Publisher: © Key Associates, LLC, 2001 ISSN # 1545-8873
“Service to others is the rent you pay for your room here on earth.” — Muhammed Ali
“There is only one boss. The customer. And he can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else.” — Sam Walton, WalMart
Customer Service Training – the on-line headquarters of the Service Quality Institute. Ideas, tools and products to keep your customers, improve the morale of your employees and turn your company into a more productive organization.
Customer Focus – facilitator-led customer service training program for customer service representatives, including telephone call center, help desk, face-to-face, telemarketing, hospitality, technical, and internal service professionals.
CRM Films produces and distributes films and videos on customer service and sales training, and related topics.
Our firm, Key Associates, offers a one-day on-site course, Creating Customer-Mindedness.
The Customer Service (CS) Group provides newsletters, survey materials, and specialized products and services for customer service.
CS Week: How-to information, tips and inspiration from the hundreds of CS professionals who share their celebration successes.
Custom Answers: Web-based support tools. Knowledge base, online chat, and more.
Instant Service: Online Customer Service solutions, featuring chat, collaborative browsing, email management, FAQs and more.
The Call Center: For outsourcing a variety of customer support services like e-support, order taking, help desk, telemarketing, messaging.
Teleplaza: A subject-based, categorized directory structure for telesales and customer service resources on the Web. Training, consulting, software, etc.
Anderson, K. Great Customer Service on the Telephone. NYC: Amacon, 1992.
Anderson K. and Zemke, R. Delivering Knock Your Socks Off Service. NYC: Amacon, 1992.
Bell, Ship R. Customers as Partners: Building Relationships That Last. San Francisco: Berrett-Koehler, 1996.
Bell, Chip and Zemke, R. Managing Knock Your Socks Off Service. NYC: Amacon, 1998.
Bolton, R. People Skills. New York: Touchstone, 1979.
Cannie, J.K. with Caplin, D. Keeping Customers For Life. NYC: Amacon, 1991.
Connellan, T.K. and Zemke, R. Sustaining Knock Your Socks Off Service. NYC: Amacon, 1993.
Desatnik, Robert L. & Detzel, Denis H. Managing to Keep the Customer. San Francisco: Jossey-Bass, 1993.
Karr, Ron & Don Blohowiak. The Complete Idiot’s Guide to Great Customer Service. New York: Alpha Books/MacMillon, 1997.
Leebov., Wendy, Scott, Gail & Olsen, Lolma. Achieving Impressive Customer Service. Chicago: AHA Press, 1998.
Neuhauser, P.C. Tribal Warfare in Organizations: Turning Tribal Conflict into Negotiated Peace. New York: Ballinger Publishing Company, 1988.
Newman, John. Stay Cool, Calm, & Collected When the Pressure’s On. NYC: Amacon, 1992.
Roesch, Roberta. Smart Talk: The Art of Savvy Business Conversations. New York: Amacom, 1989.
Sanders, Betsy. Fabled Service. San Diego: Pfeiffer. 1995.
Skopec, Eric and Laree S. Kiely. Everything’s Negotiable … When You Know How To Play the Game. New York: Amacom, 1994.
It is easy to lose touch with your purpose when you are deprived of customer contact. Many leaders do rounds or work on the front line, to have direct customer contact and conversations. “What delighted you about our service?” “What was a disappointment to you?” “What do we need to do that we're not doing, to make this the ideal place for your business?” Imagine what would have to be true about your business to create Raving Fans: think this through with your colleagues. Use the ideas to craft a vision of impressive service.
copyright ©2012 by dr. m. k. key on behalf of key associates
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