BUAD 212: Quality Customer Service

There are about 50 titles on this list. They are grouped by topic areas. Take the time to look the list over carefully and think about what aspect of customer service you'd like to learn more about. Find out more about the books' contents, lengths, etc. by looking them up in online bookstores and/or looking at the books in the library or store. NOTE: A + symbol means that the book is in the TC3 library collection.

Best Practices: How Real Companies Succeed at CS
Books on Managing Service
Books on CRM (Using Software to Develop Customer Relationships)
Books about Online Customer Service
Books on Frontline Service Skills
Books on Retaining Good Employees
Books about Online Customer Service
Books in the Best-Selling “Knock Your Socks Off” Series
“Customer Service from A to Z” Type Books
Unique Books That Don’t Fit into the Above Categories

Best Practices: How Real Companies Succeed at CS

Basch, Michael D. Customer Culture: How FedEx and other Great Companies Put the Customer First Every Day. Upper Saddle River: Prentice Hall, 2002.

Bethune, Gordon. From Worst to First: Behind the Scenes of Continental Airline’s Remarkable Comeback. New York: John Wiley & Sons, 1999.

Carlzon, Jan. Moments of Truth. New York: HarperPerennial, 1987. (Turnaround of SAS Airlines)

Connellan, Tom.

Inside the Magic Kingdom: Seven Keys to Disney’s Success. Atlanta: Bard Press, 1996. [PN1999.W27 C66 1997]

Disney Institute. Be Our Guest: Perfecting the Art of Customer Service. Disney Enterprises, 2001. [HF5415.5 .B22 2003]

Freiberg, Kevin and Jackie Freiberg. NUTS! Southwest Airlines’ Crazy Recipe for Business and Personal Success. New York: Broadway Books, 1996.

+Fromm, Bill and Len Schlesinger. The Real Heroes of Business...And Not a CEO among Them: World-class Frontline Service Workers. New York: Doubleday, 1993. (Various businesses) [HF5415.5 .F76 1994]

+Mitchell, Jack. Hug Your Customers: the Proven Way to Personalize Sales and Achieve Astounding Results New York: Hyperion, 2003. [HF5415.5 .M58 2003]

Rosenbluth, Hal F. and Diane McFerrin Peters. The Customer Comes Second (And Other Secrets of Exceptional Service.) New York: HarperBusiness, 2002. (Rosenbluth Travel.)

Rosenbluth, Hal F. and Diane McFerrin Peters. Good Company: Caring as Fiercely as You Compete. Perseus Publishing, 1998. (Rosenbluth Travel)

+Sewell, Carl. Customers for Life: How to Turn That One-time Buyer into a Lifetime Customer. New York: Simon and Schuster Trade, 1998. (Sewell Motors) [HF5415.5 .S49 1998]

Spector, Robert. Lessons from the Nordstrom Way. New York: John Wiley & Sons, 2001 (Various businesses)

Spector, Robert and Patrick D. McCarthy. The Nordstrom Way: The Inside Story of America’s #1 Customer Service Company. New York: John Wiley & Sons, 1995. (Nordstrom Dept. Stores)

Wiersema, Fred, ed. Customer Service: Extraordinary Results at Southwest Airlines, Charles Schwab, Lands’ End, American Express, Staples, and USAA. New York: HarperBusiness, 1998.

Books on Managing Service

Albrecht, Karl and Ron Zemke. Service America in the New Economy. New York: McGraw-Hill, 2002.

+Berry, Leonard L. Discovering the Soul of Service. New York: Free Press, 1999.

Blanchard, Ken, Jim Ballard and Fred Finch. Customer Mania!: It's Never Too Late to Build a Customer-Focused Company. New York: Free Press, 2004.

Dow, Roger and Susan Cook. Turned On: Eight Vital Insights to Energize Your People, Customers and Profits. New York: HarperCollins, 1996.

