Table of Contents

Introduction

Chapter One – The Moment of Magic

Chapter Two – Make a Positive First Impression

Chapter Three – Know Your Business

Chapter Four -Be Informed, Know a Little About a Lot

Chapter Five – Be Enthusiastic

Chapter Six – Understand Your Customer.

Chapter Seven – Provide Quality at Even Turn

Chapter Eight – Respond Quickly

Chapter Nine – Solve Their Problems

Chapter Ten – Be Reliable

Chapter Eleven – Thank Your Customer

Chapter Twelve – Handling the Complaining Customer

Chapter Thirteen – Building a Team Spirit of Service

Chapter Fourteen – Conclusion

Appendix – Recommended Reading

About the Author