Cover Page -- Title Page -- Copyright Page -- Contents -- Acknowledgments -- Introduction -- Tips for the Trainer -- Tips for the Student -- PART I PUTTING YOUR BEST FACE FORWARD -- 1 Taking Your First Steps: The Basics -- 2 Tossing the Ball Back and Forth: Effective Communication -- 3 Jumping in with Both Feet: Relationship Building -- PART II PUTTING YOUR CUSTOMERS FIRST -- 4 Seeing Eye to Eye: Face-to-Face Contacts -- 5 Saying It with a Smile: Telephone Contacts -- 6 Looking Before You Leap: E-Customer Contacts -- 7 Giving When Getting Is Not Expected: Self-Service Contacts -- 8 Calming the Storm: Difficult Customer Contacts -- PART III PUTTING IT ALL TOGETHER -- 9 Hitting the Ground Running: Ready, Set, Go -- 10 Being the Best You Can Be: The Total Package -- Index.