Chapter Opening Case -- "In the Real World" offers students real-world examples that are interesting and relatable. They are targeted specifically due to their relevance to students. Further web research links are offered at the end of each case. Also, the case wraps to a conclusion at the end of the chapter with more in-depth analysis.

Work it Out boxed material give the students a service dilemma. The scenarios are real and relevant. In addition, each is accompanied by questions that can be used as assigned material or for in-class discussions.

Planning to Serve activities provide a roadmap for your planning strategies and identifying techniques that you can use from the book to provide superior customer service in the future.

Ethical Dilemmas. Like the Work it Out boxes, these offer relevant examples and questions to help foster class discussions or for use as assigned material.

Service Success Tips give students applicable ideas on successful customer service approaches. Additionally, this reinforces the real-world approach highlighted in the text.

Collaborative Learning Activity are End-of-chapter exercises that can be done in class and promote team-work as a method for problem-solving. They are helpful for instructor's trying to find multiple ways to address chapter topics. They also relate directly to the career college tendency for long classes that need to be filled with a variety of activities.

Face to Face Cases are End-of-chapter cases that look at specific scenarios of customer service issues. They give students a customer service scenario and outline a specific role w/in the scenario. They provide critical thinking questions that allow students to engage in the material and create their own solutions.

Reader Satisfaction Survey in the Appendix that gives you a chance to provide the author with feedback on the perceived value of this book. In addition to experiencing an actual customer survey to express what you liked and did not like, you will also receive a gift for returning the form.

Search It Out are End-of-chapter exercises that utilize the internet as a tool for research and information gathering. Like the Collaborative Learning Exercises, these exercises address the need for multiple approaches to learning.

Increased coverage of outsourcing and globalization. Updated coverage of technology.

Self-Assessment of your current skills and knowledge levels before you even read the first page. This is done through a series of brief questions related to providing customer service that you can score yourself. If your responses are incorrect, you can use the areas missed to focus in on specific chapters as you read the book. For those areas where you get the answers right, you can use chapters which discuss them as a reinforcement.

Quick Preview is a Chapter Opening True/False Pretest that allows students to test pre-existing knowledge and ideas with regards to customer service; answers are provided on the Website and at the end of the chapter.

Chapter Review Questions are assignable questions that highlight important chapter materials. They reinforce important chapter concepts. Used in conjunction with the Quick Previews, these help instructors assess student comprehension.

Learning Objectives offer students/instructors map of important chapter information; A-heads are linked to Learning objectives, per career expectations.