附註:Includes index.
Introduction -- Part I: The basics ; Chapter 1. The heart of the matter ; Chapter 2. Serving up your best (even when feeling your worst) -- Part II: Seven keys to delivering super service ; Chapter 3. Customer service key 1: The right attitude ; Chapter 4. Customer service key 2: Understand the customer's needs ; Chapter 5. Customer service key 3: Communicate clearly ; Chapter 6. Customer service key 4: Reach agreement ; Chapter 7. Customer service key 5: Check understanding ; Chapter 8. Customer service key 6: Take action ; Chapter 9. Customer service key 7: Build on satisfaction -- Part III: Advanced customer service skills ; Chapter 10. How to handle an unhappy customer ; Chapter 11. Selling skills ; Chapter 12. Telephone skills ; Chapter 13. How to avoid stress and burnout -- Index.
