Barlow, J. & Moller, C. (1996). A Complaint is a Gift. Berret-Koehler: California.

Carlaw, P. & Deming, V. (1999). The Big Book of Customer Service Training Games. McGraw Hill: New York.

Carlzon, J. (1989). Moments of Truth. Harper Collins: USA.

Cartright, R. & Green, G. (1997). In Charge of Customer Satisfaction. Blackwells: UK.

Cook, S. (2000). Customer Care. Kogan Page: London.

DeVrye, C. (2000). Good Service is Good Business: 7 Simple Strategies for Success. Pearson Education: Australia.

Djulius, J. (2003). Secret Service: Hidden Systems that Deliver Unforgettable Customer Service. Amacom: America.

Finch, L. (1994). Twenty Ways to Improve Customer Service. Crisp: USA.

Fournies, F. (1994). Why Customers Don't Do What You Want them to and What to do About it. McGraw Hill: USA.

Gober, M. (1999). The Art of Giving Quality Service. Gober and Associates: New York.

Griffiths, A. (2002). 101 Ways to Really Satisfy Your Customers. Allen & Unwin: Australia.

Harps, L. (1993). Motivating Customer Service Employees. The Customer Service Group: USA.

Hash, S. (1997). Guide to Customer Service Teams. The Customer Service Group: USA.

Lennon, G. (2001). High Powered Customer Service Training Activities. Business and Publishing: Australia.

Maister, D. (1997). True Professionalism. Touchstone: New York.

McNamara, J. (1983). Public Relations Handbook: For Clubs and Associations. Promac: Australia.

Sanders, B. (1995). Fables Service: Ordinary Acts, Extraordinary Outcomes. Jossey-Bass: USA.

Shaw, C. & Ivens, J. (2002). Building Great Customer Experiences. McMillan: Hampshire.

Timm, P. (2001). Customer Service. Prentice Hall: USA.

Tschohl, J. (1991). Achieving Excellence Through Customer Service. Prentice Hall: New Jersey.

Vitale, J. (1998). There's a Customer Borm Every Minute. Amacom: USA.



In addition to printed material, other Customer Service Resources include:

Videos
Customer Service
Dealing with Difficult People
Handling Complaints
Smile! You're on Reception
The Secret Service Awards
The Spirit of Service

Audio Cassettes
Coping and Dealing with Difficult People

Training Material
Dealing with Difficult Customers
The Customer Care Pack