This bright and breezy service primer has proven itself a big hit with front-line 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 customer The 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"!