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Articles:
Defusing Hostile Customers Workbook (Public Sector) - by Robert BacalReader Comment:I have researched countless customer service books, ..to use here at our public institution. Not only is Robert Bacal's material one of the only sources geared specifically to the public sector... one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace! Beginning with a four-part model (or process) for defusing hostile customers, he then goes into countless specific tips that are as practical as they are effective. (Added: 10-May-2001 Hits: 861 )
At Your Service : Calamities, Catastrophes.. of Customer Service - by Hal Becker
This obscure book (it isn't little at 200+ pages contains 50 true customer service stories ranging from the wonderful to the "appalling. The content is described as "often hilarious", but the book isn't just entertainment.""Each story is accompanied by hints about how the customer service could or should have been handled. (Added: 11-Feb-2002 Hits: 905 )
Best Practices in Customer Service - by Ron Zemke
The book itself contains 35 chapters written by experts in customer service, and maps out the WHY'S and HOW'S of superior customer service, one of the areas where the competitive advantages are determined.""And, while many people forget that SMALL businesses have a greater need to provide excellent top quality service, this is a book for anyone in any industry. (Added: 11-Feb-2002 Hits: 956 )
Complete Customer Service Letter Book - by Edward W. Werz, Sally Germain
Life is strange. We like to prevent a variety of different resources on these pages, and I'm betting this one will be useful for many. What is it? It is a book AND a computer disk containing nearly 200 expertly written model letters for almost every business situation or customer service situation one could think of.""Nifty, huh?!""So, if you, your colleagues or staff have to do a lot of business correspondence, this may be an ideal resource. (Added: 11-Feb-2002 Hits: 999 )
Customers.Com: How to Create a Profitable Business Strategy for the Interne - by Patricia B. Seybold
We've included this for two reasons. One: Service to customers is starting to shift to electronic interactions via the internet, and we need to address that. Second, this is listed as the 25th BEST SELLING BOOK at Amazon.com which is absolutely astounding. (Added: 11-Feb-2002 Hits: 744 )
The Big Book of Customer Service Training Games : Quick, Fun Activities for - by Peggy Carlaw, Vasudha Kathleen Deming
This book is part of a family of similar books containing learning games and activites, but this one focuses on the customer service area. It contains 50 games that focus on skills such as listening, smoothing out ruffled feathers and so on.""Most games are short and can be completed in 15-30 minutes, and the customer service exercise material can be reproduced without restriction.""The book is intended both for trainers, or supervisors (Added: 11-Feb-2002 Hits: 855 )
Creating Customer Connections : How to Make Customer Service a Profit Cente - by Jack Burke
Part of a series of books "Taking Control", this is billed as a practical guide to improving customer service operations.""Very positively reviewed and called a "must read" by the Midwest Book Review this book uses case studies and interviews aimed at helping staff strengthen customer loyalty and present a positive image to customers. (Added: 11-Feb-2002 Hits: 858 )
Customer Service : A Practical Approach - by Elaine Harris
While some books talk about customer service within any industry this book talks about the customer SERVICE INDUSTRY (Added: 11-Feb-2002 Hits: 1024 )
The Customer Is Usually Wrong! : Contrary to What You'Ve Been Told... - by Fred E. Jandt
Here's another book that bucks the conventional wisdom which is why we've listed it here.""Sometimes the best books are the ones you don't hear about because their is little marketing. This may be one. (Added: 11-Feb-2002 Hits: 822 )
The Customer Comes Second and Other Secrets of Exceptional Service - by Hal F. Rosenbluth, Diane McFerrin Peters
A lot of customer service books are written with the wrong assumption in mind - that the customer is always right, which is the biggest load of hooey around.""This book is different. It starts with the premise that customer service starts with how employees are treated which is consistent with my own views on customer service. (Added: 11-Feb-2002 Hits: 906 )
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