Recommended Resource List:
Customer Service

Materials indicated by call numbers may be found on site using the State Library's Online Catalog. All other sources may be acquired using the State Library's Interlibrary Loan Services. To request materials, state government employees should use the Kentucky Government Employee Materials Request form. To apply for a library card, State Government Employees should complete the online application.

• Audiobooks
  • Blanchard, Kenneth H. Customer Mania! New York: Simon & Schuster Audio, 2004. Call number: SR CD 658.812 Blan
  • Yokoyama, John. When Fish Fly: [Lessons for Creating a Vital and Energized Workplace from the World Famous Pike Place Fish Market]. Santa Ana, CA: Books on Tape, 2004. Call number: SR CD 658.314 Yoko
• Books
  • Anton, Jon. Integrating People with Process and Technology: "Gaining Employee Acceptance of Technology Initiatives." Santa Maria, CA: Anton Press, 2003. Call number: 658.406 Anto
  • Bacal, Robert. Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation. New York: McGraw-Hill, 2005. Call number: 658.812 Baca
  • Be Our Guest: Perfecting the Art of Customer Service. New York: Disney Editions, 2003. Call number: 658.812 Be
  • Blacharski, Dan. Superior Customer Service: How to Keep Customers Racing Back to Your Business--Time-tested Examples from Leading Companies. Ocala, FL: Atlantic Pub. Group, 2006. Call number: 658.812 Blac
  • Carbone, Lewis P. Clued In: How to Keep Customers Coming Back Again and Again. Upper Saddle River, NJ: FT Prentice Hall, 2004. Call number: 658.812 Carb
  • Carlaw, Peggy. The Big Book of Customer Service Training Games: Quick, Fun Activities for Training Customer Service Reps, Salespeople, and Anyone Else Who Deals with Customers. New York: McGraw-Hill, 1999. Call number: 658.812 Carl
  • The Cluetrain Manifesto: The End of Business as Usual. Cambridge, MA: Perseus Books, 2000. Call number: 303.4833 Clue
  • Colombo, George. Killer Customer Care: How to Provide Five Star Customer Service That Will Double and Triple Your Profits. [Irvine, CA]: Entrpreneur Press, 2003. Call number: 658.812 Colo
  • Customer Service & Professionalism for Women. Madison, WI: Goblin Fern Press, 2006. Call number: 650.1082 East
  • Dawson, Keith. The Call Center Handbook: [the Complete Guide to Starting, Running and Improving Your Call Center]. 5th ed. San Francisco: CMP Books, 2004. Call number: 338.4738464068 Daws
  • Decker, Dru Scott. Customer Satisfaction: Practical Tools for Building Important Relationships. 3rd ed. Menlo Park, CA: Crisp Learning, 2000. Call number: 658.812 Deck
  • Delivering Knock Your Socks Off Service. 4th ed. New York: AMACOM, 2007. Call number: 658.812 Deli  
  • Doane, Darryl S. 50 Activities for Achieving Excellent Customer Service. Amherst, MA: HRD Press, 2003. Call number: 658.812 Doan
  • Dyche, Jill. The CRM Handbook: A Business Guide to Customer Relationship Management. Boston: Addison Wesley, 2002. Call number: 658.812 Dych
  • Farrell, Robert E. Give 'Em the Pickle -- and They'll Be Back!: An Absolutely Certain Way to Build Your Business and Live a Happier Life. Portland, OR: Farrell's Pickle Production, [2002]. Call number: 658.812 Farr
  • Finch, Lloyd C. Call Center Success: Essential Skills for CSRs. Boston: Course Technology, 2000. Call number: 658.812 Finc
  • Finch, Lloyd C. Telephone Courtesy & Customer Service. Los Altos, CA: Crisp Publications, 2000. Call number: 658.812 Finc
  • Fish! Tales: Real-life Stories to Help You Transform Your Workplace and Your Life. New York: Hyperion, 2002. Call number: 658.314 Fish
  • Freemantle, David. The Buzz: 50 Little Things That Make a Big Difference to Delivering World-Class Customer Service. London; Boston: Nicholas Brealey Pub., 2004. Call number: 658.812 Free
  • Friedman, Nancy J. Telephone Skills from A to Z: The Telephone Doctor Phone Book. Menlo Park, CA: Crisp Learning, 2000. Call number: 651.73 Frie
  • Gee, Val. The Customer Service Training Tool Kit : 60 Activities for Delivering Super Service to Customers. New York: McGraw-Hill, 2000. Call number: 658.812 Gee
  • Greenberg, Paul. CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time. New York: Osborne/McGraw-Hill, 2001. Call number: 658.812 Gree
  • Gross, T. Scott. Why Service Stinks -- and Exactly What to Do About It! Chicago: Dearborn Trade Pub., 2004. Call number: 658.812 Gros
  • Haberer, JoAnn B. Customer Service in the Information Age: A Common Sense Approach to High-tech Help. Boston: Course Technology, 2004. Call number: 658.812 Habe
  • Lundin, Stephen C. Fish!: A Remarkable Way to Boost Morale and Improve Results. New York: Hyperion, 2000. Call number: 658.314 Lund
  • Martin, William B. Quality Customer Service : How To Win With the Customer. Menlo Park. CA: Crisp Learning, 2001. Call number: 658.812 Mart
  • Meyer, Danny. Setting the Table: The Transforming Power of Hospitality in Business. New York: HarperCollins Publishers, 2006.Call number: 647.95068 Meye
  • Morgan, Rebecca L. Calming Upset Customers: Staying Effective During Unpleasant Situations. Boston: Course Technology, 2003. Call number: 658.812 Morg
  • Poisant, Jim. Creating and Sustaining a Superior Customer Service Organization: A Book About Taking Care of the People Who Take Care of the Customers. Westport, CT: Quorum Books, 2002. Call number: 658.812 Pois
  • Swift, Ronald S. Accelerating Customer Relationships: Using CRM and Relationship Technologies. Upper Saddle River, NJ: Prentice Hall PTR, 2001. Call number: 658.812 Swif
  • The Ultimate CRM Handbook: Strategies and Concepts for Buidling Enduring Customer Loyalty and Profitability. New York: McGraw-Hill, 2003. Call number: 658.812 Ulti
  • What Managers Say, What Employees Hear: Connecting with Your Front Line (So They'll Connect with Customers). Westport, CT: Praeger Publishers, 2006. Call number: 658.45 What
  • Zemke, Ron and Tom Connellan. E-service: 24 Ways to Keep Your Customers - When the Competition Is Just a Click Away. New York: AMACOM, 2001. Call number: 658.81202854678 Zemk
• Periodicals

