Intro -- TITLE PAGE -- COPYRIGHT PAGE -- CONTENTS -- WHY RULE OF THUMB? -- INTRODUCTION: THE POWER OF CUSTOMER SERVICE -- CHAPTER 1: WHAT IS A CUSTOMER? -- CHAPTER 2: WHY DO CUSTOMERS DO BUSINESS? -- CHAPTER 3: COMMUNICATING WITH CUSTOMERS -- CHAPTER 4: WHERE DOES CUSTOMER SERVICE EXIST? -- CHAPTER 5: SERVING THE DIFFERENT GENERATIONS -- CHAPTER 6: HOW CAN YOU HAVE EXCELLENT CUSTOMER SERVICE? -- CHAPTER 7: CLIENT-BASED BUSINESSES -- CHAPTER 8: NOW WHAT? HOW TO KEEP THE MOMENTUM GOING -- CHAPTER 9: CREATING A UNIQUE BUSINESS MODEL -- CHAPTER 10: MAKE YOUR CUSTOMER YOUR SUPER HERO -- AUTHOR BIOGRAPHY.