Service Where it Counts . Making a Difference on the Front Line

David E. Reed

ISBN 10: 0979800978 / ISBN 13: 9780979800979

Published by CornerStone Leadership Institute, 2008

About this Item

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Bibliographic Details

• Title: Service Where it Counts . Making a Difference on the Front Line
• Publisher: CornerStone Leadership Institute
• Publication Date: 2008
• Language: English
• ISBN 10: 0979800978
• ISBN 13: 9780979800979
• Binding: paperback
• Condition: Very Good

About this title

Synopsis

Where the rubber meets the road or The buck stops here are phrases that come to mind when you think of front-line employees and customer service. The company s reputation in the marketplace is formed by how that customer is treated by the front-line team member day in and day out. Service Where it Counts is dedicated to all workers who provide services, respond to difficult customers, and deliver on all the plans made in nearly every corporation or nonprofit organization. You make up the largest segment of the work force and may often feel unappreciated or overlooked The purpose of this book is to give you a true understanding of how personally embracing these service ideas can make your organization successful while also changing the way you view your job, which can help you reach your career goals.

About the Author

David Reed brings a unique combination of an engineering education, real-world experience, and entertaining presentation skills to each client engagement. Chemical Engineering and Computer Science degrees from Texas A&M University provide the technical, process-minded approach to reviewing work processes. Over 15 years ago, David realized he wanted to ultimately start a company that focused on two areas: 1) Customer Service and 2) Leadership. He believes that if any organization can do a good job in these areas, they will ultimately be successful. David served with Andersen Consulting and Exxon, and in senior leadership roles with several smaller companies. His last stop prior to starting his own business was with Walt Disney World in Orlando. Since starting Customer Centered Consulting Group, Inc. in 1999, David has provided business consulting, training and speaking services for a wide variety of companies. David is the author of three additional easy-read, customer-service books: Monday Morning Customer Service, Business Meets the Bible: Customer Service, and A Culture of Service. He resides in Frisco, Texas, with his wife and two children and travels throughout the country conducting customer-service training and providing consulting services.