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Customer Service : Suggested Books
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Suggested Books On Customer Service: If you would like to learn more aboutcustomer service excellence, our suggested reading list may be able to help you. You can learn more about creating a profitable business strategy for the internet. There is also more details about best practices in cusomter service. There are more reading suggestions that you'll want to check out in this sub-section for customer service.
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Conflict911 - Your free guide to conflict management: Customer Service : Suggested Books

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Customer Service Book Suggestions:
angry and difficult customers

Learn to defuse difficult and angry customers from best-selling workbook.

Defusing Hostile Customers Workbook - Your seminar in a book. 200+ pages of exercises and specific techniques.

Click here for more information and get your free preview.

  • 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: 322 Rating: 7.50 Votes: 2)

  • 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: 347 Rating: 0 Votes: 0)

  • 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: 346 Rating: 0 Votes: 0)

  • 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: 325 Rating: 0 Votes: 0)

  • 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: 268 Rating: 0 Votes: 0)

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Pages Updated On: 17-Nov-2008 - 13:05:56 .
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