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| Foreword | |
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| Our Thanks | |
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| Preface | |
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| The Fundamental Principles of Knock Your Socks Off Service | |
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| The Only Unbreakable Rule: To the Customer You Are the Company | |
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| Know What Knock Your Socks Off Service Is | |
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| Knock Your Socks Off Service Is: Reliable | |
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| Knock Your Socks Off Service Is: (Re)-Assuring | |
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| Knock Your Socks Off Service Is: Tangibles | |
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| Knock Your Socks Off Service Is: Empathetic | |
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| Knock Your Socks Off Service Is: Responsive | |
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| The Customer Is Always. . The Customer | |
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| The How To's of Knock Your Socks Off Service | |
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| Honesty Is the Only Policy | |
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| All Rules Were Meant to Be Broken (Including This One) | |
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| Creating Trust in an Insecure, Suspicious World | |
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| Taking Ownership of Your Service Encounters | |
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| Become a Listening Post | |
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| Asking Intelligent Questions | |
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| Winning Words and Soothing Phrases | |
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| Facts for Face-to-Face | |
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| Tips for Telephone Talk | |
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| It's a Small World: Culturally Sensitive Service | |
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| The Generational Divide: Serving Age-Diverse Customers | |
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| Communicating Knock Your Socks Off Service | |
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| Co-Workers as Partners: Communicating Across Functions | |
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| Exceptional Service Is in the Details | |
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| Good Selling Is Good Service Good Service Is Good Selling | |
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| Communicating with Customers in the Digital Age | |
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| Putting Your Best E-Mail Foot Forward | |
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| Responding Positively to Negative Feedback | |
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| Never Underestimate the Value of a Sincere Thank-You | |
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| The Problem-Solving Side of Knock Your Socks Off Service | |
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| Be a Fantastic Fixer | |
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| The Axioms of Service Recovery | |
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| Use the Well-Placed "I'm Sorry" | |
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| Fix the Person | |
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| Fair-Fix the Problem | |
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| Service Recovery in the Digital Age | |
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| Recovery: Social Media Style | |
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| Customers from Hell� Are Customers, Too | |
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| The Customers from Hell� Hall of Shame | |
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| Knock Your Socks Off Service Fitness: Taking Care of You | |
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| Master the Art of Calm | |
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| Keep It Professional | |
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| The Competence Principle: Always Be Learning | |
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| Party Hearty Activities Connections "The Knock Your Socks Off" Library | |
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| Index | |
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| About Performance Research Associates, Inc. | |
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| About the Editors | |