Chapter 1: What Is Customer Service?
Chapter 2: The Challenges of Customer Service
Chapter 3: Problem Solving
Chapter 4: Strategy for Formulating a Plan for...
Chapter 5: Empowerment
Chapter 6: Communications in Customer Service
Chapter 7: Coping with Challenging Customers
Chapter 8: Motivation
Chapter 9: Leadership in Customer Service
Chapter 10: Customer Retention and Measurement of...
Chapter 11: Delivering Customer Service to the...
Chapter 12: Excellence in Customer Service