Publisher's Synopsis
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 Rather than relying on outdated modes of customer service training, manuals, etc., it examines the work environment and provides guidance on creating it in a way that will naturally lead to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
