Customer Service Books
 Customer
Service for Dummies (Karen Leland and Keith Bailey), ISBN: 0764552090
"Customer Service For Dummies" is a down-to-earth, humorous, and practical book on quality service that demystifies customer
service and provides a step-by-step guide for how to give, as well as get, the best service possible. This book shows business owners,
corporate executives, managers, service providers, and customers how to quickly improve the service they provide and how to most effectively
get the service they deserve. In their book, Leland and Bailey solve several common problems and give practical, real-world tips for
companies to follow - such as how to survey your customers to find out what they really think; how to motivate your staff to give the best
service possible; and how to retain current customers and gain back lost ones. This book contains crucial information including
time-tested techniques for dealing with people and "six steps to service success," and explained in plain English.
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 The
Big Book of Customer Service Training Games : Quick, Fun Activities for Training Customer Service Reps, Salespeople, and Anyone Else Who
Deals With Customers (Peggy Carlaw, Vasudha Kathleen Deming), ISBN: 0070779740
Following the success of the 3 previous titles in the Big Book of Business Games Series, The Big Book of Customer Service Training Games
contains 50 creative activities that teach the basics of treating customers with respect, listening well, smoothing out ruffled feathers,
and all the other skills an employee needs to sell and serve customers. Designed for anyone who manages front line service workers, the book
is full of fun, engaging games that make it easy to train flight attendants, salespeople, customer service reps, help desk personnel, etc.
Trainers can use the activities to liven up traditional customer service training programs, and sales managers can use the games to add a
training component to a regular sales staff meeting. Most training games take just 15-30 minutes and include reproducible participant
handouts and worksheets to keep the game leader's job simple.
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 The
Customer Relationship Management Survival Guide (Dick Lee)
ISBN: 0967375738
Few books have influenced an entire industry as much as “The Customer Relationship Survival Guide” and its sold-out predecessor, “The
Sales Automation Survival Guide.” Together, these two “deliciously irreverent” volumes (as a reviewer described them) have pushed the
practice of CRM toward customer-centric strategies and corporate culture change – and away from flawed assumptions that CRM is merely
about process change or even worse, only about software. While these mis-assumptions continue to lead many CRM implementers to failure, the
Survival Guides have served as a giant STOP sign for those determined not to follow the failures of the past – and prepared to take a more
intelligently plotted course toward putting customers in the center of our business circles. When “The Customer Relationship
Management Survival Guide” first appeared in July 2000, it immediately attracted a worldwide following among CRM implementers. After
reading it, many CRM team leaders bought copies for their entire group. Some even “left” copies on senior management desks. Even
consultants rallied behind it and often distributed “Survival Guides” to clients too intent on going too fast. That required a reprint
less than 90 days after release. And worldwide use has only grown from there. Today, “The Customer Relationship Management Survival Guide”
continues to be the most influential book in the CRM field. And thanks to its forward-thinking approach, it should stay that way for a long
time to come. In addition to being a freestanding book in its own right, “Survival Guide” is part of a three book “Self-guided CRM”
series that also includes two hands on, how-to guidebooks: "The Customer Relationship Management Planning Guide" and “The
Customer Relationship Management Deployment Guide.”
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 Best
Practices in Customer Service (Ron Zemke and John A. Woods), ISBN: 0814470289
The book is divided into eight parts with each part having several articles:
Part One. Great Customer Service, Customer Retention, and Growth;
Part Two. Practical Models for Managing Customer Service;
Part Three. Practical Methods for Leading Customer Service;
Part Four. Customer Service on the Front Line;
Part Five. Improving Customer Service: Strategies and Techniques;
Part Six. Customer Problems and Problem Customers;
Part Seven. Customer Service on the Internet;
Part Eight. Customer Service and the Rest of the Organization.
It also includes three appendices:
Appendix A. Benchmarking Your Customer Service Operations With Findings from the 1996 ICSA Benchmarking Study;
Appendix B. Magazines, Journals, and Newsletters that Deal with Customer Service;
Appendix C. Customer Service Resources on the Internet.
Every article in this book includes sound practical advice you can use to build a lasting and mutually beneficial relationship with your
customers.
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 ONLINE
CUSTOMER CARE Applying Today's Technology to Achieve world Class Customer Interaction (Michael Cusack), ISBN: 0873893832
A process, technology and content-driven approach to improving customer satisfaction, reducing cost and increasing market intelligence in
contemporary call centers.
