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J > J - Pg. 222

222 Customer Satisfaction Survey, 164 customer service, 3­7, 43­48, 175­179 "Customers From Hell", 185­195 "cybervent," 175 deadlines, 33­34 detail, 110­113, 120­121 dictatorial customers, 194 Dictionary of Slang in the United Kingdom, 94­95 digital communication, see also e-service, 119­125 Digital Equipment Corporation, 31 Disney World, 110­111 Dun and Bradstreet, 105, 107 Echo Boomers, see Millennial generation "echoing," 94 egocentric customers, 191­192 Fresno Bee, 162 Friedman, Nancy, on forbidden phrases, 73 friendship vs. professionalism, 204­206 I NDEX Garcia, Tony, exceptional customer service, 162 generational divide, 97­102 Generations at Work (Raines), 99 Generation Xers, 101 Generation Y, see Millennial generation Gerstner, Louis V., on customer service, 109 gestures, 79 getting-to-know-you conversation, 96 gifts, 58, 141­142 Google, 32 Groves, Eric, on feedback, 137