• Creating the Customer-Centric Organization
  - Championing Customer Service.
  - In-Focused or Customer-Focused: Where Do You Stand? 
  - Building a Winning Service Strategy.
  - Better Service through Surveys: Questionnaires.
  - Focus Groups, and Interviews.
  - Company-Wide Training as a Catalyst for Change.

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• Take It from the Top: Service Management
  - Coaching Service Excellence.
  - What You Can Measure, You Can Manage: Service Standards.
  - Beyond Employee of the Month: Reward and Recognition.
  - It Takes a Team: Problem-Solving with a Twist.

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• Keeping Your Customers: Simple Actions, Significant Payoffs
  - A Wink, a Smile, and a Nod: Body Language.
  - It’s Not What You Say, It’s How You Say It: Phone Tone and Etiquette.
  - It Takes Two to Tango: Getting in Step with Your Customer.
  - Turning Service Excellence into Sales Success: Five Timeless Techniques.
   

• Road Blocks: When the Going Gets Rough
  - Saying No: What to Do When You Can’t Say Yes.
  - Seeing Red: Dealing with Difficult Customers.
  - Taking Initiative: Bouncing Back from Service Blunders.
  - The Gift of the Gaffe: Dealing with Customer Complaints.

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• Working in a Wired World: Customer Service on the Web
  - Clicking with Your Customers: Online Content and Commerce.
  - Making Your Web Site Shine with Site Design.
  - E-Mail Etiquette and Writing: Making the Most of the Medium.
  - CRM: Automating the Personal Touch.