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Customer Service - Books
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The Customer Service Intervention (CSINT)
 

The Customer Service Intervention offers a practical, step-by-step program that will teach you how to quickly assess the effectiveness of your staff . . . launch an intervention to keep your staff service savvy . . .and seize opportunities every day to improve the quality of every customer interaction.
Price: $14.95
Author (s):   Carolyn A. Martin, Ph.D. & Bruce Tulgan  
 
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Service Pro: Creating Better, Faster, and Different Customer Experiences (SP)
 
This book provides a fundamental understanding of the competencies and tactics that increase customer retention and referrals. Ideal for both employees who serve customers directly or indirectly and those who manage them, this book offers lessons that will build professional competencies in the business of customer service.
Price: $12.95
Author (s):   Rick Tate & Josh Stroup  
 
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Excuses, Excuses, Excuses
 
Sick of hearing your customer service staff say: My computer is down, It's lunch time, I haven't gotten to it yet, etc. etc.. This book is an encyclopedia of what your service staff should say and do, instead. Ideal as a service coaching resource, this book provides a quick and easy solution that will improve customer perceptions about your organization and it's service personnel.
Price: $12.95
Author (s):   Darryl S. Doane & Rose D. Sloat  
 
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Customer Service Best Practices (BPCS)
 
This resource includes 38 training tools, case studies, job aids and articles that will give you solutions to improving virtually any customer service process.
Price: $89.95
Author (s):   Ron Zemke , John A. Woods  
 
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Learning Points: 100 Activities and Actions for Customer Service Excellence w/CD (LPCS)
 
With Learning Points: 100 Activities and Actions for Customer Service Excellence, you can be sure your employees know exactly what they need to do in any situation to provide the quality of service your company expects, and your customers deserve.
Price: $34.95
Author (s):   Peter Garber  
 
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The Constant Customer (CCST)
 
These are trying times. The economy has created an environment that forces customers to make more decisions, be more selective and cut back on items they may not have given a second thought to only a year ago. How can you ensure your company survives and thrives?
Price: $14.95
Author (s):   Darryl S. Doane & Rose D. Sloat  
 
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How to Get Customers Swearing by You, Not at You (GTSBY)
 
Faced with the challenge of developing effective customer service training? Not sure where to start? Whether you are a novice at the customer service game or an experienced facilitator, this book will make the development process fun and a whole lot easier.
Price: $19.95
Author (s):   Nancy Friedman  
 
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Stories They Will Remember (STWR)
 
Have you ever needed just the right story to drive home your message in a speech, presentation, training session or meeting? Then this book is for you.
Price: $19.95
Author (s):   Rose D. Sloat, Darryl S. Doane  
 
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Learning Points: 89 Activities and Actions for Coaching Call Center CSRs (LPCALL)
 
This interactive training guide is designed for those responsible for the ultimate success of the call center. It is packed with tips and strategies that will help you do your job better and continuously coach your CSRs to improve their skills and the level of service they provide.
Price: $34.95
Author (s):   Peter Garber  
 
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54 Golden Nuggets (54GN)
 
54 Golden Nuggets: The Best of the Telephone Doctor.

Quick Tips to Cure Your Business Communication Ills.
Price: $19.95
Author (s):   Nancy Friedman