Gallagher, Richard S. Soul of an Organization: Understanding the Values that Drive Successful Corporate Cultures. Chicago: Dearborn Trade Publishing, 2003. (Ithaca Guest of TC3)

+Goldzimer, Linda Silverman. I’m First: Your Customer’s Message to You. New York: Macmillan Publishing Co., 1989. [HF5415.5 .G66 1989]

Heil, Gary, Tom Parker and Rick Tate. Leadership and the Customer Revolution (The Messy, Unpredictable, and Inescapably Human Challenge of Making the Rhetoric of Change a Reality.) New York: Van Nostrand Reinhold, 1995.

+Seybold, Patricia B. The Customer Revolution: How to Thrive When Customers Are in Control. Crown Publishing, 2001. [HD70.U5 S436 2001]

Schmitt, Bernd H. Customer Experience Management: A Revolutionary Approach to Connecting with your Customers. New York: John Wiley & Sons, 2003.

Treacy, Michael, Fred Wiersema and Frederick D. Wiersema. Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market. Perseus Publishing, 1996.

Whiteley, Richard C. The Customer Driven Company: Moving from Talk to Action. Reading, MA: Addison-Wesley Publishing Co., 1991.

Whiteley, Richard and Diane Hessan. Customer Centered Growth: Five Proven Strategies for Building Competitive Advantage. Reading, MA: Addison-Wesley Publishing Co., 1996.

Books on CRM (Using Software to Develop Customer Relationships)

Anton, Jon and Petouhoff, Natalie L. Customer Relationship Management: The Bottom Line to Optimizing Your ROI. Upper Saddle River: Prentice-Hall, 2002.

Burnett, Ken. Handbook of Key Customer Relationship Management. Harlow: Pearson Education Limited, 2001.

Cram, Tony. Customers that Count: How to Build Living Relationships with Your Most Valuable Customers. Harlow: Pearson Education Limited, 2001.

Books about Online Customer Service

+Banks, Drew and Kim Daus. Customer Community: Unleashing the Power of Your Customer Base. San Francisco: Jossey-Bass, 2002. [HF5415.5 .B363 2002]

Seybold, Patricia B. Customers.com: How to Create a Profitable Business Strategy for the Internet and Beyond. New York: Random House, 1998.

Zemke, Ron and Tom Connellan. E-Service: 24 Ways to Keep Your Customers When the Competition is Just a Click Away. New York: AMACOM, 2001.

Books on Frontline Service Skills

Gallagher, Richard S. Delivering Legendary Customer Service: Seven Steps to Success. Central Point, OR: The Oasis Press, 2000.

George, Richard J. and John L. Stanton. Delight Me: The 10 Commandments of Customer Service. Atlantic City, NJ: Raphael Publishing, 1997.

Books on Hospitality Industry Service

Lawler, Edmund. Lessons in Service from Charlie Trotter. Berkeley: Ten Speed Press, 2001.

Martin, William B. Providing Quality Service: What Every Hospitality Service Provider Needs to Know. Upper Saddle River: Prentice-Hall, 2003.

Martin, William B. Quality Service: What Every Hospitality Manager Needs to Know. Upper Saddle River: Prentice-Hall, 2002.

+Marvin, Bill. From Turnover to Teamwork: How to Build and Retain a Customer-Oriented Foodservice Staff. New York: John Wiley & sons, 1994.

Books on Retaining Good Employees

+Kaye, Beverly, and Sharon Jordan-Evans. Love ‘Em or Lose ‘Em: Getting Good People to Stay. San Francisco: Berrett-Koehler Publishers, 2002. [HF5549.5.R58 K39 2002]

+Marvin, Bill. From Turnover to Teamwork: How to Build and Retain a Customer-Oriented Foodservice Staff. New York: John Wiley & Sons, 1994.

Rosenbluth, Hal F. and Diane McFerrin Peters. The Customer Comes Second (And Other Secrets of Exceptional Service). New York: HarperBusiness, 2002. (Rosenbluth Travel)

Books in the Best-Selling “Knock Your Socks Off” Series

Anderson, Kristin and Ron Zemke. Delivering Knock Your Socks Off Service. New York: AMACOM, 1998.

