CONTENTS
PART I: UNDERSTANDING OBSTACLES TO OUTSTANDING CUSTOMER SERVICE
Chapter 1 Customer Service Doesn’t Come Naturally: Hidden Obstacles to Serving Customers
The Service Consistency Challenge
The Customer Service Disconnect
Natural Obstacles to Service Greatness
PART II: OVERCOMING OBSTACLES TO OUTSTANDING CUSTOMER SERVICE
Chapter 2 The Customer Is NOT Always Right: Equipping Employees to Handle Challenging Customers
Customers Have Varied Expectations
Solution Summary: Overcoming Challenging Customers
Chapter 3 They’re Your Customers, Not Mine: Aligning Employees’ Interests with Those of the Company
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