 |
 |
 |
 |
Resources :: Reference Materials
The following customer service reference materials are available through
the George Mason Libraries. If you have any recommendations for additions
to this list, please
send us a note.
Books
Building Great Customer Experiences. Colin Shaw & John Ivens. New York: Palgrave Macmillan, 2002. Analyzes leadership culture issues in organizations and how they influence customer management strategies.Library Location: Fenwick Stacks. Call Number : HF5415.5 .S53 2002
Creating And Sustaining A Superior Customer Service Organization. Jim Poisant. Westport, CT: Quorum Books, 2002. Uses real-life examples of organizations which create positive employee experiences which in turn, creates a loyal customer base.
Library Location: Fenwick Stacks. Call Number: HF5415 .P63 2002
Customer Connections: New strategies for growth. Robert E. Wayland & Paul Michael Cole. Boston: Harvard Business School Press, 1997 Ch. 1. Value compass: finding untapped sources of value. Ch. 2. All ye need to know: customer knowledge management. Ch. 3. Getting wired to your customer: customer-connecting technology. Ch. 4. Finding our where the money is: customer economics. Ch. 5. Getting together: building the right customer portfolio. Ch. 6. Creating customer value: designing the right range of value proposition. Ch. 7. Producing and delivering value: playing the right value-added role. Ch. 8. Creating value together: reward and risk sharing. Ch. 9. Putting it together: creating a customer-based strategy.
Library Location: Fenwick stacks. Call number: HF5415.5.W39 1997. Not available summer 2006.
Customer Loyalty: How To Earn It, How To Keep It. Jill Griffin. San Francisco: Josey-Bass, c2002. Practical advice is offered on how to develop a loyal customer base, win repeat customers, and prevent customer loss.
Library Location: Fenwick Stacks. Call Number: HF5415.5 .G75 2002
Customers as Partners: building relationships that last. Chip R. Bell. San Francisco: Berrett-Koehler, 1996. Explores the real personal relationships that sustain every successful enterprise. Describes a way of business where personal interactions, not sales, take center stage.
Library Location: Prince William stacks. Call number: HF5415.5.B434 1996
Delivering Knock Your Socks Off Service. Ron Zemke. 3rd ed. New York: AMACOM, c2003. This book uses lively illustrations and real-world examples to offer techniques for building customer trust and handling service recovery in the 21st century.
Library Location: Johnson Center Stacks HF5415.5 .A53 2003
Guide to Customer Service Teams: nine steps to improving productivity and service with teams. Susan Hash. New York: The Customer Service Group, c1997 Guide to Customer Service Teams shows you step-by-step how to build a team-based customer service department. You’ll get the answers to all of your questions.
Library Location: Fenwick Folio. Call number: HD66.H375 1997.
Guide to Customer Surveys: Sample questionnaires and detailed guidelines for creating effective surveys. Trevor M. Spunt. New York: The Customer Service Group, c1999. This comprehensive guide takes you step-by-step through the entire survey process from determining your survey objectives and selecting the best methods to organizing and writing the questions correctly.
Library Location: Fenwick stacks. Call number: HF5415.32 S68 1999. Not available summer 2006.
Listening to the Voice of the Customer: 16 steps to a successful customer satisfaction measurement program. Jon Anton & Debra Sue Perkins. New York: The Customer Service Group, 1997. In Listening to the Voice of the Customer, author Jon Anton guides the reader through 16 detailed chapters, which provide step-by-step guidelines for designing a customer satisfaction measurement program, conducting the survey, and analyzing and reporting the results. It's a comprehensive approach, that’s sure to help you improve customer satisfaction.
Library Location: Fenwick stacks. Call number: HF5415.335.A57 1997 Not available summer 2006.
Motivating Customer Service Employees: A hands-on guide to help you improve morale, motivation, and productivity in your customer service department. Leslie Hansen Harps. New York: The Customer Service Group, 1993. Used by over 1,000 customer service departments, Motivating Customer Service Employees reviews all of the strategies you can use to improve frontline motivation. And, because this is a real working manual, it provides case-study examples from service departments that have used these strategies and made them work.