Bell, Chip R. and Ron Zemke. Managing Knock Your Socks Off Service. New York: AMACOM, 1992.

Connellan, Thomas K. and Ron Zemke. Sustaining Knock Your Socks Off Service. New York: AMACOM, 1993.

“Customer Service from A to Z” Type Books

+Bailey, Keith and Karen Leland. Customer Service for Dummies. IDG Books Worldwide, 1995. [HF5415.5 .L45 1999]

+Lash, Linda M. Complete Guide to Customer Service. New York: John Wiley & Sons, 1989. {HF5415.5 .L37 1989]

“Book on Service in Small Businesses

Albrecht, Steven. Service, Service, Service: The Growing Business’ Secret Weapon. Adams Media Corporation, 1994.

Unique Books That Don’t Fit into the Above Categories

+Barlow, Janelle and Claus Moeller. A Complaint is a Gift. San Francisco: Berrett-Koehler Publishers, 1996.

+Barlow, Janelle and Claus Moeller. A Complaint is a Gift: Recovering Customer Loyalty When Things go Wrong. San Francisco: Berrett-Koehler Publishers, c2008. [HF5415.52 .B37 2008]

+Blanchard, Kenneth H. and Sheldon Bowles. Raving Fans: A Revolutionary Approach to Customer Service. New York: William Morrow & Company, 1993. [HF5415.5 .B528 1993]

Gitomer, Jeffrey H. Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know. Atlanta: Bard Press, 1998.

+Glen, Peter. It's Not My Department: How to Get Exactly the Service You Want, Exactly the Way You Want It. New York: William Morrow and Company, 1990. [HF5415.5 .G55 1990]

LeBoeuf, Michael. How to Win Customers and Keep Them for Life. New York: Berkley, 2000.

Pine, B. Joseph II and James H. Gilmore. Experience Economy: Work is Theatre and Every Business a Stage. Boston: Harvard Business School Press, 1999.

