Cover Page -- Title Page -- Copyright Page -- Contents -- Foreword -- Our Thanks -- Preface -- Part One: The Fundamental Principles of Knock Your Socks Off Service -- 1 The Only Unbreakable Rule: To the Customer You Are the Company -- 2 Know What Knock Your Socks Off Service Is -- 3 Knock Your Socks Off Service Is: Reliable -- 4 Knock Your Socks Off Service Is: (Re)-Assuring -- 5 Knock Your Socks Off Service Is: Tangibles -- 6 Knock Your Socks Off Service Is: Empathetic -- 7 Knock Your Socks Off Service Is: Responsive -- 8 The Customer Is Always… The Customer -- Part Two: The How To's of Knock Your Socks Off Service -- 9 Honesty Is the Only Policy -- 10 All Rules Were Meant to Be Broken (Including This One) -- 11 Creating Trust in an Insecure, Suspicious World -- 12 Taking Ownership of Your Service Encounters -- 13 Become a Listening Post -- 14 Asking Intelligent Questions -- 15 Winning Words and Soothing Phrases -- 16 Facts for Face-to-Face -- 17 Tips for Telephone Talk -- 18 It's a Small World: Culturally Sensitive Service -- 19 The Generational Divide: Serving Age-Diverse Customers -- Part Three: Communicating Knock Your Socks Off Service -- 20 Co-Workers as Partners: Communicating Across Functions -- 21 Exceptional Service Is in the Details -- 22 Good Selling Is Good Service-Good Service Is Good Selling -- 23 Communicating with Customers in the Digital Age -- 24 Putting Your Best E-Mail Foot Forward -- 25 Responding Positively to Negative Feedback -- 26 Never Underestimate the Value of a Sincere Thank-You -- Part Four: The Problem-Solving Side of Knock Your Socks Off Service -- 27 Be a Fantastic Fixer -- 28 The Axioms of Service Recovery -- 29 Use the Well-Placed "I'm Sorry" -- 30 Fix the Person -- 31 Fair-Fix the Problem -- 32 Service Recovery in the Digital Age -- 33 Recovery: Social Media Style -- 34 Customers from Hell® Are Customers, Too.

35 The Customers from Hell® Hall of Shame -- Part Five: Knock Your Socks Off Service Fitness: Taking Care of You -- 36 Master the Art of Calm -- 37 Keep It Professional -- 38 The Competence Principle: Always Be Learning -- 39 Party Hearty -- Activities Connections -- "The Knock Your Socks Off" Library -- Index -- About Performance Research -- About the Editors -- Footnotes -- Chapter 19 -- * -- Chapter 28 -- *.