Books

1. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition

   

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2. Healing Client Relationships: A Professional's Guide to Managing Client Conflict

   

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3. Only The Best On Customer Service (Only The Best Series)

   

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4. How to Give Exceptional Customer Service

   

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5. Built for Use: Driving Profitability Through the User Experience

   

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6. Customer Service: Empowerment and Entrapment

   

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7. The Customer Management Scorecard: Managing CRM for Profit

   

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8. Calming Upset Customers (50-Minute Series)

   

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9. Quality Customer Service: How to Win With the Customer (A Fifty-Minute Series Book)

   

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10. Everyone Is a Customer: A Proven Method for Measuring the Value of Every Relationship in the Era of Collaborative Business

    

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11. The Call Center Dictionary

    

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12. Upside-Down Marketing: Turning Your Ex-Customers into Your Best Customers

    

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13. Agile Competitors and Virtual Organizations : Strategies for Enriching the Customer (Industrial Engineering)

    

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14. The Arthur Andersen Guide to Talking With Your Customers: What They Will Tell You About Your Business : When You Ask the Right Questions

    

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15. Customer Once, Client Forever: 12 Tools for Building Lifetime Business Relationships

    

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16. Collaborative Customer Relationship Management: Taking Crm to the Next Level

    

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17. It's Just Shopping

    

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18. The Customer Loyalty Pyramid

    

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19. Creating and Sustaining a Superior Customer Service Organization : A Book about Taking Care of the People Who Take Care of the Customers

    

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20. Warranties: Planning, Analysis, and Implementation

    

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21. The diamond touch: How to get what you want by giving people what they uniquely desire

    

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22. Beyond World Class

    

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23. A Guide to Customer Service Skills for the Help Desk Professional

    

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24. Ama Handbook for Customer Satisfaction

    

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25. The Hybrid Company: Reach All Your Customers Through Multi-Channels Anytime, Anywhere

    

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Books:

1. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition
2. Customer-Friendly: Design Guidelines for E-Commerce
3. The Saturn Difference: Creating Customer Loyalty In Your Company
4. May I Help You?: Great Customer Service for Small Business
5. Call Centers Made Easy
6. Your Customer $ystem
7. Service Level Agreements: Measuring Cost and Quality in Service Relationships
8. Service Wisdom: Creating and Maintaining the Customer Service Edge
9. At Your Service: Calamities, Catastrophes, and Other Curiosities of Customer Service
10. Tips and Tactics for Serving Customers on the Internet

Books