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
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) *