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: 783 )

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: 826 )

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: 573 )

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: 697 )

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: 635 )

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: 690 )

Customer Service : Suggested Books : Suggested books to help improve customer service