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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