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The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service by Ed Horrell

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Introduction: My Quest for the Best

I AM A PROFESSIONAL SPEAKER, freelance writer, author, and radio talk show host. I actually launched my radio show, Talk About Service, after I began the original research for this book, but that role has helped me enormously by constantly validating what I found on this quest for customer service excellence. The exposure to listeners via both telephone calls and e-mails has supported the information I will be presenting to you. All of the stories, quotes, and e-mails are real and reflect the current state of customer service from actual customers with whom I have come into contact. You won’t have to look very closely to determine my overall opinion of service today.

As a customer service advocate, I figured ...

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