pt. 1. The Fundamental Principles of Knock Your Socks Off Service. 1. The Only Unbreakable Rule: To the Customer You Are the Company. 2. Know What Knock Your Socks Off Service Is. 3. Knock Your Socks Off Service Is: Reliable. 4. Knock Your Socks Off Service Is: Responsive. 5. Knock Your Socks Off Service Is: Reassuring. 6. Knock Your Socks Off Service Is: Empathetic. 7. Knock Your Socks Off Service Is: Tangibles. 8. Customers Are Everywhere -- Inside and Out. 9. The Ten Deadly Sins of Customer Service. 10. The Customer is Always ... The Customer -- pt. 2. The How To's of Knock Your Socks Off Service. 11. Honesty Is the Only Policy. 12. All Rules Were Meant to Be Broken (Including This One). 13. Creating Trust in an Insecure, Suspicious World. 14. Do the Right Thing ... Regardless. 15. Listening Is a Skill -- Use It. 16. Ask Intelligent Questions. 17. Winning Words and Soothing Phrases. 18. Facts for Face to Face. 19. Tips for Telephone Talk. 20. Putting Pen to Paper. 21. Putting Your Best E-Mail Foot Forward. 22. Exceptional Service Is in the Details. 23. Good Selling is Good Service -- Good Service Is Good Selling. 24. Never Underestimate the Value of a Sincere Thank-You -- pt. 3. The Problem-Solving Side of Knock Your Socks Off Service. 25. Be a Fantastic Fixer. 26. Use the Well-Placed "I'm Sorry" 27. The Axioms of Service Recovery. 28. Service Recovery on the Internet. 29. Fix the Person. 30. Fair Fix the Problem. 31. Customers From Hell Are Customers Too. 32. The Customers From Hell Hall of Shame -- pt. 4. Knock Your Socks Off Service Fitness: Taking Care of You. 33. Master the Art of Calm. 34. Keep It Professional. 35. The Competence Principle: Always Be Learning. 36. Party Hearty.