Manage your company's emotions

Author: [US] Barlow/[US] Moor/Dong Gengsheng
Publisher:
Publish Date: 2005-03-01
Features: "Manage Your Company's Emotions" not only provides excellent service to accelerate business growth but also offers a genuine touch experience, transforming work into a personalized and impactful activity, enabling professionals to achieve self-fulfillment. Any company seeking to improve emotional interactions between employees and customers must first read this book. "Manage Your Company's Emotions" explains the essential conditions for customer service in 21st-century business enterprises. This book is well-organized, thoughtfully crafted, and introduces the emotional values needed to influence a company's culture. About two years ago, Dell Computer Company mobilized its entire workforce to launch a movement focused on customer experience, highlighting the company's dedication. This movement remains Dell's only non-financial goal to this day. Ms. Barlow was a key figure in driving this initiative, and her insights and reflections are thoroughly detailed in this book. It is a must-read for professionals in the business and industrial sectors. "Manage Your Company's Emotions" achieves remarkable success and is destined to become a classic in the field of customer service literature. Ms. Barlow and Ms. Moor comprehensively examine the experiences of both customers and service staff in the book, reflecting on how the true nature of their interaction will forever change your understanding, delivery, and reception of customer service. This book is based on rigorous research, making it rich in content, practical in insights, and supported by vivid case studies that readers will remember long after finishing it. We urge everyone not only to read this book but also to implement its principles immediately, as it is not only about how customers perceive your company but also about the value they create for you.