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Tables of Contents for Customers for Life
Chapter/Section Title
Page #
Page Count
What's New
xi
4
Foreword
xv
4
Tom Peters
The Ten Commandments of Customer Service
xix
2
It all starts here: how good do you want to be?
xxi
ONE Ask your customers what they want... and give it to 'em
3
20
1 The customer will tell you how to provide good service
3
8
2 If the customer asks, the answer is always yes
11
3
3 There's no such thing as after hours
14
3
4 Underpromise, overdeliver
17
6
TWO How to give good service every time
23
30
5 Systems, not smiles
23
4
6 Fire your inspectors
27
4
7 Fire your consumer relations department, too
31
2
8 Do it right the first time
33
5
9 When something goes wrong
38
4
10 How to have what your customers want
42
4
11 Good enough never is
46
7
THREE People: how to care for customers--and employees
53
28
12 Q: Who's more important? Your customer or your employee? A: Both
53
3
13 The customer isn't always right
56
5
14 How to teach customers to get the best service
61
3
15 Creating frequent buyers
64
3
16 Making sure you have the best people
67
7
17 Developing service superstars
74
7
FOUR How do you know how good you are?
81
14
18 Accounting for more than money
81
14
FIVE What do you pay to get good service?
95
12
19 Save more by paying more
95
4
20 Partnership pay
99
8
SIX Leadership is performance
107
6
21 You can't fake it
107
6
SEVEN Every impression is important
113
18
22 Selling should be theater
113
5
23 Your mother was right: manners really are important
118
3
24 "If that's how they take care of the restrooms, how'll they take care of me?"
121
3
25 When was the last time (if ever) you thought about your signs?
124
2
26 If the boss is a crook, you can't expect the employees to be honest
126
2
27 The only dress code you'll ever need
128
3
EIGHT Creating products that are easy to sell
131
12
28 Make a little, sell a little
131
4
29 You can't give good service if you sell a lousy product
135
8
NINE Borrow, borrow, borrow
143
10
30 Why reinvent the wheel? Just improve it
143
5
31 "The things you don't know are the history you haven't read"
148
5
TEN You are the message
153
8
32 Speak softly but...
153
3
33 Promotions: Wet T-shirts or the symphony?
156
5
ELEVEN Bring 'em back alive
161
8
34 The $332,000 customer
161
3
35 How to be forgiven your trespasses
164
2
36 This way of working really does work
166
3
Afterword
169
2
Stanley Marcus
Acknowledgments
171