Customer Service Study Guide

This guide provides links to help you create a research strategy for Customer Service. Knowing which options are available allows you to quickly select those most appropriate for your topic.

To start your research, SCC Library Information Specialists suggest:

• LINCC Online Catalog Subject Browse Lists linked to SCC Library Business books, periodicals, and media including the Call Number and Availability for each. Choose from:
  
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    • Customer Service
    • Human Relations
  • Internet Links
    • Business Research Guide
    • Customer Service
    • Business & Finance Internet Sites
    • Human Relations

  LINCC Online Catalog Subject Browse Lists linked to SCC LRC Customer Service books, periodicals, & media including the Call Number & availability for each:

  Consumers Research Consumer satisfaction United States. Customer relations Customer services

  Customer services Management Employee motivation Relationship marketing Service industries United States Management

   

  LINCC Online Catalog Subject Browse Lists linked to SCC Library Human Relations books, periodicals, & media including the Call Number & availability for each:

  Achievement Achievement motivation Anger Assertiveness training Business enterprises - Communication systems Career development Character Communication Conflict management Conflict (Psychology) Decision-making Diversity in the workplace Emotions Employees - Conduct of life Group Processes Group relations training Helping behavior Human behavior Job stress Individual differences Individualism Interpersonal communication Interpersonal Relations Interpersonal relations - Moral and ethical aspects Jealousy Leadership Life skills Listening

  Managing your boss Management - Employee participation Motivation (Psychology) Negotiation Nonverbal communication Office politics Organizational behavior Organizational behavior - Moral and ethical aspects Organizational effectiveness Performance standards Personality Personality and occupation Personality assessment Personality Inventory Prejudices Psychology, Industrial Sex role in the work environment Small groups Social ethics Social interaction Social networks Social status Space perception - Social aspects Success Temperament Teams in the workplace Verbal behavior - Popular works Work - Moral and ethical aspects

  Internet Sites

  Customer Service

  • Customer Care Institute (CCI)
  • Customer Satisfaction Measurement Association (CSMA)™
  • Five Tips For Improving Customer Service
  • International Customer Service Association (ICSA)

  Human Relations

  • Anger (About.com)
  • Communicate Effectively (Dawn Rosenberg McKay)
  • Communication (About.com)
  • Conflict Resolution Overview (Gregorio Billikopf Encina, University of California)
  • Cultural Diversity Resources (J. Steven Niznik)
  • Diversity Training (About.com)
  • How to Fight Fairly (University of Pennsylvania)
  • Influencing the Uncooperative (Kenneth Kaye)
  • International Listening Association
  • Interpersonal Communication (Chris McClean)
  • Job Stress (About.com)
  • Negotiating & Solving Conflicts (E. Wertheim, Northeastern University)
  • Problem Solving Terms & Tools (Conflict Resolution Center International)
  • Resolving Everyday Conflicts (Kare Anderson)
  • Sexual Harassment Defined (Susan Heathfield)
  • Top 10 Tips for Being an Excellent Listener (Shelley Wu)
  • 10 Tips on Nonverbal Communication (Shelley Wu)
  • Tips for Minimizing Workplace Negativity (Susan Heathfield)

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SCC has full service Libraries at Sanford/Lake Mary, Oviedo and Altamonte Springs Campuses.