A timely and desirable resource for any organization attempting to set up and maintain a world-class customer care operation, this book
provides a comprehensive introduction to the emerging technologies in the customer service arena. Cusack explains how process-driven system
design, user interaction, content provisioning, and data gathering can help your organization achieve world-class customer interaction.
Organizations looking for cost-effective ways to service their customers using integrated online solutions will gain much insight from this
one-stop, complete resource. A high degree of detail is provided by the author, giving you substantial guidance when reengineering a call
center. Also included are numerous case-in-point examples and flow charts which provide additional insights and ease in understanding.
Examines the business drivers behind every successful customer care operation - customer satisfaction, cost reduction and market
intelligence. The book describes those processes critical to the successful implementation of online customer care and explores the media
driving the development of online customer care and how to implement these technologies using human factors engineering. Included is an
introduction to the implementation techniques using a case study in Chapter 5 which presents a real-world situation coupled with his model
for online customer care. Other helpful areas include the fundamentals chapter, which includes an overview of business process development,
systems development, and content delivery and maintenance. The media chapter introduces various types of online facilities such as the World
Wide Web, interactive voice response, and electronic mail, all designed to help you achieve outstanding levels of customer service.
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 301
Great Customer Service Ideas : From America's Most Innovative Small Companies (301 Series) (Nancy Artz (Editor) and Harvey Mackay
(Introduction)), ISBN: 1880394332
301 Great Customer Service Ideas cuts past the cumbersome 'reinventing the wheel' arguments of marketing theory and zeros in on 301
ingenious, inexpensive and easily applied marketing ideas. Covering every aspect of customer service from focus groups and quality assurance
to service audits and complaint management, every idea in this book can have an immediate impact on a company's bottom line. This third book
in Inc.'s best-selling series breaks down a big subject into manageable pieces. The ideas presented come from some of America's most
successful and innovative companies. This is a no-theory, no-fluff handbook that can improve the way any company does business.
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 Customer
Service 101 : Basic Lessons to Be Your Best (Renee Evenson), ISBN: 1890181005
No business can exist without its customers.
This book provides clear and basic rules for outstanding customer service so that every person in
contact with a customer can give outstanding service.
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 Batteries
Included! - Creating Legendary Service (Nigel Barlow), ISBN: 0712680632
Batteries Included! includes witty, practical advice on how to achieve outstanding customer service. Barlow explains not just why it is so
important for businesses to offer customers "legendary" service, but also how to achieve the energy and vitality that the title
suggests in your relations with your customers.
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 Delivering
Knock Your Socks Off Service (Kristin Anderson and Ron Zemke), ISBN: 0814479707
This bright and breezy service primer has proven itself a big hit with front-line service providers and service managers alike! For the
nearly 80% of America's workforce that provides service, this friendly tool makes sure the "good service" message gets across loud
and clear. Using anecdotes, cartoons, and checklists the book make its point: "As far as customers are concerned you are the company.
This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back -- perhaps even to make or
break the company." With a mix of inspiration and concrete techniques readers can put to use the very day they get it, the book shows
how to: (a) use the power of listening to help customers; (b) use words effectively -- to soothe, reassure, and communicate; (c) personalize
service without getting emotionally involved; (d) master the Art of Calm; and (e) make service more than just "being nice" and
really deliver tangible benefits to the customer.
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 CUSTOMER
SATISFACTION IS WORTHLESS, CUSTOMER LOYALTY IS PRICELESS How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know
(Jeffrey H Gitomer)
ISBN: 188516730X
Offers strategies for turning customer satisfaction into customer loyalty, emphasizing the importance of word-of-mouth advertising.
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 How
to measure customer satisfaction (Nigel Hill, John Brierley, Rob MacDougall)
ISBN 0566081938
A practical guide to developing and running an effective customer satisfaction programme.
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Working in partnership - best practice in customer supplier relations
(Bernard Burnes, Barry Dale)
ISBN 0556079976
This book illustrates the changes in attitude and common barriers to success within different
types of business partnerships.
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Handbook of customer satisfaction measurement (Nigel Hill)
ISBN 0566077663
This guide takes you step by step through the entire process of customer satisfaction
measurement, from formulating objectives at the outset to implementing any necessary action at the end.
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Meeting customer needs (Ian Smith)
ISBN 0750633913
The book shows how internal communications, teamwork and teambuilding play a vital role in
meeting customer needs.
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Dealing with Customer Complaints (Tom Williams)
ISBN 0566076977
With the help of case studies and examples drawn from the private and public sectors the author
identifies the principles and practices involved in dealing with customer complaints.
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