Table of Contents
Foreword Tom Feeney Safelite AutoGlass President and CEO xi
Preface Frankie Littleford, JetBlue Vice President of Customer Support, Experience, Operations, and Recovery xiii
Author's Note: The Best Job in the World (Mine!) xv
Introduction: Shoot for the Moon: Why the Highest Level of Customer Service is the Only One Worth Aiming For xvii
Chapter by Chapter: What You'll Learn in This Book xix
Getting the Most from This Book xxi
A Glimpse of the Payoff xxiii
1 Automatic Positivity 1
Reader's Cheatsheet for Chapter 1 9
Reading Group Guide for Chapter 1 11
2 The Secrets of Building the World's Best Customer Service Culture-Yours 13
Reader's Cheatsheet for Chapter 2 33
Reading Group Guide for Chapter 2 37
3 Talent Management: Recruiting, Selecting, and Nurturing the Team Who Will Power Your Success 39
Reader's Cheatsheet for Chapter 3 53
Reading Group Guide for Chapter 3 57
Diversity and Inclusion Notes for Chapter 3 from Michael Hyter, Managing Partner at Korn Ferry and Author of The Power of Inclusion 59
4 The Power of "Wow": Creating Stories that Customers Will Remember-and Spread 61
Reader's Cheatsheet for Chapter 4 79
Reading Group Guide for Chapter 4 81
5 The Experience Means Everything 83
Reader's Cheatsheet for Chapter 5 105
Reading Group Guide for Chapter 5 107
Diversity and Inclusion Notes for Chapter 5 from Jan Jones Blackhurst, Caesars International Board of Directors, former Caesars Vice President for Public Policy and Corporate Responsibility (and the First Female Mayor of Las Vegas) 109
6 Building a Backbone to Support the Smiles 111
Reader's Cheatsheet for Chapter 6 129
Reading Group Guide for Chapter 6 131
7 Stepford Customer Service: Avoiding the Deadly Stigma of Inauthenticity 133
Reader's Cheatsheet for Chapter 7 143
Reading Group Guide for Chapter 7 145
8 It's a Wild, Wild Tech-Driven World (And There's No Turning Back) 147
Reader's Cheatsheet for Chapter 8 165
Reading Group Guide for Chapter 8 169
9 Going Social: How "Word of Thumb" is Changing Your World 171
Reader's Cheatsheet for Chapter 9 179
Reading Group Guide for Chapter 9 181
10 The Cliff of Dissatisfaction 183
Reader's Cheatsheet for Chapter 10 195
Reading Group Guide for Chapter 10 197
II Do You Read Books Backward? (If So, You'll Be Starting Here.) 199
Acknowledgments 201
Notes 203
Index 205
About the Author 213