Seeing customer service strategically: understanding the true role of customer service in your business -- What do customers want (and what should we deliver)?: understanding customer expectations and setting goals strategically -- Tactical responses and strategic solutions: dealing with customer's problems and ddressing their causes -- Fixes and finances: making the financial case for customer service investments -- Information, please: developing and efficient, actionable voice of the customer process -- Defining processes that work for customers: using the eight-point TARP framework for delivering service -- Technology and the customer interface: creating systems that customers will use-and enjoy -- People are still paramount: four factors for creating sustained front-line success -- The ultimate customer experience: boosting revenue by creating delight -- Brand-Aligned customer service: building the service strategy into every function -- Ride wave without wipeouts: dealing with trends in labor, technology, and politics -- A thousand things done right: translating the strategy of delivering superb service into organizational behavior

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