Incoming Resources
- Sustaining knock your socks off service, Thomas K. Connellan and Ron Zemke
- Aftersales management, creating a successful aftersales strategy to reduce costs, improve customer service and increase sales, David Brock
- Sense & respond, how successful organizations listen to customers and create new products continuously, Jeff Gothelf & Josh Seiden
- The complete guide to customer service, Linda M. Lash
- The customer-driven company, moving from talk to action, Richard C. Whiteley
- Your call is (not that) important to us, customer service and what it reveals about our world and our lives, Emily Yellin
- Electronic customer relationship management, Jerry Fjermestad, Nicholas C. Romano, editors
- Effective customer care, Pat Wellington
- Customer friendly, the organizational architecture of service, James T. Ziegenfuss, Jr
- Dealing with difficult customers, Video Education Australia ; distributed by Cambridge Educational
- Emotional value, creating strong bonds with your customers, Janelle Barlow and Dianna Maul ; foreword by Michael Edwardson