Cover Page -- Copyright Page -- Contents -- PART ONE: The Situation Welcome to Turbulent Times! -- Chapter 1 How the Service Covenant Became Corrupted -- Chapter 2 Picky: Why Today's Customers Are Finicky -- Chapter 3 Fickle: Why Today's Customers Are Capricious -- Chapter 4 Vocal: Why Today's Customers Are Noisy -- Chapter 5 Vain: Why Today's Customers Are Self-Centered -- PART TWO: The Resolution Manifesto: The Wired and Dangerous Link -- Chapter 6 How the Service Covenant Can Be Rebalanced -- Chapter 7 Grounding: How to Balance Yourself for Partnership -- Chapter 8 Connection: How to Help Customers Feel Like Partners -- Chapter 9 Bad Connections: How to Turn Angry Customers into Partners -- Chapter 10 Wireless Connections: How to Partner with Customers via the Internet -- Chapter 11 Congruence: How to Get the Service Setting in Balance -- Chapter 12 Acumen: How to Keep the Customer Relationship in Balance -- PART THREE: Suggestions for Partnering with Customers -- Flash Drive: Tools and Favorites -- Tools -- 1 For Calming Customer Crackpots, Bullies, and Militants -- 2 For Serving When Customer Pain Must Be Involved -- 3 For Giving Great Lateral Service -- 4 For Service Leadership in Turbulent Times -- 5 For Crafting a Really Cool Service Vision -- 6 For a Great Emotional Connection with Customers -- 7 For Conducting a Truly Focused Focus Group -- 8 For Serving as an Expert -- 9 For "Serving in the Dark" Like a Partner -- 10 For Firing a Customer -- 11 For Conducting Customer Forensics -- 12 For Determining If Your Service Process Is Unwell -- 13 For Adding Decoration to the Service Experience -- 14 For Designing a Survey Your Customers Will Actually Complete -- Favorites -- Best Books on Understanding the Wired and Dangerous Customer -- Best Websites for Understanding the Wired and Dangerous Customer -- Favorite Service Quotes.

Twenty Things Today's Wired and Dangerous Customers Really Want -- Favorite Metaphor for Turning "Dangerous" Customers into Advocates -- A Poem on Customers as Partners -- Notes -- Bibliography -- Thanks -- Index -- About the Authors -- Footnote -- Pg_47_fn -- Pg_87_fn -- Pg_94_fn.