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After 11 years of writing and
producing Human Resource training films, Ross applies his independent
research to this fresh, enlightening, and entertaining Keynote Speech
& Break Out Seminar.
Even with exhaustive
HR training, Ross has discovered that, "Managers have been treating the
symptoms rather than curing the core problems of horrific customer
service. Now, customers are shouting back. Customers want us to stop
performing “mandatory service” and actually understand how they are
FEELING before, during and after the transaction."
demonstrates how too many businesses are blinded by hopeful sales
goals, operational procedures, technology solutions, mission
statements, and the corporate "vision." Smart managers need to put
their energy into teaching their people how to respond to the
customers' EMOTIONAL REACTIONS.
$24.95 / Hard Cover