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."

Ross 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