Resources available to help with your study

• Additional Resources
• E-books
• Videos

Additional Resources

 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, 2^nded., Hodder & Stoughton, London.

Dwyer, J  2012, The business communication handbook,  9^th ed.,  Pearson Australia, French's Forest,  N.S.W.

Eunson, B 1994,  Communicating for team building,  John  Wiley & Sons, Brisbane.

Griffith, S 2007, Manage quality customer service. Software, Sydney.

Hernon, P & Whitman JR 2001, Delivering satisfaction and service quality: a customer-based approach for libraries, ALA, Chicago.

Leland, K & Bailey K 2001, Customer service for dummies, IDG Books Worldwide, Foster City, California

Martin, WB  1993, Quality customer service, 4th ed., Crisp, Menlo Park, California

Melling, M & Little, J (eds), 2002, Building a successful customer service culture: A guide for library and information managers, Facet Publishing, London.

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 2^nded., Neal Schuman, New York.

Weaver, S 2007, Creating great customer service experiences: a guide for museums, parks, zoos, gardens and libraries. Left Coast Press, Walnut Creek, California.

Woodward, J 2004, Creating the customer-driven library: building on the bookstore model. ALA, chicago.

Videos

• Dealing with customer aggression
• Dealing with difficult customers
• Fawlty Towers