خدمات مشتری در یک چشم به هم زدن: ۶۰ روش برای جذب مشتری و حفظ وفاداری آن‌ها ۲۰۰۸
Customer Service In An Instant: 60 Ways to Win Customers and Keep Them Coming Back 2008

1. Title Page

2. Copyright Page

3. Dedication

4. Acknowledgments

5. Table of Contents

6. Introduction

7. Chapter 1. Assess Your Working Style

8. Chapter 2. Avoid Negative Filters

9. Chapter 3. Backtrack Key Words

10. Chapter 4. Be Web Wise

11. Chapter 5. Beware of Burnout

12. Chapter 6. Bridge the Language Barrier

13. Chapter 7. Build a Bridge

14. Chapter 8. Choose Your Level of Conversation

15. Chapter 9. Conquer Complaining Customers

16. Chapter 10. Counter Coworker Conflict

17. Chapter 11. Create Customer-Friendly Systems

18. Chapter 12. Define Customer Needs

19. Chapter 13. Deliver Constructive Criticism

20. Chapter 14. Ditch Your Default Response

21. Chapter 15. Evaluate Your Service Skills

22. Chapter 16. Find and Fix E-mail Mistakes

23. Chapter 17. Focus on Essence

24. Chapter 18. Gather Feedback

25. Chapter 19. Get to Know the People Pleaser

26. Chapter 20. Go the Extra Mile

27. Chapter 21. Handle Complaints With Care

28. Chapter 22. Hire Some Help

29. Chapter 23. Improve Your Listening Habits

30. Chapter 24. Inspire a Learning Environment

31. Chapter 25. Integrate Voicemail Excellence

32. Chapter 26. Keep the Service Message Alive

33. Chapter 27. Know Your Stress Response

34. Chapter 28. Learn the Art of Complaining

35. Chapter 29. Locate Your Stress Level

36. Chapter 30. Make Your Service Tangible

37. Chapter 31. Manage Abusive Customers

38. Chapter 32. Master Body Language Basics

39. Chapter 33. Navigate a Heated Conversation

40. Chapter 34. Open to Feedback

41. Chapter 35. Pace Your Way to Better Rapport

42. Chapter 36. Pay Attention, Really

43. Chapter 37. Play With the Passionate Persuader

44. Chapter 38. Practice the Art of the Compliment

45. Chapter 39. Provide Empathy

46. Chapter 40. Raise Questions

47. Chapter 41. Recover From Service Blunders

48. Chapter 42. Redefine Your Service

49. Chapter 43. Reframe Your Outlook

50. Chapter 44. Respect the Power Player

51. Chapter 45. Rev Up Your Recognition

52. Chapter 46. Say “ I, ” Not “ You ”

53. Chapter 47. Say No With Style

54. Chapter 48. Set Expectations on the Spot

55. Chapter 49. Strengthen Service Habits

56. Chapter 50. Style Step

57. Chapter 51. Switch Filters

58. Chapter 52. Temper Your Telephone Tone

59. Chapter 53. Think Through Outsourcing

60. Chapter 54. Treat Your Colleagues as Customers

61. Chapter 55. Tune Up Your Telephone Etiquette

62. Chapter 56. Turn Service Into Sales

63. Chapter 57. Understand the Problem Solver

64. Chapter 58. Upgrade Your Influence

65. Chapter 59. Walk Your Talk

66. Chapter 60. Work Out a Working Styles Profile

67. Conclusion

68. About the Authors