  State agency employees may request access information for periodicals by emailing Ask a Librarian or by calling the State Library Reference Desk at (502) 564-8300, ext. 342 or toll free at (800) 928-7000, ext. 342. All other users should contact their local public library to request articles via Interlibrary Loan.

  • Alford, John. "Defining the Client in the Public Sector: A Social-exchange Perspective." Public Administration Review, May-June 2002 v62 i3 p337.
  • Beck, Todd, et. al. "The Four Keys to Customer Loyalty," The Catalyst, Spring 2006, v35, i1 p17.
  • Burge, Joan.  ”Telephone Safety Protocol for Today.”  The National Public Accountant, June 2002, pg 352. 
  • Sykes, Claire. "Telephone Tact." OfficeSolutions, Oct 2001 v18 i9 p50.
• Videos
  • Basic Basic Telephone Skills. 18 min. Telephone Doctor, 1992. Videocassette. Call number: VC 651.73 Basi
  • But I Don't Have Customers. 21 min. American Media, 1994. Videocassette. Call number: VC 650.13 But/VC4385
  • Determining Caller Needs. 22 min. Telephone Doctor, 1994. Videocassette. Call number: VC 651.73 Dete
  • Five Forbidden Phrases. 18 min. Telephone Doctor, 1995. DVD. Call number: VC DV 651.73 Five
  • From Curt to Courteous: Business Friendly Program. 23 min. Telephone Doctor, 1999. DVD. Call number: VC Dv 651.73 From
  • How to Handle the Irate, Angry, Rude, and Sometimes Abrasive Caller. 11 min. Telephone Doctor, 1997. DVD. Call number: VC DV 651.73 How
  • How to Treat Every Caller as a Welcome Guest. 10 min. Telephone Doctor, 1997. DVD. Call number: VC DV 651.73 How
  • In Search of Excellence. 88 min. Eterprise, 1985. Videocassette. Call number: VC 658 In/VC2991
  • Just Incredible! A Customer Service Story. 17 min. American Media, 1997. Videocassette. Call number: VC 658.812 Just/VC5449
  • Manners at Work: Etiquette in the Workplace. 20 min. Film Ideas, 2006. DVD. Call number: VC DV 395.52 Mann
  • Quality Service in the Public Sector. 24 min. American Media, 1993. Videocassette. Call number: VC 658.812 Qual/VC7396
  • So Help Me (employee edition). 16 min. Los Angeles: Video Visions, 2005. DVD. Call number: VC DV 658.812 So
  • So Help Me (supervisor edition). 18 min. Los Angeles: Video Visions, 2005. DVD. Call number: VC DV 658.812 So
• Websites
  • http://www.sba.gov/managing/marketing/customer.html
    Customer Service is provided by the small Business Administration. Tips include the Golden Rules of Customer Service and Five Rules of Customer Care. Last accessed on July 25, 2006.
  • http://www.managementhelp.org/customer/service.htm
    Customer Service offers information on different aspects of the topic: creating a favorable impression; customer focus; and getting customer feedback. This information was compiled by Carter McNamara for The Management Assistance Program for Nonprofits (St. Paul, MN). Last accessed on April 1, 2004.
  • http://www.managementhelp.org/commskls/listen/listen.htm
    Interpersonal Listening Skills of the Free Management Library offers information on listening skills. This information is assembled by Carter McNamara PhD for the Management Assistance Program for Nonprofits (St. Paul, MN). Last accessed on April 1, 2004.