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Preface to the Second Edition
Part One. Succeeding at Customer Service
Chapter 1. Basics of Customer Service
What’s in It for Me?
Different Kinds of Customers
First Things First—Dispelling an Important Customer Service Myth
Understanding What Customers Want
How to Get the Most from This Book
Chapter 2. Customer Service Tools and Techniques
Above and Beyond the Call of Duty
Acknowledge Customer’s Needs
Acknowledge Without Encouraging
Ask Probing Questions
Assurances of Effort
Assurances of Results
Bonus Buy Off
Close Interactions Positively
Contact Security/Authorities/Management ...