_ Through their many years in private sector business, Steve and Terry have learned that the culture of a business can be a company's most powerful weapon or a major roadblock to success. Help every employee understand the importance of great customer service and his or her role in delivering it with The Pinwheel. Those challenges, however, should not stop you from plotting a path toward customer service excellence. There are also pressures to reduce costs while providing employees with purpose and meaning. Delivering it, however, can be daunting - especially in a changing business environment where social media influences buyers. In this book, Steve Church and Terry Cain define great customer service and explain how it increases employee engagement, boosts repeat business, and drives greater profitability. Many think of the pinwheel as a childhood diversion, but when you envision it as a metaphor for delivering great customer service, it means much more. If one vane is damaged, the pinwheel slows down or stops.
Remember that colorful childhood toy that spins? Each vane of a pinwheel looks the same and catches the same wind, spinning the wheel around.
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