The New Science of Customer Service -- The Inner Game of Customer Contact -- The First Thirty Seconds -- Getting the Message Across -- Getting Into Your Customer's Head -- Respect and Empathy: More Than a Feeling -- How to (Almost) Never Say No -- How to Become a Human Bomb Squad -- Managing Specific Customer Personalities -- Wrapping Things Up -- Coaching for Peak Customer Experiences -- The Tough Cases -- From Customer Service to Real Life -- Pulling It All Together.