Cover -- Copyright -- TABLE OF CONTENTS -- ABOUT THE AUTHOR -- FOREWORD -- PREFACE -- INTRODUCTION -- CHAPTER 1 YOU DON'T HAVE TO BE A GURU - JUST LIVE LIKE ONE -- YOUR INHERENT QUALITIES -- IS THE CLIENT NUMBER ONE? -- YOU (PTY) LTD -- BRIDGING THE GAP BETWEEN THE CLIENT AND THE BUSINESS -- FIRST PLAY TO YOUR STRENGTHS ... THEN IMPROVE ON YOUR LIMITATIONS -- CHAPTER 2 WHAT WORKS FOR YOU? -- NO TWO PEOPLE WORK EXACTLY THE SAME -- ACQUIRING THE "TOOLS" FOR THE JOB -- START YOUR OWN TOOLBOX -- GET INTO THE HABIT OF USING YOUR "TOOLS" -- EXPERIENCES WILL BECOME YOUR EDUCATION -- NO ONE CAN PRESCRIBE TO YOU ... IT'S YOUR CHOICE -- CHAPTER 3 FIRST IMPRESSIONS - LAST IMPRESSIONS -- FIRST IMPRESSIONS SET THE TONE OF THE RELATION-SHIP -- A POSITIVE SELF-IMAGE AND SELF-ESTEEM -- RE-EXAMINE THE WAY YOU WORK -- YOU CAN LOSE A DEAL WITHOUT EVEN KNOWING IT -- THAT LAST IMPRESSION WILL ALWAYS BE REMEM-BERED ... -- CHAPTER 4 WHAT IS CLIENT SERVICE EXCELLENCE? -- DEFINITION OF CLIENT SERVICE EXCELLENCE -- THE BASICS OF CLIENT SERVICE EXCELLENCE -- WHAT IS THE IMPACT OF CLIENT SERVICE EXCEL-LENCE IN YOUR LIFE? -- THE 6Cs MODEL - THE ESSENTIALS OF CLIENT SERVICE EXCELLENCE -- THERE ARE TWO PARTIES THAT MAKE UP THE BASIS FOR EXCELLENT SERVICE -- PUT YOURSELF IN THE CLIENT'S SHOES -- REFERRAL OF BUSINESS -- THE SPRINT OR MARATHON SERVICE MODEL -- KNOWLEDGE IS POWER -- CHAPTER 5 LOYALTY AND RETENTION OF CLIENTS -- FACTORS THAT LEAD TO CLIENT LOYALTY AND RETENTION -- THE COST OF RETAINING CLIENTS -- CHAPTER 6 BARRIERS TO CLIENT SERVICE EXCELLENCE -- FOR EVERY ROADBLOCK THERE IS A DETOUR -- ELIMINATION OF BARRIERS -- EMPOWER THE PEOPLE -- BARRIERS IN OTHER FORMS -- CHAPTER 7 A SUPPORT BASE -- YOUR PERSONAL SUPPORT STAFF -- MANAGEMENT -- REFERENCE TO OTHER QUALIFIED STAFF AND SEG-MENTS OF THE BUSINESS -- SYSTEMS OF SUPPORT.

