Index Accenture, 164 Amerispeak, 94 apologies, 149, 160­163 appearance, 80, 205 Applegate, Jill, on listening, 62 Arizona State University School of Business, 164 assumptions vs. rules, 49­50 assurance, 10, 18­22 atonement, 149­150, 172­173, 183 attitude, listening, 66 At Your Service training program, 93 auto acknowledgment, 178 Axtell, Roger, on communication, 94 Baby Boomer generation, 99­100 background questions, 68­69 Brooks, Gordon, on online success, 180 Brown, Carter, on sales, 118 Buckner, Incorporated, 162 caller ID, 88 Carroll, Dave, on airline customer service, 175­176 celebrating yourself, 213­216 chat, online, 122­123 Cicero, on thanks, 143 "click and brick" companies, 174 color-coded responses, 165­167 "comfort zones," 78 common expectations, 13­14 communication, 78­81, 91­96, 104 company knowledge, 21 confirmation questions, 70­71