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The following is a selected list of materials available at the Kitchener Public Library to assist you in building relationships with customers. Be sure to ask staff for assistance.

For additional titles check the following subject headings:

Customer Relations
Customer Services
Customer Satisfaction

BOOKS

Acuff, Jerry
The Relationship Edge In Business: Connecting With Customers And Colleagues When It Counts (2004)
650.13 Acuff

Beckwith, Harry
What Clients Love: A Field Guide To Growing Your Business (2003)
658.802 Beckw

Belding, Shaun
Winning With The Customer From Hell: A Survival Guide (2004)
658.812 Beldi

Cava, Roberta
Dealing With Difficult People: How To Deal With Nasty Customers, Demanding Bosses, And Annoying Co-Workers (2004)
158.26 Cava

Griffin, Jill and Michael W. Lowenstein
Customer Winback: How To Recapture Lost Customers – And Keep Them Loyal (2001)
658.812 Griff

Heskett, James L.
The Value Profit Chain: Treat Employees Like Customers And Customers Like Employees (2003)
658.812 Heske

Kramlinger, Tom
Win-Win Selling: The Original 4-Step Counselor Approach For Building Long-Term Relationships With Buyers (2003)
685.85 Win

Mitchell, Jack
Hug Your Customers: The Proven Way To Personalize Sales And Achieve Astounding Results (2003)
658.812 Mitch

Mooney, P. Kelly
The Ten Demandments: Rules To Live By In The Age Of The Demanding Customer (2002)
658.812 Moone

Peppers, Don
One To One, B2B: Customer Development Strategies For The Business-To-Business World (2001)
658.812 Peppe

Schmitt, Bernd H.
Customer Experience Management: A Revolutionary Approach To Connecting With Your Customers (2003)
658.812 Schmi

Wellemin, John H.
Customer Care In A Week (2003)
658.812 Welle 2003

MULTIMEDIA

Blanchard, Kenneth H.
Customer Mania! (2004)
AUDIO 658.4 Blanc

Customer Service Excellence (1999)
VIDEO 658.812 Custo