| Introduction.
Part I: Creating the Customer-Centric Organization.
Chapter 1: Championing Customer Service.
Chapter 2: In-Focused or Customer-Focused: Where Do You Stand?
Chapter 3: Building a Winning Service Strategy.
Chapter 4: Better Service through Surveys: Questionnaires, Focus Groups, and Interviews.
Chapter 5: Company-Wide Training as a Catalyst for Change.
Part II: Take It from the Top: Service Management.
Chapter 6: Coaching Service Excellence.
Chapter 7: What You Can Measure, You Can Manage: Service Standards.
Chapter 8: Beyond Employee of the Month: Reward and Recognition.
Chapter 9: It Takes a Team: Problem-Solving with a Twist.
Part III: Keeping Your Customers: Simple Actions, Significant Payoffs.
Chapter 10: A Wink, a Smile, and a Nod: Body Language.
Chapter 11: It’s Not What You Say, It’s How You Say It: Phone Tone and Etiquette.
Chapter 12: It Takes Two to Tango: Getting in Step with Your Customer.
Chapter 13: Turning Service Excellence into Sales Success: Five Timeless Techniques.
Part IV: Road Blocks: When the Going Gets Rough.
Chapter 14: Saying No: What to Do When You Can’t Say Yes.
Chapter 15: Seeing Red: Dealing with Difficult Customers.
Chapter 16: Taking Initiative: Bouncing Back from Service Blunders.
Chapter 17: The Gift of the Gaffe: Dealing with Customer Complaints.
Part V: Working in a Wired World: Customer Service on the Web.
Chapter 18: Clicking with Your Customers: Online Content and Commerce.
Chapter 19: Making Your Web Site Shine with Site Design.
Chapter 20: E-Mail Etiquette and Writing: Making the Most of the Medium.
Chapter 21: CRM: Automating the Personal Touch.
Part VI: The Part of Tens.
Chapter 22: Ten Major Don’ts of Customer Service.
Chapter 23: Ten Tips for Constructive Conflict with Co-Workers.
Chapter 24: Ten Ways to Get Better Service as a Customer.
Index.
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