The Customer Care Institute

What is Customer Service?
The (US) Customer Care Institute recommends the following books for those interested in better understanding and improving Customer Care within their organizations. These books may be ordered through at the http address for each title.

Best Practices in Customer Service - by Ron Zemke and John A. Woods - 1999,
A one-stop resource that brings together the wisdom of dozens of customer service experts who explain and demonstrate how to implement the best practices available in customer service. It covers everything from the classic issues like customer retention and service recovery to contemporary concerns like providing customer service on the Internet.

Customer Service: by Frederik D. Wiersema - September 1998,
Extraordinary Results at Southwest Airlines, Charles Schwab, Lands' End, American Express, Staples, and USAA - No business can thrive without loyal, repeat customers. Now anyone can learn the cutting-edge strategies of American Express, Lands' End, Charles Schwab, Southwest Airlines, and other top companies.

This definitive source on the subject by noted customer-service expert and New York Times best-selling author Fred Wiersema offers do's and don'ts based on years of experience. With this short, accessible book, executives and entrepreneurs alike will glean the tools and insights needed to create a successful customer-oriented culture that is defined by service excellence.

Business Plan Pro 2003 Business Plan Pro 2003 301 Great Customer Services Ideas: by Nancy Artez, Harvey MacKay - 1998,
From America's Most Innovative Small Companies 301 Great Customer Service Ideas cuts past the cumbersome 'reinventing the wheel' arguments of marketing theory and zeros in on 301 ingenious, inexpensive and easily applied marketing ideas culled from the pages of Inc. and Inc.

Technology magazines and the Positive Performer Awards presented by Inc. Covering every aspect of customer service from focus groups and quality assurance to service audits and complaint management, every idea in this book can have an immediate impact on a company's bottom line.

The Call Center Dictionary: by Madeline Bodin, Keith Dawson,
The Complete Guide to Call Center and Help Desk Technology and Operations The language of the call center comes from many fields including telecommunications, engineering, and computer programming. The Call Center Dictionary not only explains what a particular technology is, but also how it can help improve relationships with customers.

The Call Center Handbook: by Keith Dawson - October 1999,
The Complete Guide to Starting, Running and Improving Your Call Center Need to know how to buy a switch? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem.

The Call Center Handbook explains it all. From technology primers to details about choosing and using specific products, the handbook is an indispensable guide for the call center manager. Tips about what works, and what doesn't. Checklists and worksheets. Help with operational problems, like managing people and technology.

It's all in this book. Including info on switches, IVR, voice processing, call center peripherals, software, long distance and toll free services, outsourcing, agent training, monitoring, benchmarking, the Internet, disaster prevention and advanced call center networking. And that just scratches the surface.

Customer Loyalty: by Jill Griffin - January 1996,
How to Earn It, How to Keep It Studies show that customer satisfaction does not equate with continued sales-it is the loyal customer who resists the competitor's tempting offers. This pragmatic guide outlines a savvy, seven-step process for turning prospects into customers and customers into loyal advocates.

Business Plan Pro 2003 Business Plan Pro 2003 Customer Service Operations:- The Complete Guide by Warren Blanding - 1991,
An expert guide to every phase of customer service operations. It covers the development of standards and procedures, measurements of quality performance and customer satisfaction, complaint policies, and all aspects of the day-to-day operations that are the essence of customer service.

Ordinary Acts, Extraordinary Outcomes by Betsy Sanders - August 1997,
As Vice President and General Manager of Nordstrom, Inc., renowned for 12 years, Elizabeth Sanders made Nordstrom the benchmark against which any company, retail or otherwise, now measures itself. In Fabled Service, Sanders defines legendary service and explores the benefits and drawbacks of providing it to customers.

The Service Profit Chain: by James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger
How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain.

Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity.

The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa.

Business Plan Pro 2003 Business Plan Pro 2003 Effective Coaching by Marshall J. Cook
Techniques to become a coach, not just a boss--and maximize each employee's productivity. Effective Coaching explains how to apply sound coaching methods in the workplace, encouraging top performance by working with your employees, instead of over them.

From eliminating confusion by asking the right questions, to always making sure that employees and team leaders understand their roles and responsibilities, this highly focused guidebook will show you how to: understand the characteristics of an effective coach--and apply them in the workplace; quickly achieve the cooperation you need in a disciplined, nonthreatening atmosphere; instinctively use effective problem-solving strategies in every situation.

You know your company needs its employees. Make sure they know that. Management strategies and techniques in Effective Coaching will help you dramatically improve workplace performance and attitude--both yours and your staff's--and maximize the measurable value received from each employee.

The Team Building Tool Kit: By Deborah Harrington-MacKin
Tips, Tactics, and Rules for Effective Workplace Teams This problem-solving reference spells out guidelines and easy-to-grasp tips and tactics for both team leaders and members. Harrington-Mackin shows how to manage the human factors and nitty-gritty details that can hamper teamwork, as she explains how to define roles and responsibilities, select team members, encourage positive behavior, maintain control, evaluate and reward teams, and more.

Customer Service on the Internet: by Jim Sterne
Building Relationships, Increasing Loyalty and Staying Competitive - The only comprehensive guide to planning, creating, and taking full advantage of customer service Web sites. The latest Web technologies offer exciting new ways for businesses to forge lasting relationships with customers. Marketing, advertising, and sales professional, are hungry for all the practical information on these technologies they can get.

Written by Web marketing expert Jim Sterne, this book uses numerous case studies to acquaint readers with the new Web technologies and to demonstrate how companies can use them to create and maintain cutting-edge customer service sites.

Completely updated, this Second Edition covers all the bases, including creating business plans that take full advantage of the Web's potential; presenting company information on the Web; managing e-mail; determining what's important to customers; measuring customer satisfaction; and using extranets to service customers and partners.

Business Plan Pro 2003 Business Plan Pro 2003 Love 'Em or Lose 'Em : Getting Good People to Stay by Beverly L. Kaye, Sharon Jordan-Evans,
Because finding the ideal person for every workplace position has become an increasingly difficult task, the retention of top employees has become every manager's concern. Love 'Em or Lose 'Em proposes that this "race for talent" can be effectively run only by those who adopt programs and policies that truly support their personnel. It then shows how to do so, even in organizations reluctant to participate actively.

Measuring Customer Satisfaction by Bob E. Hayes
- Survey Design, Use, and Statistical Analysis Methods A best seller since its release in 1992, this second edition provides detailed information about how to construct, evaluate, and use questionnaires. New to this edition is a chapter on sampling methods, which includes different methods of sampling as well as how to determine an appropriate sample size for reliable results.

The author has updated the chapter on reliability and validity to provide more information about other forms of reliability. He also includes a chapter devoted to presenting examples of real customer satisfaction measures and how they can be used.

Keeping Score: by Mark Graham Brown
Using the Right Metrics to Drive World-Class Performance - This outstanding book shows how to pinpoint key measures when measuring and analyzing organizational data, demonstrating how to evaluate the current approach to measurement and how to redesign inadequate metrics and systems used to collect and report data. Details methods for measuring financial performance, customer satisfaction, product/service quality, operational performance, and employee satisfaction
Articles - Coutesy of the US Customer Care Institute

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