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| Preface to the Second Edition | |
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| Succeeding at Customer Service | |
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| Basics of Customer Service | |
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| What's in it for Me? | |
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| Different Kinds of Customers | |
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| First Things First-Dispelling an Important Customer Service Myth | |
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| Understanding what Customers Want | |
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| How to get the most from this Book | |
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| Customer Service Tools and Techniques | |
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| Above and Beyond the Call of Duty | |
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| Acknowledge Customer's Needs | |
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| Acknowledge Without Encouraging | |
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| Active Listening | |
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| Admit Mistakes | |
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| Allow Venting | |
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| Apologize | |
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| Appropriate Nonverbals | |
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| Appropriate Smiles | |
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| Arrange Follow-Up | |
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| Ask Probing Questions | |
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| Assurances of Effort | |
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| Assurances of Results | |
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| Audience Removal | |
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| Bonus Buy Off | |
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| Broken Record | |
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| Close Interactions Positively | |
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| Common Courtesy | |
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| Complete Follow-Up | |
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| Contact Security/Authorities/Management | |
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| Disengage | |
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| Distract | |
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| Empathy Statements | |
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| Expedite | |
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| Expert Recommendations | |
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| Explain Reasoning or Actions | |
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| Face-Saving Out | |
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| Find Agreement Points | |
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| Finish Off/Follow Up | |
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| Isolate/Detach Customer | |
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| Level | |
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| Manage Height Differentials/Nonverbals | |
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| Manage Interpersonal Distance | |
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| Not Taking the Bait | |
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| Offering Choices/Empowering | |
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| Plain Language | |
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| Preemptive Strike | |
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| Privacy and Confidentiality | |
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| Pros and Cons | |
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| Provide Alternatives | |
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| Provide a Customer Takeaway | |
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| Provide Explanations | |
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| Question Instead of State | |
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| Refer to Supervisor | |
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| Refer to Third Party | |
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| Refocus | |
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| Set Limits | |
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| Some People Think That (Neutral Mode) | |
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| Stop Sign-Nonverbal | |
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| Suggest an Alternative to Waiting | |
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| Summarize the Conversation | |
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| Telephone Silence | |
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| Thank-Yous | |
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| Timeout | |
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| Use Customer's Name | |
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| Use of Timing with Angry Customers | |
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| Verbal Softeners | |
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| Voice Tone-Emphatic | |
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| When Question | |
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| You're Right! | |
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| Dealing with Specific Customer Situations | |
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| When you're Late or Know You'll Be Late | |
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| When a Customer Is in a Hurry | |
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| When a Customer Jumps Ahead in a Line of Waiting Customers | |
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| When a Customer Asks to Be Served Ahead of Other Waiting Customers | |
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| When a Customer Interrupts a Discussion between the Employee and Another Customer | |
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| When a Customer has a Negative Attitude About Your Company Due to Past Experiences | |
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| When You Need to Explain a Company Policy or Procedure | |
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| When a Customer Might Be Mistrustful | |
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| When the Customer Has Been Through Voicemail Hell | |
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| When a Customer Is Experiencing a Language Barrier | |
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| When the Customer Has been "Buck-Passed" | |
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| When a Customer Needs to Follow a Sequence of Actions | |
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| When the Customer Insults Your Competence | |
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| When a Customer Won't Stop Talking on the Phone | |
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| When the Customer Swears or Yells #1 | |
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| When the Customer Swears or Yells #2 | |
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| When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #1 | |
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| When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #2 | |
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| When a Customer Has Been Waiting in a Line | |
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| When You Don't Have the Answer | |
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| When Nobody Handy Has the Answer | |
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| When You Need to Place a Caller on Hold | |
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| When You Need to Route a Customer Phone Call | |
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| When You Lack the Authority to ... | |
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| When a Customer Threatens to go Over Your Head | |
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| When a Customer Demands to Speak with Your Supervisor | |
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| When a Customer Demands to Speak with Your Supervisor, Who Isn't Available | |
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| When a Customer Threatens to Complain to the Press | |
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| When a Customer Demands to Speak to the "Person in Charge" | |
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| When a Customer Makes an Embarrassing Mistake | |
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| When a Customer Withholds Information Due to Privacy Concerns | |
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| When a Customer Threatens Bodily Harm or Property Damage | |
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| When a Customer Is Confused About What He or She Wants or Needs | |
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| When a Customer Makes a Racist Remark | |
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| When a Customer Makes a Sexist Remark | |
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| When a Customer Refuses to Leave | |
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| When a Customer Accuses You of Racism | |
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| When a Customer Plays One Employee Off Another ("So-and-So Said") | |
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| When a Customer Might Be Stealing | |
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| When a Customer Is Playing to an Audience of Other Customers | |
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| When a Customer Exhibits Passive-Aggressive Behavior | |
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| When a Customer Uses Nonverbal Attempts to Intimidate | |
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| When a Customer Makes Persistent and Frequent Phone Calls | |
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| When Someone Else Is Not Responding (No Callback) | |
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| When You Need to Clarify Commitments | |
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| When a Customer Wants Information You're Not Allowed to Give | |
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| When a Customer Makes a Suggestion to Improve Service | |
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| When You Can't Find a Customer's Reservation/Appointment | |
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| When You're Following Up on a Customer Complaint | |
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| Properly Identifying the Internal Customer | |
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| When an Internal Customer Isn't Following Procedures to Request Service | |
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| When the Customer Wants Something that Won't Fill His Need | |
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| When You Want Feedback from the Customer | |
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| When a Customer Complains About Red Tape and Paperwork | |
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| When You Need to Respond to a Customer Complaint Made in Writing | |
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| When a Reservation/Appointment Is Lost and You Can't Meet the Commitment | |
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| When Customers Are Waiting in a Waiting Room | |
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| When a Customer Complains about a Known Problem | |
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| When a Customer Asks Inappropriate Questions | |
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| When a Customer Tries an Unacceptable Merchandise Return | |
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| Social Media and Customer Service | |
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| The Connection Between Social Media and Customer Service | |
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| Scanning, Watching, Searching (Proactive) | |
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| Triage: Proactively Prioritizing Complaints/Comments | |
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| Contact! | |
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| Proactive Complaint Handling | |