Part 1 Succeeding at Customer Service 1 -- Chapter 1 Basics of Customer Service 3 -- Chapter 2 Customer Service Tools and Techniques 16 -- Part 2 Dealing with Specific Customer Situations 51 -- 1 When You Are Late or Know You Will Be Late 53 -- 2 When a Customer Is in a Hurry 56 -- 3 When a Customer Jumps Ahead in a Line of Waiting Customers 58 -- 4 When a Customer Asks to Be Served Ahead of Other Waiting Customers 60 -- 5 When a Customer Interrupts a Discussion Between the Employee and Another Customer 62 -- 6 When a Customer Has a Negative Attitude About Your Company Due to Past Experiences 64 -- 7 When You Need to Explain a Company Policy or Procedure 67 -- 8 When a Customer Might Be Mistrustful 70 -- 9 When the Customer Has Been Through Voicemail Hell 73 -- 10 When a Customer Is Experiencing a Language Barrier 76 -- 11 When the Customer Has Been "Buck-Passed" 79 -- 12 When a Customer Needs to Follow a Sequence of Actions 81 -- 13 When the Customer Insults Your Competence 83 -- 14 When a Customer Won't Stop Talking on the Phone 85 -- 15 When the Customer Swears or Yells in Person #1 87 -- 16 When the Customer Swears or Yells in Person #2 90 -- 17 When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #1 93 -- 18 When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #2 96 -- 19 When a Customer Has Been Waiting in a Line 99 -- 20 When You Don't Have the Answer 101 -- 21 When Nobody Handy Has the Answer 105 -- 22 When You Need to Place a Caller on Hold 108 -- 23 When You Need to Route a Customer Phone Call 111 -- 24 When You Lack the Authority to ... 114 -- 25 When a Customer Threatens to Go over Your Head 116 -- 26 When a Customer Demands to Speak with Your Supervisor 118 -- 27 When a Customer Demands to Speak with Your Supervisor, Who Isn't Available 121 -- 28 When a Customer Threatens to Complain to the Press 123 -- 29 When a Customer Demands to Speak to the "Person in Charge" 126 -- 30 When a Customer Makes an Embarrassing Mistake 130 -- 31 When a Customer Withholds Information Due to Privacy Concerns 133 -- 32 When a Customer Threatens Bodily Harm or Property Damage 136 -- 33 When a Customer Is Confused About What He or She Wants or Needs 140 -- 34 When a Customer Makes a Racist Remark 143 -- 35 When a Customer Makes a Sexist Remark 146 -- 36 When a Customer Refuses to Leave 149 -- 37 When a Customer Accuses You of Racism 152 -- 38 When a Customer Plays One Employee off Another ("So-and-So Said") 155 -- 39 When a Customer Might Be Stealing 159 -- 40 When a Customer Is Playing to an Audience of Other Customers 161 -- 41 When a Customer Exhibits Passive-Aggressive Behavior 164 -- 42 When a Customer Uses Nonverbal Attempts to Intimidate 167 -- 43 When a Customer Makes Persistent and Frequent Phone Calls 170 -- 44 When Someone Else Is Not Responding (No Callback) 173 -- 45 When You Need to Clarify Commitments 177 -- 46 When a Customer Wants Information You Are Not Allowed to Give 180 -- 47 When a Customer Makes a Suggestion to Improve Service 182 -- 48 When You Can't Find a Customer's Reservation/Appointment 185 -- 49 When Your Are Following Up on a Customer Complaint 188 -- 50 Properly Identifying the Internal Customer 191 -- 51 When an Internal Customer Isn't Following Procedures to Request Service 194 -- 52 When the Customer Wants Something That Won't Fill His Need 197 -- 53 When You Want Feedback from the Customer 200 -- 54 When a Customer Complains About Red Tape and Paperwork 203 -- 55 When You Need to Respond to a Customer Complaint Made in Writing 206 -- 56 When a Reservation/Appointment Is Lost and You Cannot Meet the Commitment 209 -- 57 When Customers Are Waiting in a Waiting Room 212 -- 58 When a Customer Complains About a Known Problem 215 -- 59 When a Customer Asks Inappropriate Questions 217 -- 60 When a Customer Tries an Unacceptable Merchandise Return 219.