Recommended Resources
Enhancing your customer service knowledge is a never-ending process. With that in mind, we offer the following short listing of books, magazines, web sites, and associations.
BOOKS
Albrecht, Karl, and Ron Zemke. Service America! Doing Business in the New Economy. Business One Irwin, 1985.
Alessandra, Tony, and Phil Hunsaker. Communicating at Work. Fireside, 1993.
Anderson, Kristin. Great Customer Service on the Telephone. AMACOM Books, 1992.
Anderson, Kristin, and Ron Zemke. Delivering Knock Your Socks Off Sewice, revised edition. AMACOM Books, 1998.
———Knock Your Socks Off Answers: Solving Customer Nightmares and Soothing Nightmare Customers. AMACOM Books, 1995.
———Tales of Knock Your Socks Off Service: Inspiring Stories ...
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