658.812 Z48d Zemke, Ron. New York, Penguin, 1990. Creating and Maintaining the Customer Service Edge . Minneapolis, Lakewood Books, 1989. Covers topics about listening and responding to the customer, defining a service strategy, creating a service culture, recognizing and rewarding accomplishment, training and empowering people, and overcoming customer disappointment.
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Winning from the Inside Out. Butterfield, Ronald W. Deming's 14 Points Applied to Service. To Serve a Customer Is to Touch a Life. Graessel, Bob and Zeidler, Pete. Using Quality Function Deployment to Improve Customer Service.