Cover -- Title -- Copyright -- Dedication -- Contents -- Acknowledgments -- Introduction -- 1 Why Tell Stories? -- Envision Success -- 2 Set a Vision for the Future -- 3 Set Goals and Build Commitment -- 4 Lead Change -- 5 Make Recommendations Stick -- 6 Define Customer Service Success and Failure -- [How-To] 7 Structure of a Story -- Create an Environment for Winning -- 8 Define the Culture -- 9 Establish Values -- 10 Encourage Collaboration and Build Relationships -- 11 Value Diversity and Inclusion -- 12 Set Policy Without Rules -- [How-To] 13 Keep It Real -- [How-To] 14 Stylistic Elements -- Energize the Team -- 15 Inspire and Motivate -- 16 Build Courage -- 17 Help Others Find Passion for Their Work -- [How-To] 18 Appeal to Emotion -- [How-To] 19 The Element of Surprise -- Educate People -- 20 Teach Important Lessons -- 21 Provide Coaching and Feedback -- 22 Demonstrate Problem Solving -- 23 Help Everyone Understand the Customer -- [How-To] 24 Metaphors and Analogies -- Empower Others -- 25 Delegate Authority and Give Permission -- 26 Encourage Innovation and Creativity -- 27 Sales Is Everyone's Job -- 28 Earn Respect on Day One -- [How-To] 29 Recast Your Audience into the Story -- 30 Getting Started -- Appendix -- Index.