Customer Service Manual
Table of Contents and Section Topics

Title

Title

Biographies-About the Authors

Make Change an Ally

Introduction-A Post 9/11 Post Katrina Publication

Times of Chaos

The Customer Advocate

The Details Matter

Winners Find a Way®

Personality and Temperament

A Path to Success

Diversity

Winning Advocates

Teamwork

How Important Are Your Customers?

Quality Improvement

Switch or Fight

We and They

Stakeholders

Policy Writers

The Boss of You

Knowledge

About Honor

The Performance Appraisal Myth

The Significance of Character

Your Personal Happiness

Cross Training

Reality

Turning the Asylum Over to the Inmates

Goals, Plans, and Objectives

Parallel Promotions

Kindness in 3 Acts

The Supervisor

Leadership

The Trolls Under the Bridge

Work Life Balance

Disruption

Managing in the Private Sector

The Correct Path

Managing in Government

Over Deliver

Hiring the Right People

Calling On Your Customers

How Valuable is Your Time?

The Vanishing Worker

Defining Moments

Corporate Image

Connecting

E-Mail, Newsletters, and Websites

Telephone Behavior

Home Based Businesses

Maximum Advertising

A Brain Surgeon's First Patient

Ownership

E-Commerce

Remembering the Basics

Feedback

ProblemSolvers™

 Think Outside the Box