|
|
| Reading 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 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 Leadership
Bossidy, Larry & Charan, Ram. Execution: The Discipline of Getting Things Done. (2002) Crown Business. Amazon Collins, J.C. & Porras, J.I. Built to Last: Successful Habits of Visionary Companies. (2004) HarperCollins. Amazon Kotter, John P. The Leadership Factor. (1988) Collier Macmillan. See it on Amazon Professional Awareness & Development Covey, Stephen R. The 7 Habits of Highly Effective People. (2004) Simon & Schuster. 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
| |
|