Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Customer Satisfaction is Worthless Customer Loyalty is Priceless: How to make customers love you, keep them coming back, and tell everyone they know

Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results

The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice