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Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
Part I: Creating the Customer-Centric Organization.
Chapter 1: Championing Customer Service.
Chapter 2: In-Focused or Customer-Focused: Where Do You Stand?
Chapter 3: Building a Winning Service Strategy.
Chapter 4: Better Service through Surveys: Questionnaires, Focus Groups, and Interviews.
Chapter 5: Company-Wide Training as a Catalyst for Change.
Part II: Take It from the Top: Service Management.
Chapter 6: Coaching Service Excellence.
Chapter 7: What You Can Measure, You Can Manage: Service Standards.
Chapter 8: Beyond Employee of the Month: Reward and Recognition.
Chapter 9: It Takes a Team: Problem-Solving with a Twist.
Part III: Keeping Your Customers: Simple Actions, Significant Payoffs.
Chapter 10: A Wink, a Smile, and a Nod: Body Language.
Chapter 11: It’s Not What You Say, It’s How You Say It: Phone Tone and Etiquette.
Chapter 12: It Takes Two to Tango: Getting in Step with Your Customer.
Chapter 13: Turning Service Excellence into Sales Success: Five Timeless Techniques.
Part IV: Road Blocks: When the Going Gets Rough.
Chapter 14: Saying No: What to Do When You Can’t Say Yes.
Chapter 15: Seeing Red: Dealing with Difficult Customers.
Chapter 16: Taking Initiative: Bouncing Back from Service Blunders.
Chapter 17: The Gift of the Gaffe: Dealing with Customer Complaints.
Part V: Working in a Wired World: Customer Service on the Web.
Chapter 18: Clicking with Your Customers: Online Content and Commerce.
Chapter 19: Making Your Web Site Shine with Site Design.
Chapter 20: E-Mail Etiquette and Writing: Making the Most of the Medium.
Chapter 21: CRM: Automating the Personal Touch.
Part VI: The Part of Tens.
Chapter 22: Ten Major Don’ts of Customer Service.
Chapter 23: Ten Tips for Constructive Conflict with Co-Workers.
Chapter 24: Ten Ways to Get Better Service as a Customer.