Welcome to the Principles of Customer Service LibGuide!
This guide is designed to help you explore the skills, strategies, and best practices that create great customer experiences. Customer service is more than answering questions—it’s about communication, problem-solving, professionalism, and building lasting relationships.
Here you’ll find:
Core readings and textbooks on customer service.
Case studies and articles with real-world examples.
Tools and resources to support assignments, projects, and exam prep.
Use this guide to strengthen your understanding of customer service principles and to develop the practical skills needed to succeed in any service-oriented role.
UNIT 1: DEVELOPING KNOWLEDGE OF THE CUSTOMER
Advances in Customer Relationship Management (Book)
Customer Bill of Rights: Top 10 Things Customers Want (Book)
Challenge of Providing Excellent Customer Service (Article)
Customer Knowledge Development (Article)
Customer Knowledge Management (Article)
Development in Practice Customer Knowledge Management (Article)
Eight Skits on How to Handle Different Types of Customers (Article)
Implementing a Customer Service Plan (Article)
Providing Excellent Customer Service is Therapeutic (Article)
Take Five for Customer Service (Article)
UNIT 2: DEVELOPING CUSTOMER LOYALTY
Building Customer Loyalty (Article)
Consequences of customer loyalty to the loyalty program and to the company (Article)
Customer Loyalty and Customer Loyalty Programs (Article)
Customer Loyalty in E-Commerce (Article)
Customer Loyalty to Content-Based Websites: The Case of an Online Healthcare Service (Article)
Determining Customer Loyalty: Review and Model (Article)
Managing Customer Loyalty (Article)
Relationship Between Customer Loyalty and Customer Satisfaction (Article)
UNIT 3: PRACTICING GOOD ATTITUDES/HABITS FOR CUSTOMER SERVICE
UNIT 4: DEALING WITH DIFFICULT CUSTOMERS
Customer Complaints and Types of Customers (Article)
Dealing With Difficult Customers (Article)
Handling Customer Complaints Effectively (Article)
UNI 5: DEVELOP AND PROJECT PROFESSIONAL IMAGE
UNI 6: PARTICIPATE IN TEAMWORK