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.