Branded Customer Service: The New Competitive Edge

tangibility, 98, 100

targeted outcomes, 74–75

teams, brand champion, 146, 148–150, 150–152

teamwork, 147

telecommunications industry, 57, 80, 132–135, 138

Texas A&M, 86

themed customer experiences, 88–89, 89–91

Thomson, Kevin, 137

thoroughness, 100

Tipping Point, The (Gladwell), 155–156

TMI US/New Zealand, 101–103, 114, 139, 144, 150, 163–168,223

toolbox, service. See exercises

tools, power

consistency, 121–125

likability, 118–120

reinforcement, 120–121

top-rated brands, 32–35, 43–44, 87, 105

training

advertising and training ratio, 216

complaint handling, 176

on customer-centered sales, 187

education for brand champions, 150–152

employee, 59–63

Travelocity, 77

trust

building, 228

consumers', 34

lack of, 52–55

violations of, 55

Tyrell, Bob, 13