Customer Management

Customer Management

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

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) *

Articles: Workplace Conflict Resolution *

Podcasts: Calming Conflict *
Improve Your Political Skill *