Customer Service Recommended Reading

NOTE: The links are for CardCat URLs at Bracken Library:

Exceeding Customer Expectations: what Enterprise, America's #1 car rental company, can teach you about creating lifetime customers
Kirk, Kazanjian, New York : Currency Doubleday. 2007

Exceptional customer service 
Ford, Lisa, McNair, David and Perry, Bill. Adams Media Corporation, Holbrook, MA, 2001

How customers think: essential insights into the mind of the market
Zaltman, Gerald. Harvard Business School Press, 2003.

Small Giants: Companies That Choose to Be Great Instead of Big
Bo Burlingham. Portfolio Trade Publishers, 2007

Social Intelligence: The New Science of Success
Karl Albrecht. Jossey-Bass Inc. Publishers, San Francisco, CA 2006

Student Success in College: Creating Conditions That Matter
George D. Kuh; Jillian Kinzie; John H. Schuh; Elizabeth J. Whitt and Associates. Jossey-Bass Publishers, 2005

The Nordstrom Way
Spector, Robert & McCarthy, Patrick. John Wiley & Sons Publishing. New York, NY. 2000

The Milkshake Moment: Overcoming Stupid Systems, Pointless Policies and Muddled Management to Realize Real Growth
Steven S. Little. Hoboken, N.J. : John Wiley & Sons, 2008.

The Likeability Factor: How to Boost Your L-Factor and Achieve Your Life's Dreams 
Tim Sanders. Crown Publishers 2005

The Loyalty Advantage: Essential Steps To Energize Your Company, Your Customers, Your Brand 
AMACOM/American Management Association, 2005

The Loyalty Advantage: Essential Steps To Energize Your Company, Your Customers, Your Brand 
Bob Miglani. Hyperion Press. 2006