Inside Out: Creating Work Environments that Lead to Exceptional Customer Service provides an entirely new way of working toward improved customer service. Rather than relying on outdated modes of customer service training, manuals, etc., it examines the work environment and provides guidance on creating it in a way that will naturally lead to great customer service, known as the "inside out" customer service approach. Authors Jeff Sullivan and Jennifer Good use the often amusing and unlikely story of Jeff's career as a backdrop to offering the reader a wealth of knowledge, insights, practical advice, and an entirely new way of working toward improved customer service. Jeffrey Sullivan toured for months at a time with his band playing honky tonks and sleazy bars full of dangerous people. One morning, in a dive hotel in New Mexico, he wakes up with the "a-ha!" moment that will forever change his life: he wants to build a career with a great company. He begins fueling private jets at the Austin, Texas airport, then scrubs toilets on the night shift for Southwest Airlines, works his way into the chief development executive and eventually becomes one of the most sought after and successful customer service experts in the country.This is the #1 must-have resource for anyone looking to maximize his or her company's potential. Covering such concepts as making sure your employees fit their jobs and feel important, hiring for attitude, incorporating strategic values into your people practices, providing training rather than rulebooks, and creating an ownership attitude, the revolutionary "inside out" concept of customer service will assist in building a values-based organization that is specifically geared to organizational, bottom line success. Straightforward and eminently accessible, it approaches your business as an ecosystem, teaching you how to grow it exactly how you desire.A timely, incisive, and fundamental gold mine for anyone involved in hiring or employee management, Sullivan and Good's groundbreaking approach to the philosophy of human resources and employee management is a revelation. Best of all, the books takes just 90 minutes to read yet provides the specificity needed to build a positive and profitable business environment from the ground up. The authors purposefully get right to the point. Unlike other guides available that are driven by antiquated, static ideas of customer service interaction, Inside Out: Creating Work Environments that Lead to Exceptional Customer Service is the cutting edge of method and practicality whose humorous, straight forward, and accessible manner allows it to truly become a guide to radically change your company's culture. Revised June 2013
About the Author: Jeff Sullivan has 25 years of experience in senior human resource and consulting roles for Southwest Airlines, Office Depot, JetBlue, Jenny Craig, Fender Music, Elizabeth Arden, Cranium Games, WestJet, and others. Jeff has wide experience in start-ups and merger/acquisitions, and has worked in every major industry in America. While Jeff was at Southwest, the company was named to Fortune's "Best Places to Work in America" five years in a row, had the best service record of any airline, and became one of America's most celebrated companies. During Jeff's time at Office Depot, the company was the top performing and fastest growing retailer in America. Jeff served on the presidential commission for retail development. Jennifer Good is an educator, strategist, and management consultant. She has over 25 years of experience working with leaders in the fields of training, employee relations, strategic planning, compensation planning, communications, and branding. She has written 22 training courses covering a wide variety of communication and management skills. Jennifer's experience ranges from start-ups to multi-billion dollar businesses as well as local, state, and federal government, public universities, and private schools.