Cover -- TOC36;Table of Contents -- Introduction -- What This Resource Manual Will Provide for You -- A New Revolution in Customer Service -- A Memorable Experience -- The Seasoned Trainer -- The New or Occasional Trainer -- CD Documenter -- EXCUSES44; EXCUSES44; EXCUSES -- How to Use This Resource Manual -- Acknowledgments -- CH36;Part A46; Service Attitude -- 146; Attitude Check -- 246; Whose Attitude -- 346; Both Sides of Change -- CH36;Part B46; Customer Service Icebreakers -- 446; Team Task -- 546; Promoting Communications and Teamwork -- 646; Who Are You63; -- 746; Youve Got the Power -- CH36;Part C46; Call Centers and the Telephone -- 846; Have You Ever Called You63; -- 946; The Power of Repetition -- 1046; Calling Your Own Company -- 1146; Evaluating Self -- CH36;Part D46; Professionalism with No Excuses -- 1246; Excuses44; Excuses44; Excuses -- 1346; Make It a Miracle -- 1446; Overcoming Obstacles -- 1546; The Rules Have Changed Game -- 1646; Defining Spectacular Service58; How We Impact Our Customers Everyday -- CH36;Part E46; Communication8212;Listening To Your Customers -- 1746; Active vs46; Passive Communication -- 1846; Say What You Mean8212;Mean What You Say33; -- 1946; Name That Tune33; How Moods Influence Customer Communication -- CH36;Part F46; Customer Treatment 40;Internal and External41; -- 2046; The Grab Bag -- 2146; When You Were a Customer -- 2246; WACTEO -- 2346; The People in Your Office -- 2446; The Internal Customer -- 2546; The Golden Rule -- 2646; A Visit to the Zoo -- 2746; Team Circle8212;Together We Are One -- CH36;Part G46; Essential Tools for Success -- 2846; Check Out Your Work Environment -- 2946; Learn47;Teach47;Apply -- 3046; Unification -- 3146; Best Practices in Customer Service -- CH36;Part H46; Customers and the World Wide Web -- 3246; Think Before Clicking the Send Key -- 3346; Putting Your Company to the Test58; Being Your Own Customer -- CH36;Part I46; Asking for the Order -- 3446; Interdependence and Selling Up -- 3546; Achieving Closure -- CH36;Part J46; Fulfilling Needs47;Providing Solutions -- 3646; Reacting vs46; Responding -- 3746; Transformations and Their Impact58; A Reality Check -- 3846; Probing the Mind of the Customer -- 3946; Holding On -- 4046; Candid Customer -- 4146; Customers Perceptions58; How Their Expectations Are Created -- CH36;Part K46; Customer Service Assessments -- 4246; HRD Press -- 4346; What Do You Do63; The Gifts You Bring to the Workplace -- CH36;Part L46; Uncomfortable Situations -- 4446; Real World Customer Encounters -- 4546; Training Activity for Customer Treatment -- 4646; Losing Control -- 4746; Most Embarrassing Moment -- 4846; Your Customers Perception of Reality -- CH36;Part M46; Customer Service Stories -- 4946; Service in the News8212;Do Customers Have to Look the Part63; -- 5046; Eureka33; -- CH36;Bonus Section -- Being in the Real World8212;Collected Bits of Sage8221; Advice -- Appendix A58; CD Documenter Learning Tool -- Customer Service Documenter -- Appendix B58; Customer Service Reminders -- Author47;Editor Biographies -- Last Page.