Human Resources

Definition of the customer service competency

The customer service competency involves understanding and anticipating internal, external and self-unit customer needs, listening to customers, valuing them, and providing proactive responsive assistance to ensure their satisfaction and loyalty.

Those competent in customer service create and maintain customer-driven products and service delivery systems.

Books and manuals

Click on a title to get the book details, including description, from the Library's catalog system.

• Delivering Knock Your Socks Off Service by Kristin Anderson 
• Branded Customer Service by Janelle Barlow 
• The Celebrity Experience by Donna Cutting 
• Competing in a Service Economy by Anders Gustafsson 
• You Can't Win a Fight With Your Client by Tom Markert 
• Golden Circle Secrets by Dale Midgley 
• The Best Service is No Service by Bill Price 
• Best Face Forward by Jeffrey F. Rayport 
• The Art of Client Service by Robert Solomon  

Electronic journal and newspaper articles

All electronic journals and newspaper articles can be searched via the County Library's online database.

• (2008). Use discipline to define your brand. National Jeweler.
• (2008). End Self-Deception, Excel in Client Service.Texas Lawyer.
• (2008). ... And I'm here to help you? (In touch) (Management of customer relations). New Zealand Management, 55.2: 11
• (2008) Proactive' construction: in preparing itself to meet the needs of its customers, Jaynes Corp. can solve problems on its projects before they get out of hand. It boasts a customer-oriented, service-based, proactive business model. Construction Today, 6.1: 226.
• (2007) The right place at the right time: Member Health's explosive growth is due to an ever-increasing customer base and a commitment to providing outstanding service. Inside Business, 9.12: 82.
• Blum, J. (2008). How to Navigate Customer Service. (Features; Tech Edge). FSB, 18.5: 2.
• Bruno-Britz, M. (2008). Reading customers' minds: Predictive analytics tools are helping banks understand customers' behavior and meet their unique needs with tailored products and services, improving customer retention as a result. Bank Systems + Technology, 45.5: 30.
• Follmer, B. (2008). Putting performance on the line: NRA Group built revenue and gained client trust with a mix of online technology improvements and attention to customer service. Collections & Credit Risk, 13.2: 32.
• Mitchell, B. (2008). Mission NOT impossible: Reduce turnover and absenteeism while improving KPIs. Customer Interaction Solutions, 26.8: 18.