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Chapter 1 is about actively engaging the disengaged part 1. The key to a successful relationship is not only to be clear of the task and communicating it but taking the time to understand others. In this unit we discuss about the art and the science of employee engagement and about the customer engagement through service recovery.Chapter 2 is a continuation of actively engaging the disengaged. The key to a successful relationship is not only to be clear of the task and communicating it but taking the time to understand others. In this unit we discuss about look at the root (thought), not at the Fruit (results), getting to know people much better and questioning techniques to gain control.Chapter 3 is about customer is king. All of us serve customers in one way or the other. Some of us deal with the customers directly. Some of use relate to customers by being part of a long chain. If we are unable to satisfy customers, not only does it damage our jobs and our businesses, but it also affects as internally as a person. In this chapter, we will study about knowing the 4 As in customer loyalty, the buying process used by the consumers and the seven points to develop our personality for customer service.Chapter 4 is about giving some structure to creativity. Creativity is a huge resource. However, creativity can be problematic if we do not structure it. In this chapter, we will learn how to structure our creativity by using the following techniques of brainstorming, defining our goals and listing the obstacles.Chapter 5 is about public speaking and leadership. In this chapter you will learn how to impact with an impression - Organize the change in your speech, the five dynamic thoughts to engage your audience and the seven tools that would help you achieve the desired Effect – Leadership.Chapter 6 is about how to be rich and happy. In this chapter you will learn how to energize the magnet that attracts money and how to switch on your happiness button.