Help Desk Books
Call Center Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Motivation & Compensation
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Seminars

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Catalog Index

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Books, Seminars, and Training Programs for Customer Service Professionals

Get the entire set of 10 books (everything in this catalog)
for just $219.

The "Customer Service Communications Skills Library"

10 desktop references with tips and lessons on how to handle every customer service situation imaginable with ease and finesse.
10 softcovers, $219

To learn about each book, read the write-ups below or click on the book covers for more information and tables of contents

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Seminars

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Customer Communication and Negotiation Skills , 3-day training seminar

This training seminar is for professionals that need to communicate well with a range of supervisors, end-users on the front-line and in the executive suite, as well as other internal and external clients. Includes practice sessions. For details,

Customer Care and Call Handling Skills, 1 or 2-day training seminar (In-house Delivery)

This training course is designed to equip call center and help desk professionals the essential skills, competencies, confidence and practice to build customer relationships, create a positive business image, recognize customers' demands, and adapt strategies to meet those needs through use of world-class customer care and call handling techniques. For details,

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Books

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A Career for the 21st Century: A Handbook for Call Center Agents, by Clifford Hurst, softcover, 73 pages, 2000, $12.95

Here's a nice primer for new call center agents, and a good review of call center basics and terminology for current employees migrating over to the call center.  A very quick read, this little book makes a nice welcome gift in new employee's package of materials.

Regrettably mistitled, this book is actually an excellent guide and self-study manual for call center representatives.  Excellent material for those who seek to excel in a customer service career.

This book is about the Customer Service Representative (CSR) job and the strategic role played by CSRs in providing quality customer service.  The book focuses on what makes a good customer service rep, and the skills and knowledge you will need to succeed.  Examples are presented throughout to demonstrate how the service skills are applied in different situations ,and there is a core section called The Workshop which shows how to identify and develop eleven key customer satisfaction skills.

This book takes you through the various topics, issues, and concerns that arise in a CSR's interactions with customers.  The chapters are organized to make it easy to get practical help right away when dealing with daily dilemmas and challenges you face on the front lines.  Click on the book cover to take a look at the detailed agenda and see what we mean.

This book presents important customer service skills in a self-help workbook format.  For each skill studied, readers learn several "points to remember" for different customer service situations. Tools and exercises will help you to rate yourself, evaluate service examples, and test new knowledge.  A good, brief self-study guide you can easily finish.

This book is a concise guide filled with pearls of wisdom on delivery of phone-based service in stressful, difficult, and antagonistic situations.  Required reading for each and every front-line representative. Include a copy with your staff orientation materials.

Delivering Legendary Customer Service, Seven Steps to Success is your guide to creating the same great service experience as the world's customer service leaders, every single day, one day at a time.

At many help desks, training is on-the-job and in the trenches where you earn your stripes and your battle scars.  In other words, learning the hard way.  With this book, any help desk rep can skip the pain.  Authors Anderson and Zemke have already packaged the perfect answer for every nightmarish question.  So, be kind to yourself and your reps -- make sure everyone has a copy of Knock Your Socks Off Answers.

Are you guilty of e-mail "trigger finger"? Do you constantly "cc" people you never even see?  What are today's rules for conducting business over the Internet?  E-Writing is the ultimate writing guide for the digital age.

Being a successful help desk analyst no longer means possessing only a solid technical background. You must also master soft- and self- management skills such as active listening, effective communication, problem-solving, stress management, team building, and more. This book can be used by tech reps or by mentors training others.

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Certification

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Click here for details,
agenda, dates & locations

Learn about the help desk profession, the help desk's role in your organization, and just about everything on how to successfully communicate with callers. With a focus on communication skills, this seminar is perfect for new help desk professionals, experienced reps and entire help desk teams.  For a full agenda, dates and locations, and to register online, .