At Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques; Contents; Foreword: Jeff Jarvis; Foreword: Brian Solis; Acknowledgments; Chapter 1: This Could Be Your Brand; Chapter 2: Welcome to Our World of @YourService; Chapter 3: It Starts with a Capital C; Chapter 4: Do You Tell Your Customers Not to Call You?; Chapter 5: Let Me Check with My Boss; Chapter 6: The Social Media Hype; Chapter 7: The Starting Point; Chapter 8: The Snarky Web; Chapter 9: Scalable Intimacy; Chapter 10: Intimate Connections

Chapter 11: The Social BusinessChapter 12: Connecting; Chapter 13: The First Weeks at Comcast; Chapter 14: What Is Your Customer Guarantee?; Chapter 15: Tweet Tweet; Chapter 16: Driving Change in an Organization; Chapter 17: Social Customer Service Is a Failure; Chapter 18: An Inside Look at a Call Center; Chapter 19: The Basic Tenets of Service; Chapter 20: Is Service One of Your Values?; Chapter 21: Do You Trust Your Service Team?; Chapter 22: The Tail Wagging the Dog; Chapter 23: How Do You Speak?; Chapter 24: Startle Your Customer; Chapter 25: Responding to Social Media Crisis

Chapter 26: Doing Social GoodChapter 27: Scale of Change; Chapter 28: Who Is Your Chief Customer Officer?; Chapter 29: The Power in You; Chapter 30: The Relationship Hub; Index