Title Index |
||
Title |
Specifications |
|
Art of Software Support | Francoise Tourniaire and Richard Farrell, hardcover, 336 pages, 1997, $41.99 | |
Call Center Dictionary | Madeline Bodin & Keith Dawson, softcover, 350 pages, 1996, $19.95 | |
Call Center Handbook | Keith Dawson, softcover, 246 pages, 1998, $34.95 | |
Complete Help Desk Guide | Mary Lenz, softcover, 224 pages, 1996, $24.95 | |
Customer Satisfaction Measurement and Management | Earl Naumann & Kathleen Giel, hardcover, 457 pages, 1995, $40.75 | |
Customer Service for Dummies | Karen Leland & Keith Bailey, softcover, 346 pages, 1995, $19.99 | |
Customer Service On the Internet | Jim Sterne, softcover, 350 pages, 2000, $29.99 | |
Customer Service Over the Phone | Stephen Coscia, softcover, 128 pages, 1998, $14.95 | |
Delivering World-Class Technical Support | Kay Khandpur & Lori Laub, softcover, 322 pages, 1997, $55 | |
The Elements of Email Style | David Angell and Brent Heslop, softcover, 157 pages, 1994, $16.95 | |
Executive Report on Customer Satisfaction | Customer Service Group, newsletter, twice-monthly, 8 pages, $199, $229 overseas | |
Fair, Square, & Legal: Safe Hiring, Managing, and Firing Practices to Keep You Out of Court | Second Edition, Donald E. Weiss, hardcover, 358 pages, 1995, $24.95 | |
Fear of Firing | Richard S. Deems, Ph.D, softcover, 126 pages, $12.99 | |
Handbook of Customer Satisfaction Measurement | Nigel Hill, hardcover, 310 pages, 1996, $79.95 | |
Hiring: More Than a Gut Feeling | Richard S. Deems, Ph.D, softcover, 127 pages, $12.99 | |
How to Manage the I.T. Helpdesk | Noel Bruton, softcover, 220 pages, 1997, $47.95 | |
How to Measure Service Quality & Customer Satisfaction | Chuck Chakrapani, hardcover, 300 pages, 1998, $44.95 | |
Improving Your Measurement of Customer Satisfaction | Terry Vavra, hardcover, 490 pages, 1997, $39.95 | |
Listening to the Voice of the Customer | Jon Anton & Debra Perkins, 8-1/2" x 11" softcover, 152 pages, 1997, $39.95 | |
Managing the Customer Satisfaction Process | J. Stephen Sarazen, self-study course, 3-ring binder, two multiple choice tests, one CEU, $98 | |
Measuring Customer Satisfaction: Survey Design and Use of Questionnaires | Bob E. Hayes, hardcover, 278 pages, 1997, $35 | |
Online Customer Care | Michael Cusack, hardcover, 265 pages, 1998, $42 | |
Powerful Performance Appraisals | Charles M. Cadwell, softcover, 127 pages, $12.99 | |
Running an Effective Help Desk | Barbara Czegel, softcover, 434 pages, 1998, $50 |
The Resource Center for Customer Service Professionals
PO Box 401, Western Springs, IL 60558
Tel: (708) 246-0320 Fax: (708) 246-0251
Copyright © 1997-2003 Resource Center for Customer Service
Professionals. All rights reserved.
Last modified January 3, 2003