Kind of Person combines time-tested leadership principles, practical strategies, and thought-provoking exercises, offering a new, refreshing paradigm for customer service employees to see their work - through meaningful and purposeful customer service.
Perhaps you're a manager, in the service of those in front-line customer service. Or perhaps you are in front-line customer service yourself. In either case, this book is for you
By the end of this book you will have a new understanding of your job, the impact you have each day on the lives of those in your care, and how to curate the experience of service for yourself, your customers, and your colleagues.
This book is not a quick-fix self-help book though.
You'll get real tips and tricks that you can put into practice.
You'll get step-by-step instructions for handling difficult service situations, and examples for you to follow and emulate that will raise your level of service to those around you, not at your expense, but at your pleasure.
Kind of Person will help you discover why are you working at your current company, and not somewhere else, and how you can connect and increase the quality of life for the people who you work with.
It examines the uncommonly known truth of what people really want out of a job.
Then you will examine the most common service attitudes customer service personnel display, and get great tips on how to maintain professionalism even in the most challenging situations.
When learning about teaming you will examine the 5 key ingredients of Trust, Dependability, Clarity, Meaning, and Impact.
You will identify how you can bring these ingredients into your current team to make them more effective.
Creating a great team isn't all you need as a leader, this book also allows you to discover how you can empower your team to create successful customer service moments. It will give you a guide that you can use to coach your team, to help them make the best decisions, and to bring the best out of them, helping them take their customer service to the next level.