Total Customer Service: The Ultimate Weapon

I highly recommend this book to anyone who wishes to excel in giving good customer service. I have a background in retail, social psych, and market research, with experience in customer satisfaction research studies - and I found this book extremely useful. Not only did I learn a lot from it, but it also put much of what I have learned along the way (and feel as a consumer) into writing! It can help you plan a customer service program for your store or company, whether your company is brand-new or pre-existing. It is a little dry at times, but also has some great examples of what you should do or not do. I'd buy the book just for them!