Additional Resources
BOOKS AND PERIODICAL ARTICLES
Anderson, K., Great Customer Service on the Telephone, AMACOM, New York, 1992.
Anderson, K., and Zemke, R., Knock Your Socks off Answers: Solving Customer Nightmares & Soothing Nightmare Customers, AMACOM, New York, 1995.
Carr, C., Front-line Customer Service: 15 Keys to Customer Satisfaction, John Wiley & Sons, New York, 1990.
Cleveland, B., and Mayben, J., Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Inbound Environment, Call Center Press, Annapolis, MD, 1997.
Coscia, S., Customer Service Over the Phone, Telecom Books, New York, 1998.
Coscia, S., TELE-Stress: Relief for Call Center Stress, Telecom Books, New York, 1998.
Cusack, M., Online Customer Care: Applying Today’s Technology to Achieve World-Class Customer Interaction, ASQ Quality Press, Milwaukee, WI, 1998.
Davison, J., The Complete Idiot’s Guide to Managing Stress, Macmillan Publishing, New York, 1997.
Dawson, K., The Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center 2nd Ed., Telecom Books, New York, 1998.
Dee, D., The Extra Mile: Building Profitable Customer Relations Every Time, Dartnell Press, Chicago, IL, 1994.
Finch, L., Success as a CSR, Crisp Publications, Menlo Park, CA, 1998.
Finch, L.C., Telephone Courtesy & Customer Service, Crisp Publications, Los Altos, CA, 1987.
Fisher, J.E., The Phone Book: Telephone Skills for Business Success, Irwin/McGraw-Hill, Chicago, IL, 1996.
Griffin, J., Customer Loyalty: How to Earn It How to Keep It, Jossey-Bass, San Francisco, CA, 1995.
Harris, E.K., Customer Service: A Practical Approach, Prentice-Hall, Upper Saddle River, NJ, 2000.
Helmstetter, S., What to Say When You Talk to Yourself, Pocket Books, New York, 1986.
Karr, R., and Blohowiak, D., The Complete Idiot’s Guide to Great Customer Service, Macmillan Publishing, New York, 1997.
Leland, K., and Bailey, K., Customer Service for Dummies, IDG Books World-wide, Forest City, CA, 1995.
Lucas, R.W., Effective Interpersonal Relationships, McGraw-Hill, New York, 1994.
Lucas, R.W., Customer Service: Skills and Concepts for Business, McGraw-Hill, New York, 1996.
Lucas, R.W., Customer Service Skills and Concepts for Success, Glencoe/McGraw-Hill, Woodland Hills, CA, 2001.
Mehrabian, A., Silent Messages: Implicit Communication of Emotions and Attitudes, 2nd Ed., Wadsworth Publishing, Belmont, CA, 1981.
National Press Publication, Powerful Telephone Skills: A Quick and Handy Guide for Any Manager or Business Owner, Career Press, Hawthorne, NJ, 1993.
Nichols, Dr. Ralph, “Listening Is a 10-Part Skill,” Nation’s Business 45 (1957).
Sterne, J., Customer Service on the Internet: Building Relationships, Increasing Loyalty, and Staying Competitive, John Wiley & Sons, New York, 1996.
Zemke, R., Service Recovery: Fixing Broken Customers, Productivity Press, Portland, OR, 1995.
ORGANIZATIONS/PERIODICALS
ACD Call Center Online Learning Center—www.call-center.net
Call Center Magazine—www.callcentermagazine.com
Call Center Network Group—www.ccng.com
Call Center News Service—www.callcenternews.com
Cellular Telecommunications Industry Association—www.wow-com.com
CommerceNet Research Center—www.commerce.net
CosmoCom—www.cosmocom.com
CRMXchange—www.telemkt.com
Customer Care Institute—www.customercare.com
Customer Interaction Solutions Magazine—www.tmcnet.com
Customer Interface—www.c-interface.com
Customer Service Review magazine—www.csr.co.za
Department of Commerce—www.doc.gov
Direct Marketing Association—www.the-dma.org
Ecommerce-law (under construction when visisted, January 28, 2001)— www.ecommerce-law.com
Federal Communication Commission—www.fcc.gov
Federal Trade Commission—www.ftc.gov
Hello Direct—static.hellodirect.net/1086.htm
Incoming Calls Management Institute—www.incoming.com
International Quality & Productivity Center—www.iqpc.com
National Association of Attorneys General—www.naag.org
National Consumers League—www.nclnet.org
National Fraud Information Center—www.fraud.org
National Telecommunications and Information Administration—www.ntia.doc.gov
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