Know When to Break the First Rule: Creating a Culture of Can Do in a Can't Do Environment

Know When To Break The First Rule will teach you ways in which you can elevate your organization and gain a competitive advantage within your industry. You will read first-hand accounts of how organizations, such as yours, have created amazing client loyalty without adding additional cost or impacting productivity. These easy to understand strategies are designed to assist you in exceeding client expectations through the building of air-tight customer experiences. Learn how to recognize, motivate and reward your organization's most valuable asset: employees who possess the Service Gene. You will also learn how to manage these high-performing, results oriented personalities. Learn about the three gifts that all customer-centric employees crave: autonomy, mastery and purpose. Know When To Break The First Rule will change the way you look at your business, yourself, your employees and your customers.

As the Founder and Principal Consultant of The McConnell Group, Joe McConnell has built and realigned customer service divisions for many organizations, large and small. He's a strong proponent of creating a seamless environment where all employees enjoy and take part in providing a superior client experience. Joe believes, and has proven, that a total customer service experience is achievable and essential in building and enduring organization.