This bright and breezy service primer has proven itself a big hit with frontline service providers and service managers alike! For the nearly 80% of America's workforce that provides service, this friendly tool makes sure the "good service" message gets across loud and clear. Using anecdotes, cartoons, and checklists the book make its point: "As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back -- perhaps even to make or break the company."With a mix of inspiration and concrete techniques readers can put to use the very day they get it, the book shows how to: * use the power of listening to help customers * use words effectively -- to soothe, reassure, and communicate * personalize service without getting emotionally involved * master the Art of Calm * make service more than just "being nice" and really deliver tangible benefits to the customerThe second edition is completely updated and includes new information on e-mail, telephone tact, voice mail, chronic complainers, service recovery, problem solving, and managing the "customer from hell"!