By Patricia B. Seybold
- We've included this for two reasons. One: Service to customers is starting to shift to electronic interactions via the internet, and we need to address that. Second, this is listed as the 25th BEST SELLING BOOK at Amazon.com which is absolutely astounding.
(Added: 11-Feb-2002 Hits: 52
)
By Robert Bacal
- Reader Comment:I have researched countless customer service books, ..to use here at our public institution. Not only is Robert Bacal's material one of the only sources geared specifically to the public sector... one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace! Beginning with a four-part model (or process) for defusing hostile customers, he then goes into countless specific tips that are as practical as they are effective.
(Added: 10-May-2001 Hits: 100
)
By Peggy Carlaw, Vasudha Kathleen Deming
- 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: 132
)
By Hal F. Rosenbluth, Diane McFerrin Peters
- A lot of customer service books are written with the wrong assumption in mind - that the customer is always right, which is the biggest load of hooey around.
This book is different. It starts with the premise that customer service starts with how employees are treated which is consistent with my own views on customer service.
(Added: 11-Feb-2002 Hits: 77
)
By Fred E. Jandt
- 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: 75
)
