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Suggested books to help improve customer service
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On these pages you will find articles, tips, and advice applicable to those that work in retail, hospitality, service, law enforcement and a number of other organization types. However, if you'd like more, check out The Customer Service Zone where you will find almost a thousand articles on customer service, CRM, and much more. All free.
By
Fred E. Jandt
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Here's another book that bucks the conventional wisdom which is why we've listed it here.
Sometimes the best books are the ones you don't hear about because their is little marketing. This may be one.
(Added:
11-Feb-2002
Hits:
839
)
By
Edward W. Werz, Sally Germain
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Life is strange. We like to prevent a variety of different resources on these pages, and I'm betting this one will be useful for many. What is it? It is a book AND a computer disk containing nearly 200 expertly written model letters for almost every business situation or customer service situation one could think of.
Nifty, huh?!
So, if you, your colleagues or staff have to do a lot of business correspondence, this may be an ideal resource.
(Added:
11-Feb-2002
Hits:
906
)
By
Ron Zemke
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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:
1121
)
By
Peggy Carlaw, Vasudha Kathleen Deming
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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:
1211
)