CHAPTER 8 THE THREE PRINCIPLES TO CLIENT SERVICE EXCELLENCE -- PRINCIPLE NUMBER 1: SEE THE BIG PICTURE -- PRINCIPLE NUMBER 2: RESPECT THE PERSONALITY/ PSYCHOLOGY OF YOUR CLIENT -- PRINCIPLE NUMBER 3: DISCOVER AND USE YOUR STRENGTHS AND SUPPORT SYSTEM -- CHAPTER 9 THE 10 COMMANDMENTS TO CLIENT SERVICE EXCELLENCE -- THE 10 COMMANDMENTS AT WORK -- HOW THE 10 COMMANDMENTS ARE INTERTWINED WITH ALL OTHER SERVICE CONCEPTS -- CHAPTER 10 COMMANDMENT NUMBER ONE: POSITIVE AND HELPFUL ATTITUDE -- HOW TO STAY MOTIVATED AND DISPLAY A POSITIVE ATTITUDE -- POSITIVE AND HELPFUL ATTITUDE -- TAKING RESPONSIBILITY -- COMMUNICATION - STAY IN THE LOOP -- A POSITIVE AND HELPFUL ATTITUDE - GENERAL ISSUES -- TEAMWORK -- ARE YOU IN THE RIGHT MOOD TO SERVE OR SELL? -- CHAPTER 11 COMMANDMENT NUMBER TWO: VALUES -- PERSONAL AND BUSINESS ETHICS -- YOU WEAR YOUR COMPANY'S CULTURE ON YOUR SLEEVE -- ADDING A PERSONAL TOUCH -- YOUR WORD SHOULD BE YOUR BOND -- WHAT ARE THE IMPORTANT PRINCIPLES YOU LIVE BY? -- CHAPTER 12 COMMANDMENT NUMBER THREE: PASSION FOR SERVICE -- LIVE THE BRAND -- SOLUTIONS, NOT EXCUSES -- DEALING WITH MISTAKES -- MAKE THE CALL NOW -- FLEXIBILITY -- DON'T ACCEPT MEDIOCRITY -- CHAPTER 13 COMMANDMENT NUMBER FOUR: GO THE EXTRA MILE -- HOW FAR IS THE EXTRA MILE? -- THE SMALL THINGS COUNT -- THE EXTRA DEGREE -- SERVE WITH GRACE -- CHAPTER 14 COMMANDMENT NUMBER FIVE: BE A WORLD-CLASS LISTENER -- LISTEN BEFORE YOU SPEAK OR ACT -- CLIENTS TELL YOU WHAT THEY WANT … LISTEN TO THEM -- SEIZE THE OPPORTUNITY -- CLARIFY AND CONFIRM -- CHAPTER 15 COMMANDMENT NUMBER SIX: BEST ADVICE, BEST VALUE -- HAVE A "CAN-DO ATTITUDE" -- BEWARE THE PITFALLS OF ADDING VALUE -- WHAT REAL VALUE CAN YOU OFFER? -- IS YOUR BEHAVIOUR ETHICAL? -- CHAPTER 16 COMMANDMENT NUMBER SEVEN: DO WHAT YOU SAY YOU ARE GOING TO DO -- ARE YOU ALL TALK AND NO ACTION? -- DELIVER MORE THAN YOU PROMISE.

WALK THE TALK -- CHAPTER 17 COMMANDMENT NUMBER EIGHT: STAY IN CONSTANT CONTACT -- CONSTANT COMMUNICATION -- TAKING CALLS AFTER HOURS -- FOLLOW UP WITH THE CLIENT -- FACE TIME WITH THE CLIENT -- CHAPTER 18 COMMANDMENT NUMBER NINE: IMPORTANCE AND UNIQUENESS -- DON'T TAKE CLIENTS FOR GRANTED -- KEEP NOTES ON THE CLIENT -- KIDS ARE THE CLIENTS OF THE FUTURE -- PLAY THE NAME GAME -- RESPECT -- BE ABLE TO CONVERSE ON ANY TOPIC -- DON'T BE LATE -- WARMTH AND SINCERITY -- MAKE TIME FOR CLIENTS -- CHAPTER 19 COMMANDMENT NUMBER TEN: TREAT THE CLIENT AS YOU LIKE TO BE TREATED -- WHAT YOU SOW, SO SHALL YOU REAP -- WHAT GOES AROUND … COMES AROUND -- CHAPTER 20 DEALING WITH ANGRY OR UPSET CLIENTS -- Tips for Dealing with Angry or Upset Clients -- CHAPTER 21 TIPS ON E-MAIL COMMUNICATION -- APPENDIX 1 BRIEF GUIDE TO SIGNING UP OR LANDING THE CLIENT -- FOLLOWING UP ON LEADS -- MAKING CONTACT WITH THE CLIENT -- THE FIRST MEETING - STICK TO THE BASICS -- FOLLOW-UP/PROCESS -- DELIVER -- HANDOVER PROCESS -- REFERENCES AND RECOMMENDED READING -- INDEX.