Monroe Community College - State University of New York


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Customer Service Committee Bibliography


 

Arthur, Gwen. “Customer-Service Training in Academic Libraries.”
Journal of Academic Librarianship Volume 20, Number 4 (1994): p219-222.

Austin, Jan. “The Top 10 Ways to Market Yourself Without Turning People Off.”
Coachville Coach Training Resource Center Homepage. 25 March 2002 <http://www.topten.org/public/AF/AF52.html >

Barefoot, Jo Ann. “Privacy’s Human Shield.”
Banking Strategies July 2001 v77 i4 p42.

Beck, John D.W. and Yeager, Neil M. “How to Prevent Teams from Failing.”
Quality Progress March 1996: p27-31.

Beenstock, Sue. “Ninety-five percent of this man’s staff say they love working for him. What’s his secret?” Management Today April 1998.

Billington, Jim. “Customer-Driven Innovation.”
Harvard Management Update 07-01-1998.

Birnbaum-Gerber, Nancy. “The Top Ten Ways to Use Mistakes as Stepping Stones to Success.” Coachville Training Center Homepage 25 March 2002. <http://www.topten.org/public/BD/BD106.html>

Brewer, Julie. “Service Management: How to Plan for It Rather Than Hope for It.”
Library Administration & Management Association Vol. 9 Number 4: p207-210.

Bries, Kathy. “Check it Out/Get it Back…Or Else.”
Colorado Libraries Spring 1996: p22-24.

Burlington County College. “A Quality Improvement Customer Service Process and CSS [Customer Service System].”
Burlington County College Employee Development Series, Volumes I & II
ERIC Document #ED374839.1994.

Burrill, Dwight A.; Leff, Benay C. “QUEST [and] YESS: Versatile Survey Instruments for Evaluating Customer Service and the Campus Environment”
ERIC Document #ED351060. 1992.

Carter, Jennifer K. “Applying Customer Service Strategies to Career Services.”
Journal of Career Development Vol. 22(2) (Winter 1995): p109-116.

Chaffee, Ellen Earle. “Listening to the People We Serve.” The Responsive University: Restructuring for High Performance William Tierney, ed.
Baltimore: John Hopkins University Press. 1999: p13-37

Champoux, Tom. “The 7 Principles of Transformation” Effectiveness Institute, Inc. Homepage. 2 May 2000 <http://www.effectivenessinstitute.com>

Cheser, Raymond. “When Teams Go to War Against Each Other!”
Quality Progress June 1999: p25-28.

Chitwood, James P. “Sensitizing Community College Personnel Through Customer Service Training.” ERIC Document #ED391547. 1996

Clements, Christine. “The Two Faces of Leadership: considering the dark side of leader-follower dynamics” Journal of Workplace Learning Vol. 11(5) 1999: p170-175.

Cooper, Evan. “Are You in the Listening Zone? Most times it’s not what you say that makes the sale – it’s how you listen.” On Wall Street 07-01-2001.

Currid, Cheryl. “Treating Your Customers with Respect Is the Key to Success.”
InfoWorld May 25, 1992 v14 n21: p55. 20 March 2002 from Gale Group database (Article A12197828) LeRoy V. Good Library, Rochester, NY. <http://web7.infotrac.galegroup.com>

“Customer Disservice: the Key to Good Hospitality is Honesty.” Nation’s Restaurant News. Jan. 15, 1996 v.30 n.3: p23.

The Effectiveness Institute. “5 Bold Strategies for Transforming Your Organization”
April 18, 2000 <http://effectivenessinstitute.com/heart/5bold.html>

The Effectiveness Institute. “The 7 Principles of Transformation”
April 18, 2000 <http://effectivenessinstitute.com/heart/seven.html>

The Effectiveness Institute. “The Challenge of Competitive Advantage”
April 18, 2000 <http://effectivenessinstitute.com/heart/chlnge.html>

“E-Mail Ettiquette” Instructional Technology Homepage 14 March 2002 <http://eaglelink.sas.edu.sg/technology/email_ettiquette.html>

Emerson, Kathy. “How to Win Customers and Influence Sales Associates.”
WWD August 8, 1995, Vol. 170 (25).

Farmer, Jim. “Customer Service Grows Up in the Circulation Setting.”
Colorado Libraries Spring 1996:16-18.


Faucette, Sidney L. “Walk a Mile in my Moccasins, or Why Customer Service is Important.” The School Administrator Vol. 50 (November 1993): p32.

Fitzpatrick, Bill. “The Tables Are Turning – MBA Degrees Are Hot!”
Hispanic Times Magazine 08-18-1997.

Flanagan, Pat. “Exploring New Service Models: Can Consolidating Public Service Points Improve Response to Customer Needs?”
Journal of Academic Librarianship vol. 26(5), Sept. 2000: p329-338.

