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BOOKS to Advance Your Performance and Goals
 
CUSTOMER SERVICE
 
 
Berry , Leonard L. Discovering the Soul of Service. (1999) Free Press.                                              See it on Amazon

Blanchard, Ken; Ballard, Jim and Finch, Fred. Customer Mania! (2004) Free Press.                         See it on Amazon

Carbone, Lewis. Clued In: How to Keep Customers Coming Back... (2004) Prentice Hall.                 See it on Amazon

Carlzon, Jan. Moments of Truth. (1989) Ballinger Publishing.                                                            See it on Amazon

LeBoeuf, Michael. How to Win Customers and keep Them for Life. (2000) Berkley.                           See it on Amazon

Peters, Thomas and Waterman, Robert. In Search of Excellence. (2004) Warner Books.                   See it on Amazon

Porter, Michael E. Competitive Advantage (1998) Free Press.                                                             See it on Amazon

Schmitt, Bernd. Customer Experience Management. (2003) Wiley.                                                     See it on Amazon

Snow, Dennis and Yanovitch, Teri. Unleashing Excellence. (2003) DC Press.                                      See it on Amazon 

Spector, R. & McCarthy, Patrick D. The Nordstrom Way to Customer Service Excellence. (2005) Wiley.       Amazon

Zemke, Ron and Albrecht Karl. Service America. (1990) Irwin Professional.                                        See it on Amazon
 
 
MANAGEMENT
 
 
Business:  The Ultimate Resource.  (2006)  Basic Books.                                                                       See it on Amazon
 
Blanchard, Kenneth & Johnson, Spencer.  The One-Minute Manager. (1982) Morrow.                         See it on Amazon
 
Buckingham, Marcus & Coffman, Curt.  First Break All The Rules. (1999) Simon & Schuster.               See it on Amazon
 
Eades, Laseter, et al. The Portable MBA Series (5th Edition).  (2010) Wiley.                                         See it on Amazon
 
Koch, Richard.  The 80/20 Principle.  (1999)  Crown Business.                                                              See it on Amazon
 
Kotter, John.  Leading Change.  (1996)  Harvard Business Press.                                                         See it on Amazon
 
Pearson, Christine & Porath, Christine.  The Cost of Bad Behavior. (2009) Portfolio.                            See it on Amazon
 
Pfeffer, Jeffrey.  Managing with Power. (1992) Harvard Business School Press.                                   See it on Amazon
 
Pfeffer, Jeffrey.  Power: Why Some People Have It & Others Don't. (2010) HarperBusiness.                See it on Amazon
 
 
CALL CENTER MANAGEMENT
 
 
Abbot, James.  The Executive Guide to Call Center Metrics.  (2004) Robert Houston Smith.               See it on Amazon
 
Carlaw, Malcolm et al. Managing & Motivating Contact Center Employees. (2003) McGraw-Hill.        See it on Amazon
 
Cleveland, Brad.  Call Center Management on Fast Forward. (2006) ICMI.                                          See it on Amazon 
 
Coen, Dan. 101 Lessons for Great Call Center Management. (2008) DCD Publishing.                           See it on Amazon
 
 
LEADERSHIP

 
Bennis, Warren. On Becoming a Leader. (2003) Da Capo Press.                                                          See it on Amazon

Bossidy, Larry & Charan, Ram. Execution: The Discipline of Getting Things Done. (2002) Crown.       See it on Amazon

Collins, J.C. & Porras, J.I. Built to Last: Successful Habits of Visionary Companies. (2004) Harper.      See it on Amazon

Collins, Jim. Good To Great. (2001) HarperCollins.                                                                               See it on Amazon

Greenleaf, R. K. Servant Leadership. (2002) Paulist Press.                                                                   See it on Amazon
    
Kotter, John P. The Leadership Factor. (1988) Collier Macmillan.                                                        See it on Amazon
 
 
PROFESSIONAL AWARENESS & GROWTH
 
 
Allen, David.  Getting Things Done. (2002) Penguine.                                                                          See it on Amazon
 
Covey, Stephen R.  The 7 Habits of Highly Effective People. (2004)  Simon & Schuster.                       See it on Amazon
 
Goleman, Daniel. Emotional Intelligence. (2006) Bantam.                                                                    See it on Amazon

Goleman, Daniel. Working with Emotional Intelligence. (2000) Bantam.                                             See it on Amazon
 
Lord, R. G. et al. (eds.). Emotions in the Workplace. (2002) Pfeiffer.                                                     See it on Amazon