Preface
Acknowledgements

Part I: The Profession

Chapter 1: What is Customer Service?
Chapter 2: Contributing to a Service Culture

Part II: Skills for Success

Chapter 3: Positive Verbal Communication
Chapter 4: Nonverbal Communication in Customer Service
Chapter 5: Listening to the Customer
Chapter 6: Customer Service and Behavior
Chapter 7: Handling Difficult Customer Encounters
Chapter 8: Customer Service in a Diverse World
Chapter 9: Customer Service via Technology

Part III: Self-Help Skills

Chapter 10: Managing Your Stress
Chapter 11: Managing Your Time

Part IV: Enhancing Customer Relationships

Chapter 12: Encouraging Customer Loyalty
Chapter 13: Service recovery

Part V: Customer Service for the Twenty-First Century

Chapter 14: Focusing on the Future

Appendices
Glossary
Bibliography
Index