Setting the Right Tone  15

 ▪ Hop on Board ▪ Customers All Around ▪ Know What You're Doing

 ▪ The Circle-of-Service Mind Map

 

People Skills

 
Self-Care  29
▪ Free for the Asking ▪ Choices ▪ Customers with Attitude

 ▪ Breaktime! ▪ When “No” is the Answer 

Attitudes  39

 ▪ Yagattawanna ▪ Higher Motives ▪ True Service Mindset

 ▪ No Matter What ▪ Simple
 

Cooperation  49

 ▪ Help-Each-Other Experiments ▪ The Language of Cooperation

 

Good with People  55
▪ R-e-s-p-e-c-t ▪ People Power ▪ Count on You ▪ People-Reading ▪ Your Personal Touch
 

Transforming the Cranky  67

 ▪ Don't Bite; Align ▪ Defuse Anger ▪ Behind-the-Words Listening

Saying It Like You Mean It  75

 ▪ Appreciation ▪ Easy ▪ Apology Power ▪ Glad to Help ▪ Customers Know

 

The Ripple Effect  83

 ▪ People Talk ▪ Employees Treated Well = Customers Treated Well

 ▪ Leaders Who Care ▪ Add Heart

 

Next-Steps Checklist  101