• What Mixed Signals Do You Send Your Customers?
• What Signals Are You Unintentionally Sending Your Customers?
• What’s Your Passion?
• When Surprise and Delight Becomes Surprise Without Delight
• When Things Aren’t Going Well, Will You Accept Blame?
• Who Is to Blame for Poor Service?
• Why Handling Mistakes Well Is a Key to Amazing Customer Service
• Your Emergency Response Plan—Be Prepared