Recommended Resources
Enhancing your customer service knowledge is a never-ending process. With that in mind, we offer the following short listing of books, magazines, web sites, and associations.
BOOKS
Albrecht, Karl, and Ron Zemke. Service America! Doing Business in the New Economy. Business One Irwin, 1985.
Alessandra, Tony, and Phil Hunsaker. Communicating at Work. Fireside, 1993.
Anderson, Kristin. Great Customer Service on the Telephone. AMACOM Books, 1992.
Anderson, Kristin, and Ron Zemke. Delivering Knock Your Socks Off Sewice, revised edition. AMACOM Books, 1998.
———Knock Your Socks Off Answers: Solving Customer Nightmares and Soothing Nightmare Customers. AMACOM Books, 1995.
———Tales of Knock Your Socks Off Service: Inspiring Stories of Outstanding Customer Service. AMACOM Books, 1998.
Bell, Chip R. Customers as Partners: Building Relationships that Last. Berrett Koehler, 1994.
Bell, Chip R., and Ron Zemke. Managing Knock Your Socks Off Service. AMACOM Books, 1992.
Berry, Leonard L. Discovering the Soul of Service: The Nine Drivers of Sustainable Success. The Free Press, 1999.
———On Great Service: A Framework for Action. The Free Press, 1995.
Connellan, Thomas K. Inside the Magic Kingdom: Seven Keys to Disney’s Success. Bard Press, 1997.
Connellan, Thomas K., and Ron Zemke. Sustaining Knock Your Socks Off Service. AMACOM Books, 1993.
Leeds, Dorothy. Smart Questions: A New Strategy for Successful Managers. McGraw-Hill Book Company, 1987.
Zeithaml, Valarie A., A. Parasuraman, and Leonard L. Berry. Delivering Quality Service: Balancing Customer Perceptions and Expectations. The Free Press, 1990.
Zemke, Ron. Knock Your Socks Off Service on the Phone (audio program). AMACOM, 1999.
Zemke, Ron, and Kristin Anderson. Coaching Knock Your Socks Off Service. AMACOM Books, 1997.
Zemke, Ron, and Chip R. Bell. Knock Your Socks Off Service Recovery. AMACOM Books, 2000.
Zemke, Ron, and Tom Connellan. E-Service: Twenty-Four Ways to Keep Your Customers When the Competition is Just a Click Away. AMACOM Books, 2001.
Zemke, Ron, ed., and John Woods, ed. Best Practices in Customer Service. AMACOM Books, 1999.
WEB SITES
American Management Association, <http://www.amanet.org.> Find out about self-study courses, AMACOM books, research reports, seminars, and more.
Smartbiz.com. <http://www.smanbiz.com> Web site of the how-to resource for small business. Free resources to help you run your business better, including an excellent database of practical customer service articles.
Zemke, Ron, and Performance Research Associates, Inc. <http://www.socksoff com>. The online home of Knock Your Socks Off Service. Log on here to stay current on the ideas and projects of Ron Zemke and his colleagues at Performance Research Associates, Inc., and shop at the PRA store.
MAGAZINES
AFSM International: The Professional Journal
Published by the Association of Field Service Managers (AFSMI)
1342 Colonial Boulevard, Suite 25
Ft. Myers, FL 33907
Phone:800-333-9786
Web site: www AFSMI.org.
At Your Service
Published by International Customer Service Association (ICSA)
401 North Michigan
Chicago, IL 60611
Phone: 312-321-6800
Web site: www.icsa.com
Call Center Magazine
Subscription Services:
PO. Box 5045
Brentwood, TN 37024
Phone: 888-824-9793
Customer Relationship Management
Published by Society of Consumer Affairs Professionals in Business (SOCAP)
801 N. Fairfax Street, Suite 404
Alexandria, VA 22314
Phone: 703-519-3700
Web site: www.socap.org
Customer Service Management
Subscription Services:
6385 Corporate Drive, Suite 301
Colorado Springs, CO 80919 Phone:800-934-6566
Web site: www.csm-us.com
ASSOCIATIONS
Association of Field Service Managers International (AFSMI)
1342 Colonial Boulevard, Suite 25
Ft. Myers, FL 33907
Phone:800-333-9786
Web site: www.AFSMI.org.
International Customer Service Association (ICSA)
401 North Michigan
Chicago, IL 60611
Phone: 312-321-6800
Web site: www.icsa.com
Society of Consumer Affairs Professionals in Business (SOCAP)
801 R Fairfax Street, Suite 404
Alexandria, VA 22314
Phone: 703-519-3700
Web site: www.socap.org