Efnisyfirlit

• Cover Page
• Title Page
• Copyright
• DEDICATION
• CONTENTS
• ACKNOWLEDGMENTS
• FOREWORD
• PREFACE: DON’T SKIP THIS
• INTRODUCTION: BLINK AND THEY’RE GONE
• 1: STOP TELLING US NO
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 2: DON’T FAKE IT UNTIL YOU MAKE IT
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 3: AUTOMATION KILLS LOYALTY
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 4: DON’T CLOSE—EVER
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 5: DON’T BE HARD TO REACH
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 6: DON’T PEE ON MY LEG AND TELL ME IT’S RAINING
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 7: WE DON’T WANT TO DO BUSINESS YOUR WAY
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 8: DON’T PUNISH EVERYONE FOR THE ACTIONS OF A FEW
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 9: FIX YOUR DYSFUNCTIONAL WEBSITE
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 10: YOU GET ONE CHANCE, SO DON’T BLOW IT
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 11: IT’S NOT WHAT YOU WANT TO SAY, IT’S WHAT WE WANT TO HEAR
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 12: MY CALL IS NOT VERY IMPORTANT TO YOU
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 13: DON’T TREAT ME LIKE YOU WANT TO BE TREATED
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 14: DON’T PASS THE BUCK (AND DON’T THROW COWORKERS UNDER THE BUS)
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 15: STOP MAKING US DO YOUR WORK
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 16: YOUR STALKING IS CREEPING US OUT
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 17: AVOID THE SIN OF OMISSION
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 18: YOUR MANAGEMENT FAILS TO MANAGE
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 19: SHOW US THAT YOU CARE ABOUT YOUR BUSINESS
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 20: STOP WASTING OUR TIME
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 21: STOP BEING CHEAP
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 22: DON’T TAKE US FOR GRANTED
• WHY YOU DO IT:
• WHY WE HATE IT:
• A BETTER APPROACH:
• 23: BEING GOOD IS NO LONGER GOOD ENOUGH
• AFTERWORD: BE A GREAT CUSTOMER
• NOTES
• CHAPTER 8
• CHAPTER 10
• CHAPTER 12
• CHAPTER 22
• INDEX
• ABOUT THE AUTHOR