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Revision as of 16:27, 17 January 2007
, 16:27, 17 January 2007books
== Books ==
== Books ==
=== Monitoring, Measuring & Managing Customer Service ===
:Author: Dr. Gary S. Goodman
:Published 2000, Jossey-Bass/John Wiley
:Available from [http://www.customersatisfaction.com/ Customersatisfaction.com] or through [http://www.amazon.com/dp/0787951390?tag=omnimediaguid-20&camp=0&creative=0&linkCode=as1&creativeASIN=0787951390&adid=1QAWXV5ATW1G6Q7BC67V& Amazon.com]
Excellence in customer service does not come about accidentally. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, as well as from a wealth of real-life episodes of first-class service, Gary Goodman provides readers with a system for building and sustaining great customer service.
Goodman spells out specific ways to foster such proactive behavior among your work force, along with practical methods that measure their effectiveness. His tips include detailed assessment procedures for employees, team leaders, and managers.
=== Please Don't Shoot The Messenger! ===
:Author: Dr. Gary S. Goodman
:Published: 2000, McGraw-Hill Contemporary Books
:Single copies available from through [http://www.amazon.com/dp/0809225204?tag=omnimediaguid-20&camp=0&creative=0&linkCode=as1&creativeASIN=0809225204&adid=0Y33TJED3DVC0T64GNNH& Amazon.com]
:For 25 or more copies, please contact us at [http://www.customersatisfaction.com/ Customersatisfaction.com]
Now you can talk to demanding bosses, clueless colleagues, tough customers, and difficult clients without losing your cool (or your job!).
The business world is filled with unsettling circumstances and thorny situations that often require a person to break bad news or express uncomfortable information to those who don't want to hear it. Maybe you're a manager and you need to discipline a subordinate. Perhaps you need to say "no" to a customer (but in a way that allows you to keep his/her business). How about asking your boss for a raise? Uncomfortable as they may be, these situations occur in just about any office, in just about any kind of business.
In Please Don't Shoot the Messenger! Dr. Gary Goodman arms you with helpful and practical communications skills you need in order to sail through sensitive business communication situations with customers and colleagues alike. In or out of the office, Please Don't Shoot the Messenger! Shows how to improve you communication skills in practically every possible challenging business situation. High spirited yet helpful, Please Don't Shoot the Messenger! is a must-have for business communication success.
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