Additional Resources
BOOKS AND PERIODICAL ARTICLES
Anderson, K., Great Customer Service on the Telephone, AMACOM, New York, 1992.
Anderson, K., and Zemke, R., Knock Your Socks off Answers: Solving Customer Nightmares & Soothing Nightmare Customers, AMACOM, New York, 1995.
Carr, C., Front-line Customer Service: 15 Keys to Customer Satisfaction, John Wiley & Sons, New York, 1990.
Cleveland, B., and Mayben, J., Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Inbound Environment, Call Center Press, Annapolis, MD, 1997.
Coscia, S., Customer Service Over the Phone, Telecom Books, New York, 1998.
Coscia, S., TELE-Stress: Relief for Call Center Stress, Telecom Books, New York, 1998.
Cusack, M., Online Customer Care: Applying Today’s ...
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