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Expert Answers to Biz Questions

Listen in! Pick up some expert advice to a reader's question that we selected from CyberSchmooz.

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The Biz Question

Does anyone know of any good books or magazines on customer service?

Thanks, Bev.

Answer from our Guest Expert Donna Hall of The Right Answer, Customer Service Consultants

You betcha! There's a smorgasbord of customer service recipes to help you cook up a healthy, high-fiber customer service attitude that will satisfy the taste buds of customers with even the most discriminating taste.

Quench your thirst for customer service knowledge with a few of my favorites, like this cool book:

Positively Outrageous Service. It's hard not to like the writing style of T. Scott Gross. All of his books are fun to read and they're full of facts on how to become a real service pro. Talk about a page turner, you'll have a hard time putting his books down, so get ready to hibernate and enjoy one of his informative books. Look for those random acts of good quality service that he's so fond of revealing. I've found them to be extremely helpful, and I'm a lot more contentious about performing good acts in service myself these days.

Also, feel free to take a bite out of some books by other service gourmets. For instance, there's Ms. Renee Evenso, who's written two helpful books that will give you the basic lessons on how to perform at your best, Customer Service 101, and for those interested in how to cook up the best practices for managing your service staff read, Customer Service 201.

Whatever your appetite requires, you can select from a hearty helping of Top Grade A customer service advice from a vast array of customer service chefs. If you're looking for a book with a variety of spicy tidbits from different capable cooks, try Best Practices In Customer Service . Each chapter is written by a different service guru. My service dish appears in Chapter 16, "Problem Solving Techniques for Telephone Reps." Check it out.

If you don't want to over stuff yourself on big book meals, you can nibble on tasty little convenient snacks through a monthly newsletter or magazine. I personally like to put my feet up and relax with a nice cup of hot tea while I read from my Call Center Magazine and my First Rate Customer Service Newsletter, edited by John McDonnell. Both are accessible via the NET.

No IQ test required; whether you're a beginner or an intermediate service pro, another good buy that's been a big-seller is, Customer Service for Dummies, by Keith Baily and Karen Leland. These folks have helped make it easy for the service impaired to skim their way to the top of the quality service club.

If you prefer your reading fare light-hearted, entertaining, bold but informative, get any of the above mentioned books.

Most, if not all, of these books, newsletter and magazines can be accessed via the Net. To get a catalog of books, cassettes, newsletters and video tapes, call 1-800-621-5463 or drop by Here's where you can get some more top-of-the-line training and motivational materials for your customer service and sales training needs. But if you prefer to see and feel your service tools before you buy, all of these previous mentioned books are available at your local bookstore too.

Good Book Hunting!


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