Fossland, Joeann. “The Top Ten Ways to Feel Confident about Public Speaking.” Coachville Coach Training Resource Center Homepage. 25 March 2002. <http://www.topten.org/public/AU/AU2.html>

Franklin, Hardy. “Customer Service: the Heart of a Library.”
College and Research Library News Feb. 1994 vol. 55 (2): p63.

Ganzel, Rebecca. “Customer Service is Getting Worse?”
Lexis-Nexis Academic Universe Document IAC-ACC-NO 21001435 July 1998.
30 September, 1998 from <http://web.lexis-nexis.com/universe>

Ganzel, Rebecca. “Go Ahead. Make Me Learn.”
Lexis-Nexis Academic Universe Document. IAC-ACC-NO 21077025 August 1998 30 September, 1998 from <http://web.lexis-nexis.com/universe>

Goleski, Elaine. “Learning to Say “Yes” A Customer Service Program for Library Staff” Library Administration & Management Vol. 9, Number 4 (Fall 1995): 211-215.

Gordon, Jan. “The Top Ten Ways to Communicate Powerfully!”
Coachville Coach Training Resource Center Homepage. 25 March 2002.
<http://www.topten.org/public/AR/AR74.html>

Graham, John R. “Customer Concerns.”
Computer Dealer News 11-17-1997.

Haggin, Jeff and Kartomten, Bjorn. “Show Your Customers Respect!”
Catalog Age Oct 1992 v9 (10): p91-2.

Hayes, L. Susan. “Maintaining Momentum in a Quality Improvement Process.”
Library Administration & Management Volume 9, Number 4 (Fall 1995): 216-218.

Hearn, Wendy. “The Top Ten Secrets to a Stress-Free Personal Life.”
Coachville Coach Training Resource Center Homepage 25 March 2002.
<http://www.topten.org/public/BI/BI96.html >

Hertneky, Paul B. “You and Your Boss.”
Restaurant Hospitality 08-01-1996.

Hotch, Ripley. “Treat Customers with Respect.”
Nation’s Business Nov 1988 vol.76 (11): p30.

Hyken, Shep. “First-Rate Customer Service: Benchmark Your Way to Success.”
Economics Press, Inc. 1998. 29 September, 1998 from<http://www.epinc.com/electron/frcssamp.htm#better_service>

“Illusion of Satisfaction.” Customer Intimacy 01-01-1999 from Electric Library Database LeRoy V. Good Library, Rochester, NY. <http://www.elibrary.com/s/edumark>

Johnson, Cynthia G. “Knock-Your-Socks-Off Service.” Nursing Management
Vol. 30, 07-01-1999, pp16-20.

Jones, Thomas O. and Sasser, W. Earl Jr. “Why Satisfied Customers Defect.” Harvard Business Review 11-01-1995: pp88.

Kagan, Jeff. “Treat Customers With Respect Or Lose Them.” Newsbytes 28 Nov. 2001 <http://www.web7.infotrac.galegroup.com >

Leonard, Thomas J. “The Top Ten Things to Say/Do So That The Other Person
Feels Heard.” Coachville Coach Training Resource Center Homepage 25 March 2002 <http://www.topten.org/public/BN/BN28.html>

Lisker, Peter. “The ties that bind: creating great customer service.” Public Libraries v. 39 n. 4 (July/Aug 2000), p. 190-2 from OCLC FirstSearch database LeRoy V. Good Library, Rochester, NY. <http://FirstSearch.oclc.org>

Meyers, Susan Laccetti. “Loyal Employees Reap Benefits Author Outlines Rewards Conferred by Stock Market.” The Atlanta Journal and Constitution 11-29-2001 from Electric Library Database LeRoy V. Good Library, Rochester, NY. <http://elibrary.com/s/edumark>

Milner, Eileen. “The Future’s bright, the Future’s Call Centres.”
The Library Association Record 99(2) (February 1997): 90-91

Myers, Gerry. “Mutual Respect.” American Demographics April 1997 v19 n4 p20(4) from Gale Group database LeRoy V. Good Library, Rochester, NY. <http://web7.infotrac.galegroup.com >

Myers, Gerry. “Respect Keeps Customers Coming Back.” Supermarket Business May 1997 v52 n5, p. 163(2) from Gale Group database LeRoy V. Good Library, Rochester, NY. <http://web7.infotrac.galegroup.com>


O’Malley, Sharon. “Student Services With a Smile.” Community College Journal Dec/Jan 1997-98: p.8-12.

