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1 Challenge Customer Demand for Service: Instead of Coping with Demand.
2 Eliminate Dumb Contacts: Instead of Handling Them Again and Again.
3 Create Engaging Self-Service: Instead of Preventing Contact.
4 Be Proactive: Instead of Waiting to Respond.
5 Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet.
6 Own the Actions Across the Organization: Instead of Blaming Customer Service.
7 Listen and Act: Instead of Letting Customer Insights Slip Away.
8 Deliver Great Service Experiences: How to Delight Customers with Awesome Support When They Need It.
Appendix A: Best Service Survey.
Appendix B: Glossary.
Appendix C: Bibliography.
About the Authors.