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Everyone has customers, and the most easily sustainable differentiator is customer service. Perhaps its time you got it better?

Jay Abraham

Getting Everything You Can Out Of All You've Got.
The author is referred to as ‘the greatest marketing expert alive today’ – and you can see why. He pithily explores the gaps between what we do and what we could do to transform practically any business, not just by a few percentage points but a whole order of magnitude. Although this about much more than customer service, it inevitably comes into the book. With example after example he demonstrates how simple techniques can make a huge difference to profits. From the obvious opportunities no one takes up (like giving existing customers who’ve stopped using you an incentive to come back) to the incredible possibilities of barter, Abraham has the business of making money sewn up. New 11 December 2001

Brian Clegg

 Capturing Customers' Hearts.
A very readable book on taking customer service to a new dimension that analyzes 12 components of charisma, the characteristics of a company and its products that make customers fall in love with it. With plenty of good and bad real world examples, there has never been more need for this sort of focus on superb customer service. New 12 September 2000 

 The Invisible Customer
 An increasing number of companies are providing service to invisible customers via the Web and call centres. But the new demands are failing to be met. Giving great customer service this way is an opportunity few companies of taken up. This book shows how it is possible. New 16 May 2000.

Michael Cusack

Online Customer Care.
A useful resource for any organization looking to set up a call centre or Web-based customer service. Not so strong on actually providing the customer service (see Capturing Customers' Hearts for general customer service and The Invisible Customer for the specifics of online and call centre quality service), but excellent on the systems and processes required.

David Freemantle

What Customers Like About You.
An excellent introduction to the emotional content of interacting with customers. Takes a strong organizational viewpoint on making customer contact staff aware of the impact of their actions and emotional communication on customers, and on giving customers an experience they can enjoy.

Mark Jenkins

The Customer Centered Strategy.
A practical guide for companies looking to structure and manage customer relations in a systematic manner. Won't tell you anything about giving better customer service (see Capturing Customers' Hearts), but very helpful if you need to systematize customer handling.

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