In a message dated 98-01-06 08:21:35 EST, Simon Buckingham writes:
> Can anyone recommend good customer service books?
One of the best researched and most widely quoted books in the field is
DELIVERING QUALITY SERVICE: Balancing Customer Perceptions and
Expectations, by Valarie A. Zeithaml, A. Parasuraman and Leonard L. Berry.
ISBN 0-02-935701-2
Another useful title is COMMAND PERFORMANCE: The Art of Delivering Quality
Service, featuring the most influential recent articles and interviews on
quality service from the Harvard Business Review, ISBN 0-87584-562-2.
One more book that is not exclusively devoted to customer service, but
addresses many issues surrounding delivering what customers value is
COMPETING GLOBALLY THROUGH CUSTOMER VALUE: The Management of Strategic
Suprasystems, edited by Michael J. Stahl and Gregory M. Bounds, ISBN
0-89930-600-4.
-- Eric Budd Rochester, MI (248) 656-8617 ebudd@aol.comLearning-org -- Hosted by Rick Karash <rkarash@karash.com> Public Dialog on Learning Organizations -- <http://www.learning-org.com>