The unique and overriding importance of killer customer care -- Setting the stage for your killer customer care program -- How to develop your own unique vision of killer customer care -- Institutional listening : understanding and anticipating your customer needs -- Setting and managing your customers' expectations -- Teamwork deosn't [sic] happen by accident -- Unleashing the dynamics of face-to-face contact -- Why you need to systematize your approach to customer care -- Training the troops on the front line -- Training everyone else on the principles of customer care -- Learn how to answer the telephone -- Build entertainment into your customers' experience -- Exceed your customers' expectations -- Keep commitments to customers -- Put your customer in control -- Use your customer information effectively -- Speak and write in plain English -- The impact of a diverse workplace on customer care -- Ask ; but only if you want to know -- Turn complaining customers into enthusiastic advocates -- Empower your employees to make things right -- Stay in touch after the sale -- "Shop" your business regularly to ensure quality -- Measure customer satisfaction -- Use focus groups to hone our insight.
