Part I. Customer, the source of your paycheck. Introducing the most important person in the world
- Introducing the customer (Help!)
Lousy, satisfactory, or memorable?
- Who's wrong? What's wrong?
Part II. The right principles create the right words. Principles, not policy
- Three big factors: 1. Get real. 2. Get friendly. 3. Get WOW!
- What's the word out on you
- The (secret) service success formula
- If you talk stupid, they'll get angry
- It's not the apology that matters ... It's the recovery that count
- Benchmarks set the standards ... for best performance
- Put your job skills to the test
Part III. Lessons from the real world. Lessons I learned sleeping in someone else's bed
- Lessons I learned shopping in someone else's store
- Lessons I learned flying in someone else's airplane
- Lessons you never learned in school
- Loyalty lessons from the real world
Part IV. Loyalty. The final frontier
The loyalty answers for the company and you
- Loyalty mission : the end of satisfaction.
