Resources available to help with your study
Find books from your reading list at Victoria Univeristy Library.
Albrecht, K 1992, The only thing that matters, Harper Business, California.
Chapman, J 2003, Help desk management in a week, 2nded., Hodder & Stoughton, London.
Eunson, B 1994, Communicating for team building, John Wiley & Sons, Brisbane.
Griffith, S 2007, Manage quality customer service. Software, Sydney.
Martin, WB 1993, Quality customer service, 4th ed., Crisp, Menlo Park, California
Morgan, RL 1989, Calming upset customers. Menlo Park, Crisp, California.
National standards for Australian museums and galleries 2016
Overton, R 2002, Customer service, Martin Management, Sydney.
Peel, M 1987, Customer service, Kogan Page, London.
Rubin, R J 2011, Defusing the angry patron 2nded., Neal Schuman, New York.
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