Index
Accenture, 164
Amerispeak, 94
Applegate, Jill, on listening, 62
Arizona State University School of Business, 164
assumptions vs. rules, 49–50
atonement, 149–150, 172–173, 183
attitude, listening, 66
At Your Service training program, 93
auto acknowledgment, 178
Axtell, Roger, on communication, 94
Baby Boomer generation, 99–100
background questions, 68–69
bad language customers, 192–193
banks, customer expectations, 154
behavior, personal, see personal behavior
Bell, Chip R.
on assurance, 18
on colleagues, 106
on service recovery, 152
on stress reduction, 203
Bennett, David, on sales, 118
Berry, Leonard
on RATER factors, 9–11
on sales, 118
Bezos, Jeff, on service recovery, ...
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