附註:Includes bibliographical references (p. 144-146).
Introduction: the world of the customer service coach -- Thinking and acting like a coach -- Skills of the knock your socks off service coach -- "Welcome to the team!" coaching the new employee -- "Nice job, Charlene!" coaching for high performance -- "Can I help?" coaching on the run -- "Help! I'm stumped" coaching the unsure employee -- "This could be tricky" coaching for difficult duty -- "Great opportunity, Charlie!" coaching for special situations -- The coach's nasty nine -- "Can we talk?" peer coaching -- Recommended resources.