Last update: Friday, November 20, 2009

Tompkins Cortland Community College

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		BUAD 212: Quality Customer Service There are about 50 titles on this list. They are grouped by topic areas. Take the time to look the list over carefully and think about what aspect of customer service you'd like to learn more about. Find out more about the books' contents, lengths, etc. by looking them up in online bookstores and/or looking at the books in the library or store. NOTE: A + symbol means that the book is in the TC3 library collection. Best Practices: How Real Companies Succeed at CS Books on Managing Service Books on CRM (Using Software to Develop Customer Relationships) Books about Online Customer Service Books on Frontline Service Skills Books on Retaining Good Employees Books about Online Customer Service Books in the Best-Selling “Knock Your Socks Off” Series “Customer Service from A to Z” Type Books Unique Books That Don’t Fit into the Above Categories Best Practices: How Real Companies Succeed at CS Basch, Michael D. Customer Culture: How FedEx and other Great Companies Put the Customer First Every Day. Upper Saddle River: Prentice Hall, 2002. Bethune, Gordon. From Worst to First: Behind the Scenes of Continental Airline’s Remarkable Comeback. New York: John Wiley & Sons, 1999. Carlzon, Jan. Moments of Truth. New York: HarperPerennial, 1987. (Turnaround of SAS Airlines) Connellan, Tom. Inside the Magic Kingdom: Seven Keys to Disney’s Success. Atlanta: Bard Press, 1996. [PN1999.W27 C66 1997] Disney Institute. Be Our Guest: Perfecting the Art of Customer Service. Disney Enterprises, 2001. [HF5415.5 .B22 2003] Freiberg, Kevin and Jackie Freiberg. NUTS! Southwest Airlines’ Crazy Recipe for Business and Personal Success. New York: Broadway Books, 1996. +Fromm, Bill and Len Schlesinger. The Real Heroes of Business...And Not a CEO among Them: World-class Frontline Service Workers. New York: Doubleday, 1993. (Various businesses) [HF5415.5 .F76 1994] +Mitchell, Jack. Hug Your Customers: the Proven Way to Personalize Sales and Achieve Astounding Results New York: Hyperion, 2003. [HF5415.5 .M58 2003] Rosenbluth, Hal F. and Diane McFerrin Peters. The Customer Comes Second (And Other Secrets of Exceptional Service.) New York: HarperBusiness, 2002. (Rosenbluth Travel.) Rosenbluth, Hal F. and Diane McFerrin Peters. Good Company: Caring as Fiercely as You Compete. Perseus Publishing, 1998. (Rosenbluth Travel) +Sewell, Carl. Customers for Life: How to Turn That One-time Buyer into a Lifetime Customer. New York: Simon and Schuster Trade, 1998. (Sewell Motors) [HF5415.5 .S49 1998] Spector, Robert. Lessons from the Nordstrom Way. New York: John Wiley & Sons, 2001 (Various businesses) Spector, Robert and Patrick D. McCarthy. The Nordstrom Way: The Inside Story of America’s #1 Customer Service Company. New York: John Wiley & Sons, 1995. (Nordstrom Dept. Stores) Wiersema, Fred, ed. Customer Service: Extraordinary Results at Southwest Airlines, Charles Schwab, Lands’ End, American Express, Staples, and USAA. New York: HarperBusiness, 1998. Books on Managing Service Albrecht, Karl and Ron Zemke. Service America in the New Economy. New York: McGraw-Hill, 2002. +Berry, Leonard L. Discovering the Soul of Service. New York: Free Press, 1999. Blanchard, Ken, Jim Ballard and Fred Finch. Customer Mania!: It's Never Too Late to Build a Customer-Focused Company. New York: Free Press, 2004. Dow, Roger and Susan Cook. Turned On: Eight Vital Insights to Energize Your People, Customers and Profits. New York: HarperCollins, 1996. Gallagher, Richard S. Soul of an Organization: Understanding the Values that Drive Successful Corporate Cultures. Chicago: Dearborn Trade Publishing, 2003. (Ithaca Guest of TC3) +Goldzimer, Linda Silverman. I’m First: Your Customer’s Message to You. New York: Macmillan Publishing Co., 1989. [HF5415.5 .G66 1989] Heil, Gary, Tom Parker and Rick Tate. Leadership and the Customer Revolution (The Messy, Unpredictable, and Inescapably Human Challenge of Making the Rhetoric of Change a Reality.) New York: Van Nostrand Reinhold, 1995. +Seybold, Patricia B. The Customer Revolution: How to Thrive When Customers Are in Control. Crown Publishing, 2001. [HD70.U5 S436 2001] Schmitt, Bernd H. Customer Experience Management: A Revolutionary Approach to Connecting with your Customers. New York: John Wiley & Sons, 2003. Treacy, Michael, Fred Wiersema and Frederick D. Wiersema. Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market. Perseus Publishing, 1996. Whiteley, Richard C. The Customer Driven Company: Moving from Talk to Action. Reading, MA: Addison-Wesley Publishing Co., 1991. Whiteley, Richard and Diane Hessan. Customer Centered Growth: Five Proven Strategies for Building Competitive Advantage. Reading, MA: Addison-Wesley Publishing Co., 1996. Books on CRM (Using Software to Develop Customer Relationships) Anton, Jon and Petouhoff, Natalie L. Customer Relationship Management: The Bottom Line to Optimizing Your ROI. Upper Saddle River: Prentice-Hall, 2002. Burnett, Ken. Handbook of Key Customer Relationship Management. Harlow: Pearson Education Limited, 2001. Cram, Tony. Customers that Count: How to Build Living Relationships with Your Most Valuable Customers. Harlow: Pearson Education Limited, 2001. Books about Online Customer Service +Banks, Drew and Kim Daus. Customer Community: Unleashing the Power of Your Customer Base. San Francisco: Jossey-Bass, 2002. [HF5415.5 .B363 2002] Seybold, Patricia B. Customers.com: How to Create a Profitable Business Strategy for the Internet and Beyond. New York: Random House, 1998. Zemke, Ron and Tom Connellan. E-Service: 24 Ways to Keep Your Customers When the Competition is Just a Click Away. New York: AMACOM, 2001. Books on Frontline Service Skills Gallagher, Richard S. Delivering Legendary Customer Service: Seven Steps to Success. Central Point, OR: The Oasis Press, 2000. George, Richard J. and John L. Stanton. Delight Me: The 10 Commandments of Customer Service. Atlantic City, NJ: Raphael Publishing, 1997. Books on Hospitality Industry Service Lawler, Edmund. Lessons in Service from Charlie Trotter. Berkeley: Ten Speed Press, 2001. Martin, William B. Providing Quality Service: What Every Hospitality Service Provider Needs to Know. Upper Saddle River: Prentice-Hall, 2003. Martin, William B. Quality Service: What Every Hospitality Manager Needs to Know. Upper Saddle River: Prentice-Hall, 2002. +Marvin, Bill. From Turnover to Teamwork: How to Build and Retain a Customer-Oriented Foodservice Staff. New York: John Wiley & sons, 1994. Books on Retaining Good Employees +Kaye, Beverly, and Sharon Jordan-Evans. Love ‘Em or Lose ‘Em: Getting Good People to Stay. San Francisco: Berrett-Koehler Publishers, 2002. [HF5549.5.R58 K39 2002] +Marvin, Bill. From Turnover to Teamwork: How to Build and Retain a Customer-Oriented Foodservice Staff. New York: John Wiley & Sons, 1994. Rosenbluth, Hal F. and Diane McFerrin Peters. The Customer Comes Second (And Other Secrets of Exceptional Service). New York: HarperBusiness, 2002. (Rosenbluth Travel) Books in the Best-Selling “Knock Your Socks Off” Series Anderson, Kristin and Ron Zemke. Delivering Knock Your Socks Off Service. New York: AMACOM, 1998. Bell, Chip R. and Ron Zemke. Managing Knock Your Socks Off Service. New York: AMACOM, 1992. Connellan, Thomas K. and Ron Zemke. Sustaining Knock Your Socks Off Service. New York: AMACOM, 1993. “Customer Service from A to Z” Type Books +Bailey, Keith and Karen Leland. Customer Service for Dummies. IDG Books Worldwide, 1995. [HF5415.5 .L45 1999] +Lash, Linda M. Complete Guide to Customer Service. New York: John Wiley & Sons, 1989. {HF5415.5 .L37 1989] “Book on Service in Small Businesses Albrecht, Steven. Service, Service, Service: The Growing Business’ Secret Weapon. Adams Media Corporation, 1994. Unique Books That Don’t Fit into the Above Categories +Barlow, Janelle and Claus Moeller. A Complaint is a Gift. San Francisco: Berrett-Koehler Publishers, 1996. +Barlow, Janelle and Claus Moeller. A Complaint is a Gift: Recovering Customer Loyalty When Things go Wrong. San Francisco: Berrett-Koehler Publishers, c2008. [HF5415.52 .B37 2008] +Blanchard, Kenneth H. and Sheldon Bowles. Raving Fans: A Revolutionary Approach to Customer Service. New York: William Morrow & Company, 1993. [HF5415.5 .B528 1993] Gitomer, Jeffrey H. Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know. Atlanta: Bard Press, 1998. +Glen, Peter. It's Not My Department: How to Get Exactly the Service You Want, Exactly the Way You Want It. New York: William Morrow and Company, 1990. [HF5415.5 .G55 1990] LeBoeuf, Michael. How to Win Customers and Keep Them for Life. New York: Berkley, 2000. Pine, B. Joseph II and James H. Gilmore. Experience Economy: Work is Theatre and Every Business a Stage. Boston: Harvard Business School Press, 1999. Last update: Friday, November 20, 2009
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