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 preventing contact
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 C : Bibliography.
