Alternative Management Resources
Recommended Book List

Customer
Service

General
Management

Moments of Truth

Jan Carlzon, Tom Peters / Paperback / Published 1989
SUPER BOOK, QUICK READ!!!

Customer Satisfaction : The Other Half of Your Job
(A Fifty-Minute Series Book)
Dru Scott, Michael G. Crisp / Paperback / Published 1991

Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless : How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know
Jeffrey H. Gitomer; Hardcover

The 10 Commandments of Business and How to Break Them : Secrets for Improving Morale, Enhancing Customer Service,
Increasing Company Profits
Bill Fromm, William Fromm / Paperback / Published 1992

Delivering Knock Your
Socks Off Service
Kristin Anderson, Ron Zemke; Paperback

Customer Service over the Phone
Stephen Coscia; Paperback

301 Great Customer Service Ideas: From America's Most Innovative Small Companies (301 Series)
Nancy Artz, Harvey MacKay (Introduction) / Paperback / Published 1998

The Arthur Andersen Guide to Talking With Your Customers : What They Will Tell You About Your Business : When You Ask the Right Questions
Michael J. Wing, et al / Paperback /
Published 1997

At Americas Service : How Your Company Can Join the
Customer Service Revolution
Karl A. Albrecht / Paperback /
Published 1995
ANOTHER GOODY!

At the Service Quality Frontier :
A Handbook for Managers, Consultants, and Other Pioneers
Mary M. Losardo, Norma M. Rossi / Paperback / Published 1993

Breakthrough Customer Service : Best Practices of Leaders in Customer Support
Stanley A. Brown (Editor) / Paperback / Published 1998

Coaching Knock Your Socks Off Service
(Knock Your Socks Off Series)
Ron Zemke, Kristin Anderson / Paperback / Published 1996

Command Performance : The Art of Delivering Quality Service (The Harvard Business Review Book)
John E. Martin / Hardcover /
Published 1994

A Complaint Is a Gift :
Using Customer Feedback
As a Strategic Tool
Janelle Barlow, et al / Paperback /
Published 1996

The Complete Idiot's Guide to Great Customer Service
Ron Karr, Don Blohowiak / Paperback / Published 1997

The Customer Comes Second and Other Secrets of
Exceptional Service
Hal F. Rosenbluth, Diane McFerrin Peters / Paperback / Published 1994

Delivering Quality Service : Balancing Customer Perceptions and Expectations
Valarie A. Zeithaml /
Hardcover / Published 1990

Nuts! : Southwest Airlines' Crazy Recipe for Business and Personal Success
Kevin Freiberg, et al / Paperback /
Published 1998

A Passion for Excellence : The Leadership Difference
Tom Peters/ Paperback /
Audio Cassette / Published 1989

The Pursuit of Wow! :
Every Person's Guide to Topsy-Turvy Times
Tom Peters / Paperback / Audio
Cassette / Published 1994

Thriving on Chaos : Handbook for a Management Revolution
Tom Peters / Paperback / Audio Cassette/
Published 1991

Everyone's a Coach : You Can Inspire Anyone to Be a Winner
Kenneth H. Blanchard / Paperback /
Audio Cassette / Published 1996

Managing by Values
Kenneth H. Blanchard / Hardcover /
Published 1997

Mission Possible : Becoming a World-Class Organization
While There's Still Time
Ken Blanchard / Hardcover / Audio Cassette / Published 1996

Raving Fans : A Revolutionary Approach to Customer Service
Kenneth Blanchard / Hardcover /
Audio Cassette / Published 1993

Playing the Great Game of Golf : Making Every Minute Count
Ken Blanchard / Published 1992

Empowerment Takes More Than a Minute (One Minute Manager Series)
Ken Blanchard / Paperback / Audio Cassette /
Published 1998

1001 Ways to Reward Employees
Bob Nelson, Ken Blanchard / Paperback /
Published 1994

Liberation Management : Necessary Disorganization for the
Nanosecond Nineties
Tom Peters /
Audio Cassette or paperback

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