Paul, Shale. “The Top Ten Tips for Becoming a Better Listener.” Coachville Coach Training Resource Center Homepage 25 March 2002 <http://www.topten.org/public/BN/BN12.html>

Pollock, Ted. “Little Things that Bug People; Undesirable Characteristics of Managers; on the Management Side.” Lexis-Nexis Academic Universe Document. IAC 16097660. Oct 23, 1995. 30 Sept 1998. <http://web.lexis-nexis.com/universe>

Powell, Charles. “To Laugh Often and Much.” Coachville Coach Training Resource Center Homepage 25 March 2002 <http://www.topten.org/public/BD/BD207.html>

Rahilly, Tony. “Using Marketing Research Techniques to Improve Quality and Service.” ERIC Document #ED352102. 1992

Raphel, Murray and Raphel, Neil. “Employees Are the Key.” Progressive Grocer August 1994 v73 n8: p21(2). 20 March 2002 from Gale Group database LeRoy V. Good Library, Rochester, NY <http://web7.infotrac.galegroup.com>

Riester, Tim. Review: “A Few Well-Placed Questions.”
Inc.: Special Issue Inc. Technology September 1998: 108
Lexis-Nexis Academic Universe Document.
30, September 1998 <http://web.lexis-nexis.com/universe>

Riggs, Donald. (2000). “A Closer Look at User Services” College & Research Libraries, 61, 188-189.

Robinson, Diana. “The Top Ten Reminders for Running Effective Meetings.” Coachville Coach Training Resource Center Homepage 25 March 2002 <http://www.topten.org/public/AG/AG182.html>

Sandy, John H. “By Any Other Name, They’re Still Our Customers”
Lexis-Nexis Academic Universe Document. IAC-ACC-NO 19980255. August 1997 30, September 1998 from <http://web.lexis-nexis.com/universe>

Scheier, Robert L. “Firms Enlist IS to Better Serve the Customer; One Key: Treat the User as a Customer.” PC Week May 28, 1990 v7 n21: p109(2) 20 March 2002 from Gale Group database (Expanded Academic ASAP, Article A8487750) LeRoy V. Good Library, Rochester, NY <http://web7.infotrac.galegroup.com>

Schonberger, Richard J. “Human Resource Management Lessons from a Decade of Total Quality Management and Reengineering; includes related articles; Reengineering.” Lexis-Nexis Academic Universe Document, IAC 15729849. 30 Sept. 1998. <http://web.lexis-nexis.com/universe>

Simmons, Michael B. “Rising to the Challenge: Trends for 2000.” National Real Estate Investor 11-01-1999. 24 March 2002 from Electric Library database LeRoy V. Good Library, Rochester, NY. <http://www.elibrary.com/s/edumark>

Sowards, Steven W. “Skills for New Managers.” Library Currents Sept. 1999 v.16 n.9.

Stauffer, David. “Yo, Listen Up: A Brief Hearing on the Most Neglected Communication Skill.” Harvard Management Update 07-01-1998. 2 April 2002 from Electric Library database LeRoy V. Good Library, Rochester, NY. <http://www.elibrary.com/s/edumark>

Stettner, Morey. “The Powerful Sound of Silence: master communicators know that keeping quiet is the surest way to win an argument.” Cosmopolitan 06-01-1995: 02 April 2002 from Electric Library database LeRoy V. Good Library, Rochester, NY. <http://www.elibrary.com/s/edumark>

Team Management Briefings Preview Issue 1998. <www.combriefings.com>

Todd, Cliff R. “The Top Ten Lead Your Team to Professionalism.” Coachville Coach Training Resource Center Homepage. 25 March 2002 <http://ww.topten.org/public/AK/AK2.html>

Todd, Cliff R. “the Top Ten Leadership 101 for Top Managers.”
Coach Training Resource Center Homepage. 25 March 2002
<http://ww.topten.org/public/AE/AE7.html>

Tschohl, John. “Customers Are Not Always Right; Change Attitude; Improve Service.” The American Salesman 09-01-1999: 20 March 2002 from Electric Library database LeRoy V. Good Library, Rochester, NY. <http://www.elibrary.com/s/edumark>

“TSS Taps Customer Base to Enhance Service Offerings.” Computer Reseller News 03-03-1997: 24 March 2002 from Electric Library database LeRoy V. Good Library, Rochester, NY. <http://www.elibrary.com/s/edumark>

Todaro, Julie Beth. “Make ‘Em Smile.”
School Library Journal January 1995: 24-27

Trawick, I. Fredrick; Powers, Thomas L. “Improving Customer Service in the Admission Process: A Survey of Public and Private Institutions.”
The Journal of College Admission Fall 1992: 13-17

United Way. “The Quality Challenge: a Primer for United Ways.”

Wakai, Todd. “Quality Starts With the Customer.”

Whaley, Charles. “IT Vendors Should Show Customers More Respect: Business Plans that Assume Users Are All Criminals Usually Result in Products No One Will Buy.” Computing Canada Sept 3, 1999 v25 i33: p9. 20 March 2002 from Gale Group database (Article A55675737) LeRoy V. Good Library, Rochester, NY. <http://web7.infotrac.galegroup.com>

Wimsatt, Alison. “Workplace Teams Not All They’re Cracked Up to Be.” IIE Solutions November 1998.

Zemke, Ron. “Computer vs. Customer.” Training March 1998 v35 n3: p10.
20 March 2002 from Gale Group database (Article A20522836) LeRoy V. Good Library, Rochester, NY. <http://web7.infotrac.galegroup.com>

 

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MCC-B162