Includes bibliographical references and index.

Challenge customer demand for service instead of coping with demand -- Eliminate dumb contacts instead of handling them again, and again -- Create engaging self-service instead of contact prevention -- Be proactive instead of waiting to respond -- Make it really easy to contact your company instead of dodging the bullet -- Own the actions across the organization instead of blaming customer service -- Listen and act instead of letting customer insights slip away -- Deliver great service experiences how to delight customers with awesome support when they need it -- Appendix A : Best service survey -- Appendix B: Glossary.