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Index
Foreword By Alwyn Scott
Introduction
A Brief (But Necessary) History of Customer Service
It All Starts with Hospitality, Baby
Section 1: The Evangelists
Chapter 1: Zingerman’s:Laser-Focused on Customer Service
Chapter 2: Nick’s Pizza & Pub:Employees in Charge
Chapter 3: BerylHealth: Everyone Deserves a “Thank You”
Section 2: The Transformers
Chapter 4: Zappos:If You’re Not Changing, You’re Dying
Chapter 5: FreshBooks:It’s All about the Rock Stars—a.k.a. Customer Service
Chapter 6: Brooklyn Brewery:Education
Section 3: The Pragmatists
Chapter 7: Lettuce Entertain You: Consistency for the Brand and the Customer
Chapter 8: Union Square Hospitality: Start at Square One—HIRING
Chapter 9: Hyatt: Top-Down Empathy
Chapter 10: Lessons Learned
Bibliography
Acknowledgments
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