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Customer Management

Customer Management

Customers present unique challenges for many managers. Providing quality service, communicating well, and managing conflict are all important practices.


Quality Service

Books: Give'em the Pickle Author: Farrell, Bob
Coaching Knock Your Socks Off Service Author: Zemke, Rob

Customer Satisfaction is Worthless, Customer Loyalty is Priceless
Author: Gitomer, Jeffrey



Communication Skills

Articles: Skills to Becoming the Most Effective Listener *

Books: The Seven Habits of Highly Effective People *
Author: Covey, Stephen
Business English * Author: Geffner, Andrea B.
Essentials of Business Communication *
Author: Guffey, Mary Ellen
Get to the Point * Author: Danziger, Elizabeth

Recordings: The Seven Habits of Highly Effective People (6 CDs) *



Conflict Management

Articles: Workplace Conflict Resolution *

Podcasts: Calming Conflict *
Improve Your Political Skill *

*These resources are free of charge.

 

ACA
Comp2014
The Journey~ Embracing Inclusion
PMG
Lynda.com