The Customer Service Pocketbook

• Buy the Customer Service Pocketbook
• Book website homepage
• Overview and contents
• FREE sample chapter: Empowering Great Customer Service
• Reviews of the book
• Suggested further reading
• About the authors

Suggested further reading on customer service

Julian Richer, The Richer Way
Julian Richer reveals how putting people first has enabled him to build 'Richer Sounds', a business which entered the Guinness Book of Records for having the most profitable retail space
Click here for more information and to buy at Amazon

Thomas K Connellan, Inside the Magic Kingdom: Seven Keys to Disney's Success
An entertaining story that reveals how attention to detail and customer service are part of everybody's job at Disney's theme parks
Click here for more information and to buy at Amazon

Stephen C Lundin, Harry Paul and John Christensen, Fish!
Subtitled 'a remarkable way to boost morale and improve results', the book uses a story about a local fish market to show how poor internal relations in a large company can eb transformed
Click here for more information and to buy at Amazon

Mike Applegarth, Adrian Guttridge and Keith Posner, The E-Customer Care Pocketbook
This book shows how internet companies, call centres and other remote service providers can build good relationships with customers
Click here for more information and to buy at Amazon

Angelena Boden, The Handling Complaints Pocketbook
Deals extensively with managing emotions when taking complaints and also addresses the systems needed to manage them effectively
Click here for more information and to buy at Amazon

Max A Eggert, The Assertiveness Pocketbook
If you struggle to cope with angry customers or need to negotiate with customers extensively, this book helps to build your confidence
Click here for more information and to buy at Amazon