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Secret Service: Hidden Systems That Deliver Unforgettable Customer Service 24 reviews
John R. DiJulius
AMACOM, 2003
Best book ever for business owners
+ Love Love Love this book!
+ Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
+ all business owners should read this book
+ Secret Service
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Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance ... 4 reviews
Malcolm Carlaw, Peggy Carlaw, ...
McGraw-Hill, 2002
Excellent advice based on reality!
+ Good information with actionable suggestions
+ A must have for your contact center library
From the moment I opened this book, I could tell the people who wrote it had worked in call centers. The advice is comprehensive and throughout the book they offer resources for additional information. If you have to give feedback to call center employees, get this book! If you are a new or ...
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The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your ...4 reviews
Robert Spector
Wiley, 2005
Great stories of the best Cust. Service around
+ great teambuilder
+ Insist on good service! You're paying for it!
I was very excited to read this book after enjoying Spector's book on Amazon.com. The author did not disapoint and I enjoyed this book much more than his last!
The best part of the book are the examples used. In addition to Nordstrom, he has also incorporated examples from another large ...
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Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation 3 reviews
Lisa Ford, David McNair, ...
Adams Media, 2001
A Step Beyond the Others
+ The many fine examples will you show that such service can be provided!
+ Worth a Read
I have been working in customer service training for over a decade now and I've seen a lot of systems come and go. Lisa Ford's insights and ideas about customer service, however, are timeless. This book represent a compilation of the customer service ideas and techniques she has talked about over ...
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BE OUR GUEST15 reviews
Disney Institute
Disney Editions, 2003
Service Excellence
+ A must for those doing customer service
+ Disney Secrets Revealed
+ A great lesson from a mouse
+ another one for Disney
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Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results33 reviews
Jack Mitchell
Hyperion, 2003
Biz book club says, "We love the book".
+ Hug Your Customers
+ Lead Your Business to Improved Customer Loyalty
+ GROUP HUGS!!
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Beyond "Hello": A Practical Guide for Excellent Telephone Communication and Quality Customer Service7 reviews
Jeannie Davis
Now Hear This, 2000
Older Workers Benefit From Beyond "Hello"
+ Awesome Reading!
+ Timely
+ Amazing information on Customer Service
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Customer Service Training 101: Quick and Easy Techniques That Get Great Results9 reviews
Renee Evenson
AMACOM, 2005
Customer Satisfaction
+ gabsters comments
+ good info for the novice
+ Great Primer
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Customer Mania! It's Never Too Late to Build a Customer-Focused Company4 reviews
Ken Blanchard
Free Press, 2004
This should be called "The CEO's Bible"
+ A page-turning read steeped in the senses of yesteryear.
+ Another good book from Blanchard
+ I'm a raving fan of Customer Mania ! ! !
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Raving Fans: A Revolutionary Approach To Customer Service123 reviews
Kenneth H. Blanchard, Sheldon Bowles
William Morrow, 1993
In lieu of Book
+ "raving fan"
+ This is one of the best management books ever written, made even better by the simplicity of the presentation.
+ I am a Raving Fan
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Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service ...1 review
David L. Butler
Butterworth-Heinemann, 2004
A hands-on guide to customer running customer call centers
Until recently, customer call centers were very much back-end operations, out of site and out of the minds of corporate chiefs. That was before several recent high-profile fiascos in the US, UK and Australia, where badly-run call centers destroyed in a few months the customer goodwill that had been ...
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Indispensable: How To Become The Company That Your Customers Can't Live Without8 reviews
Joe Calloway
Wiley, 2005
Fabulous ideas backed up by case studies
+ Read this book!
+ Joe Calloway is a star
+ Get's to the point quick. Great Examples
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Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment26 reviews
Brad Cleveland, Julia Mayben
Call Center Press, 1999
Wow! So This is How Call Centers Work!
+ Unbelievably good
+ Call Center Management ~On Fast Forward
+ Comprehensive handbook for management
+ Excellent book to get started and graduate yourself
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The Executive Guide to Call Center Metrics9 reviews
James C. Abbott
Robert Houston Smith Publishers, 2004
Bringing Call Centers Into The 21st Century
+ Great and clear book
+ Call Center Metrics
+ Required Reading For All Call Center Managers
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The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center (Call ... 11 reviews
Keith Dawson
CMP, 2003
Illuminating Read!
+ A Classroom In A Book
+ THE CALL CENTER: SELF-SERVICE OR SELF DELUSION?
This is a definite Must Read for any Call Center professional! All those questions about what system/technology does what and how are answered in one fact-based publication. If you want to avoid the headache of time-consuming hunts through web-sites and talking with marketing reps to learn which ...
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Branded Customer Service: The New Competitive Edge12 reviews
Janelle Barlow, Paul Stewart
Berrett-Koehler Publishers, 2004
Four Words: Go Buy This Book!
+ The authors got it right
+ A "must-read" especially for business executives
+ Clear and useful!
+ The missing link
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Customer Service For Dummies (For Dummies (Business & Personal Finance))11 reviews
Karen Leland, Keith Bailey
For Dummies, 2006
Nice!
+ A useful addition to your customer service library
+ CUSTOMER SERVICE
+ A great guide for new customer service reps
+ Great book & Great service
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Great Customer Service on the Telephone (Worksmart Series)3 reviews
Kristin Anderson
AMACOM, 1992
Excellent communication skills tool!
+ Customer service rescue me book
I've been doing reception work for a long time and was recently promoted to because of my excellent phone and office skills. Not to brag, just to illustrate that I know something about customer service on the phone. I love reference material and I have purchased other books on the same subject. I ...
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Tales of Knock Your Socks Off Service: Inspiring Stories of Outstanding Customer Service (Knock Your Socks ...3 reviews
Kristin Anderson, Ron Zemke
AMACOM, 1997
very helpful/great stories
+ Entertaining and Educational
I agree. I'm in sales. The book is educational and entertaining. I heard about the contest too. All fans of Knock Your Socks Off Service should enter.
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Best Practices in Customer Service3 reviews
Ron Zemke
AMACOM, 1999
customer first
+ Best Practices
+ Practical and Tactical
Treat colleagues as customers ,then smile and be helpful and supportive ,caring,innovator, sociable good listener, creative patient .
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