2020

2:00 minutes to success.

Melbourne, Victoria : Seven Dimensions, 2020

 

2013

5 star service : how to deliver exceptional customer service

Heppell, Michael, author.
Second edition
Harlow, United Kingdom ; New York : Pearson Education, 2013

 

2009

Achieving sustainable service improvement in contact centers

Donovan, Jonathan (Managing Director, Townhouse Consulting Ltd., UK)



 

2000

After the sale : how to manage product service for customer satisfaction and profit

Patton, Joseph D.

New York : Solomon Press, 2000

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2009

From agent to expert : the future of the contact center advisor

Millard, Nicola, (Customer Experience Futurologist, British Telecommunications PLC., UK)

London : Henry Stewart Talks, 2009

 

2020

Airline overbooking : customer (dis)satisfaction and communication challenges

Zizka, Laura, author

London : SAGE Publications: SAGE Business Cases Originals, 2020

 

2023

Analyzing how a small customer-focused team changed how an entire public company treated customers

Essama Babissakana, Georges, author

London : SAGE Publications: SAGE Business Cases Originals, 2023

 

2015

The antecedents of health professionals' service recovery performance

Abass, Ghassan, author

2015

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1994

Auditing your customer service : the foundation for success

Leppard, John.

London ; New York : Routledge, 1994

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2005

Best face forward : why companies must improve their service interfaces with customers

Rayport, Jeffrey F.

Boston, MA : Harvard Business School Press, [2005]

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1999

The big book of customer service training games : quick, fun activities for training customer service reps, salespeople, and anyone else who deals with customers

Carlaw, Peggy.

New York : McGraw-Hill, [1999]

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1993

Building customer loyalty

Linton, Ian.

London : Pitman Publishing [in assoc. with] The Institute of Management, 1993

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2007

Business to consumer eCommerce : implications for employee management

Blount, Yvette Maree

[Place of publication not identified] : [publisher not identified], 2007

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2013

Celebrity Apprentice Australia: Series 3 - Ep 1 of 9

Australia : NINE, 2013

 

2017

The Checkout: April 20, 2017

Australia : ABC, 2017

 

2013

The Checkout: Series 1 - Ep 2 of 10

Australia : ABC1, 2013

 

2013

The Checkout: Series 1 - Ep 3 of 10

Australia : ABC1, 2013

 

2013

The Checkout: Series 1 - Ep 5 of 10

Australia : ABC1, 2013

 

2014

The Checkout: Series 2 - Ep 1 of 16

Australia : ABC1, 2014

 

2015

The Checkout: Series 3 - Ep 11 of 16

Australia : ABC, 2015

 

2015

The Checkout: Series 3 - Ep 12 of 16

Australia : ABC, 2015

 

2015

The Checkout: Series 3 - Ep 13 of 16

Australia : ABC, 2015

 

2016

The Checkout: Series 4 - Ep 4 of 6

Australia : ABC, 2016

 

2017

The Checkout: Snack Size: Complaining 101

Australia : ABC, 2017

 

2017

CIOs and the future of IT : it's time for CIOs to take charge of both back-office and business technology, leading with a customer-driven mindset

Colony, George F., author

[Cambridge, Massachusetts] : MIT Sloan Management Review, [2017]

 

2003

Competing in a service economy : how to create a competitive advantage through service development and innovation

Gustafsson, Anders, 1964-
First edition
San Francisco : Jossey-Bass, [2003]

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2009

Competitive contact in the future

Grig, Rufus (Managing Director, Callmedia, UK)



 

1997

Contemporary services marketing management : a reader

London : Dryden, [1997]

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2024

Customer centric support services in the digital age : the next frontier of competitive advantage

Cham : Palgrave Macmillan, [2024]

 

2004

Customer-driven services management

Balachandran, S., 1932-
2nd ed


 

1979

Customer service and distribution strategy

Christopher, Martin.

London : Associated Business Press, 1979

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2020

Customer service management in Africa : a strategic and operational perspective

New York, NY : Routledge, 2020

 

2012

Customer service management training 101 : quick and easy techniques that get great results

Evenson, Renee, 1951-



 

2012

Customer service management training 101 : quick and easy techniques that get great results

Evenson, Renee, 1951-



 

2015

Customer service training

Delvin, Kimberly, author

Alexandria, VA : ATD Press, [2015]

 

2017

Dal CRM al social CRM : Nuove tecnologie per la gestione della relazione con il cliente

Chierici, Roberto



 

2009

Delivering public service : turning public service into customer service

Smith, Pauline (Head of Contact Centre Operations, Nottinghamshire Police, UK)



 

2013

Demand-driven inventory optimization and replenishment : creating a more efficient supply chain

Davis, Robert A., 1947-

Hoboken, New Jersey : Wiley, [2013]

 

2016

Demand-driven inventory optimization and replenishment : creating a more efficient supply chain

Davis, Robert A., 1947- author.
2nd edition
Hoboken, New Jersey : John Wiley & Sons, [2016]

 

2003

Developing new services : incorporating the voice of the customer into strategic service development

Fisher, Caroline M., 1947-

Milwaukee, Wis. : ASQ Quality Press, 2003

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2012

Dienen und leisten - Welcome to Service Science : eine Kompendium für Studium und Praxis

Hofstetter, Helmut



 

2022

Digital technology in service encounters : effects on frontline employees and customer responses

Christ-Brendemühl, Sonja



 

2009

Don't ask customers what they want, ask your staff

Kirkby, Jennifer (Director, White Waves, UK)



 

2009

The dynamics of the hotel customer

Carvell, Pamela, (Principal Consultant, Pampas and Chairman, Hotel Marketing Association, UK)

London : Henry Stewart Talks, 2009

 

2015

Einführung in das Marketing am Beispiel eines Personaldienstleistungsunternehmens : Ein Lehr- und Arbeitsbuch mit mehr als 80 Aufgaben und Lösungen

Wettach, Sven



 

2009

Emotions on the telephone

Mckay, Cilla (Managing Director, Connections (Oxford) Ltd., UK)



 

2009

Employee engagement

Donovan, Jonathan (Managing Director, Townhouse Consulting Ltd., UK)



 

1997

Empowering service excellence : beyond the quick fix

Lashley, Conrad.

London ; Herndon, VA : Cassell, [1997]

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2001

Empowerment : HR strategies for service excellence

Lashley, Conrad.



 

2009

Engaging employees through high involvement work practices

Konrad, Alison M.