Contents -- Preface -- Our Thanks -- 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: Responsive -- 5 Knock Your Socks Off Service Is: Reassuring -- 6 Knock Your Socks Off Service Is: Empathetic -- 7 Knock Your Socks Off Service Is: Tangibles -- 8 Customers Are Everywhere-Inside and Out -- 9 The Ten Deadly Sins of Customer Service -- 10 The Customer is Always . . . The Customer -- 11 Honesty Is the Only Policy -- 12 All Rules Were Meant to Be Broken Including This One -- 13 Creating Trust in an Insecure, Suspicious World -- 14 Do the Right Thing Regardless -- 15 Listening Is a Skill Use It -- 16 Ask Intelligent Questions -- 17 Winning Words and Soothing Phrases -- 18 Facts for Face to Face -- 19 Tips for Telephone Talk -- 20 Putting Pen to Paper -- 21 Putting Your Best E Mail Foot Forward -- 22 Exceptional Service Is in the Details -- 23 Good Selling Is Good Service-Good Service Is Good Selling -- 24 Never Underestimate the Value of a Sincere Thank You -- 25 Be a Fantastic Fixer -- 26 Use the Well Placed I'm Sorry -- 27 The Axioms of Service Recovery -- 28 Service Recovery on the Internet -- 29 Fix the Person -- 30 Fair Fix the Problem -- 31 Customers From Hell Are Customers Too -- 32 The Customers From Hell Hall of Shame -- 33 Master the Art of Calm -- 34 Keep It Professional -- 35 The Competence Principle: Always Be Learning -- 36 Party Hearty -- Resources -- About Performance Research Associates -- About the Authors -- Index.