Chip R. Bell (Gun Barrel, TX) is the founder of The Chip Bell Group, a consulting company that specializes in helping clients achieve service excellence. He is the author of more than sixteen books, including Service Magic and Magnetic Service. The late Ron Zemke was founder of Performance Research Associates and was considered one of the leaders of the service quality revolution. He was coauthor of the best-selling Delivering Knock Your Socks Off Service (0-8144-7365-2) and other books in the popular Knock Your Socks Off series. Dave Zielinski is a freelance writer and editor based in Wisconsin.

Introduction Imperative 1: Find and Retain Quality People1. Select Slowly!and Hire Carefully2. Paying Attention to Employee Retention3. Keeping Your Best and Brightest Imperative 2: Know Your Customers Intimately4. Why Customer Satisfaction Isn't Enough (essentially new chap!2/3 new)5. Listening Is a Contact Sport6. A Complaining Customer Is Your Best Friend7. The Binding Power of Customer Trust (new chapter)8. Little Things Mean a LotImperative 3: Build a Service Vision9. The Power of Purpose10. Getting Your Focus Down on Paper11. A Service Vision Statement Sampler 12. Service Standards Build Consistency (new chapter)Imperative 4: Make Your Service Delivery System ETDBW13. Bad Systems Stop Good People14. Fix the System, Then the People 15. Measure and Manage from the Customer's Point of View16. Add Magic: Creating the Unpredictable and Unique (new title)17. Make Recovery a Point of Pride18. Reinventing Your Service System (originally chapter 30)Imperative 5: Train and Coach19. Start on Day One (When Their Hearts and Minds are Malleable)20. Training Creates Competence, Confidence and Commitment to Customers (new title)21. Making Training Stick22. Thinking and Acting Like a CoachImperative 6: Involve and Empower23. Empowerment Is Not a Gift24. Removing the Barriers to EmpowermentImperative 7: Recognize, Reward and Celebrate25. Recognition and Reward: Fueling the Fires of Service Success26. Feedback: Breakfast, Lunch and Dinner of Champions 27. The Art of Interpersonal Feedback 28. Celebrate SuccessImperative 8: Your Most Important Management Mission: Set the Tone and Lead the Way29. Manager-Employee Trust: Ground Zero for Service Quality (new chapter)30. Observation Is More Powerful than Conversation31. The Journey from Boss to Leader