Table of Contents

1. Getting Started
   • Getting Started 00:01:11
2. Who We Are and What We Do
   • Who We Are and What We Do Case Study 00:00:29
   • Who We Are and What We Do 00:07:01
3. Establishing Your Attitude
   • Establishing Your Attitude 00:08:44
   • Establishing Your Attitude Case Study 00:00:48
4. Identifying and Addressing Their Needs
   • Identifying and addressing customer needs 00:08:48
   • Identifying and addressing customer needs Case Study 00:00:39
5. Generating Return Business
   • Generating Return Business 00:07:04
   • Generating Return Business Case Study 00:00:43
6. In-Person Customer Service
   • In-Person Customer Service 00:05:54
   • In-Person Customer Service Case Study 00:00:39
7. Giving Customer Service over the Phone
   • Giving Customer Service Over The Phone 00:06:48
   • Giving Customer Service Over The Phone case Study 00:00:34
8. Providing Electronic Customer Service
   • Providing Electronic Customer Service 00:05:44
   • Providing Electronic Customer Service Case Study 00:00:31
9. Recovering Difficult Customers
   • Recovering Difficult Customers 00:06:53
   • Recovering Difficult Customers Case Study 00:00:35
10. Understanding When to Escalate
    • Understanding When to Escalate 00:05:33
    • Understanding When to Escalate Case Study 00:00:34
11. Ten Things You Can Do To WOW Every Time
    • Ten Things You Can Do to WOW Customers 00:02:40
    • Ten Things You Can Do to WOW Customers Case Study 00:00:30
    • Closing 00:00:21