Library Location: Fenwick Folio. Call number: HF5549.5.M63 H37 1993.
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service. John diJulius. New York: AMACOM, c2003. This guide illustrates how organizations can create strong, passionate team members to win customers and keep them coming back.
Library Location: Johnson Center Stacks HF5415.5 .D558 2003
The Nordstrom Way: the inside story of America's #1 customer service company. Robert Spector & Patrick D. McCarthy. Nordstrom's has long had the reputation for outstanding customer service. This book, coauthored by one of Nordstrom's top sales associates, McCarthy, tells how Nordstrom's earned that reputation. The work combines case studies and personal narrative with some history of the store.
Library Location: e-resource, NetLibrary. Call number: HF5415.5.S627
2000eb
Library Location: Johnson Center stacks. Call number: HF5415.5.S627 2000
The Ten Demandments; Rules To Live By In The Age Of The Demanding Consumer. Kelly Mooney. New York: McGraw-Hill, 2002. Provides a framework of 10 guidelines for channeling workplace energy into developing the highest quality consumer experiences.
Library Location: Fenwick Stacks HF5415.5 .M66 2002
Why Service Stinks — And Exactly What To Do About It. T. Scott Gross. Chicago: Dearborn Trade, c2004. Provides more than 80 "thinking points" to help staff improve their outlook and service techniques, and includes many real-life anecdotes.
Library Location: Johnson Center Stacks HF5415.5 .W763 2004
Media
Pleasing Your Hard-To-Please Customers. Rick Brinkman. [sound recording] Discusses the ways to serve difficult customers and develops strategies that can lead to a positive conflict resolution.Library Location: Prince William Campus Audiotapes Call Number: HF5415.5 .P54 1994
We Are Customers To Each Other. Presented by the Telephone "Doctor" ; Nancy J. Friedman. [videorecording]. Discusses the issues of the internal customer service and ways to improve the level of this service within the organization.
Library Location: Johnson Center Videotapes Call Number: HF5541.T4 W4 1989
Other Types
Periodicals
Journal Of Retailing And Consumer Services. Publishes research articles in the fields of retailing and services studies. Focuses particularly on consumer behavior and on policy and managerial decisions.Electronic subscription through ScienceDirect: v.2:no.1 (1995:Jan.) - current
Journal Of Service Research: JSR. Provides the latest research results in service for both academics and business people.
Library Location: Fenwick Periodicals v.4:no.3 (2002:Feb.) - current
The Journal Of Services Marketing. Provides valuable information about the latest research and concepts in customer services and consumer behavior.
Library Location: Fenwick Periodicals: v.4 (1990) - current
Electronic Subscription through Emerald: v.8:no.1 (1994) - current
E-books
Customer Service Over The Phone. Stephen Coscia. New York, N.Y. : Telecom Library, c1999. Examines successful customer service scenarios in a phone-based business and explains how to make effective use of voice mail, e-mail, fax, and letters.The Customer Service Training Tool Kit: 60 Activities For Delivering Super Service To Customers. Gee, Val.; Gee, Jeff. New York McGraw-Hill Professional, 2000. Provides training activities, handouts, worksheets, questionnaires, and overhead masters designed to make customer service training more enjoyable.
The Invisible Customer Strategies For Successful Customer Service Down The Wire. Brian Clegg. London ; Dover, N.H. : Kogan Page, 2000. Advises on how to provide excellent customer service in phone/Internet based businesses.
Super Service Seven Keys To Delivering Great Customer Service Even When You Don't Feel Like It: Even When They Don't Deserve It. Jeff Gee, Val Gee. New York, N.Y. : McGraw-Hill, c1999. Offers seven critical ideas — "keys" — to providing outstanding customer service and suggests that “the people who enjoy their work the most provide the best customer service.”