. A jail in which to incarcerate the lawbreakers was thus often the first public building raised in a new town. Later, as government developed, public buildings—notably county courthouses and jails—assumed not only practical but also symbolic importance. The architecture of these buildings in the nineteenth century reflected the power and status with which the community imbued the government; many of the same architects applied the aesthetic standards of the day to both. In later years, the safety and at least limited comfort of the prisoners became concerns and jails were remodeled or abandoned to other uses in favor of modern, more utilitarian structures. In this heavily illustrated guide to the historic county jails of Texas, Ed Blackburn Jr. takes readers to each of the 254 counties in the state, presenting brief histories and of the counties and their structures that housed their criminals. He provides general information about the architecture and location of the buildings and, when possible, describes the present uses of those that have been decommissioned. Interviews with local officials, historians, and newspaper publishers have yielded colorful anecdotes for many of the jails. Revealing photographs of many of the old jails have been gathered from local and archival sources, and Blackburn himself has taken pictures of extant buildings. Together, these words and images not only provide a survey of the way Texans have housed their criminals, but also, with the aid of thumbnail maps of county locations, offer residents and tourists throughout the state a guide to a fascinating aspect of architectural and cultural history.
‘Definitive, critical and engaging, this is a superb introduction to the sociology of work.’ Leo McCann Now in a fully updated third edition, The Sociology of Work draws on the work of classic and contemporary theorists, to provide readers with a thorough exploration of all aspects of work and employment, including paid and unpaid work, standard and non-standard employment, and unemployment. The new edition includes: Two new chapters on "Work, Skill and the Labour Process" and "Managing Culture at Work". Expanded coverage of the rise and decline of trade unions; emotional labour, misbehaviour, and resistance at work. Further discussion of the gig economy and precarious work; automation and the end of work; globalization and human rights. For Sociology and Business students, taking modules in work, employment and society.
Re-energize your company's customer service--and inspire greater customer loyalty--using the power of kindness. Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques and processes at the customer contact level. Rather, it's a culture of kindness and consideration--up and down the entire organization--that fundamentally changes employee attitudes toward customers. It's what makes the difference between a short-term relationship and long-term customer loyalty. Based on extensive research and featuring real-life examples from companies known for their outstanding customer service such as L.L. Bean, FedEx, and Chick-fil-A, The Kindness Revolution examines how eliminating indifference in the workplace from the top down helps fuel unbelievably positive customer interactions. The book shows readers what "kind" companies have in common--a widespread culture of dignity, respect, courtesy, and kindness--and how to replicate it at their own organization. Inspiring and practical, The Kindness Revolution shows readers how to take the critical step toward truly outstanding--and self-perpetuating--customer service.
The Westminster Dictionary of New Testament and Early Christian Literature and Rhetoric details the variety of literary and rhetorical forms found in the New Testament and in the literature of the early Christian church. This authoritative reference source is a treasury for understanding the methods employed by New Testament and early Christian writers. Aune's extensive study will be of immense value to scholars and all those interested in the ways literary and rhetorical forms were used and how they functioned in the early Christian world. This unique and encyclopedic study will serve generations of scholars and students by illuminating the ways words shaped the consciousness of those who encountered Christian teachings.
The study concludes that there is scope for further development of the agricultural economy at Tshiombo but this will require comprehensive reform of existing state services such as tractor ploughing and agricultural extension. More flexible partnerships between the state and non-state organisations, including private entrepreneurs, individual farmers and the struggling Tshiombo Co-operative in the provision of credit, marketing and transport services are also identified as areas suitable for development. Constraints of land, capital and household labour suggest that in most cases agriculture is likely to remain supplementary to income obtained from the non-farm economy, but can be a valuable source of food and an important safety-net in times of crisis."--BOOK JACKET.
After sketching the history of modern criticism, this work examines the dating of New Testament books and their techniques of biblical citation, Paul's mission to Spain, the hypothesis of 'innocent' apostolic pseudepigrapha, and the use of preformed traditions in Paul's christology.
A signature volume in the NIV-based New American Commentary series, New Testament professor Mark Taylor offers his exposition of the popular book of 1 Corinthians to give readers a deeper understanding of its content and context.
Thank you for visiting our website. Would you like to provide feedback on how we could improve your experience?
This site does not use any third party cookies with one exception — it uses cookies from Google to deliver its services and to analyze traffic.Learn More.