Service Quality Improvement Bookstore

Online Customer Care:  Strategies for Call Center Excellence by Michael Cusack

301 Great Customer Service Ideas:  From America's Most Innovative Small Companies (301 Series) by Nancy Artz (Editor)

Leadership and the Customer Revolution by Gary Heil, Rick Tate

Nuts! : Southwest Airlines' Crazy Recipe for Business and Personal Success by Kevin Freiberg, Jackie Freiberg
Moments of Truth by Jan Carlzon, Tom Peters

The Loyalty Effect : The Hidden Force Behind Growth, Profits, and Lasting Value by Frederick F. Reichheld, Thomas Teal

Positively Outrageous Service by T. Scott Gross

Outrageous!   Unforgettable Service...Guilt Free Selling by T. Scott Gross

The Nordstrom Way : The Inside Story of America's # 1
Customer Service Company by Robert Spector, Patrick D. McCarthy (Contributor)

Customers As Partners : Building Relationships That Last
by Chip R. Bell

Tales of Knock Your Socks Off Service : Inspiring Stories of Outstanding Customer Service (Knock Your Socks Off Series)
by Kristin Anderson, Ron Zemke

Customer Connections by Robert E. Wayland and Paul M. Cole

Discovering the Soul of Service:  The Nine Drivers of Sustainable Business Solutions by Leonard L. Berry

Call Center Management on Fast Forward:  Succeeding in Today's Dynamic Inbound Environment by Brad Cleveland, Julia Mayben