Study on American workers feeling overhwhelmed (Families and Work Institute)

Research on Amercian customer satisfaction (University of Michigan Business School)

Feedback from upset service professionals (customerssuck.com)

Feedback from upset customers (PlanetFeedback.com)

An online  opinion research company that allows you to tell it like it is (speakout.com)

A comprehensive study on the impact of employee turnover on customer satisfaction (Unifi Network and Roper Starch Worldwide)

Have your service employees take an emotional intelligence test

Impact of employee turnover on bottom line based on a study conducted by Sibson & Company

Consumers prefer companies with strong corporate values

Guide to calculating the cost of service professional  turnover in your organization

How resilient are your employees?  Take a resiliency quiz

How Siebel is empowering customer-facing employees through technology

Example of an Internet-based appointment system

Information about cyberservice agents

Components of an ethics-training program by Robert Giacalone

Software for complaint tracking and resolution

Pew Charitable Trust report on rudeness in America

Take the honesty test

How and Why to Research Word of Mouth

Have your service professionals complete this survey to determine if they are suffering from burnout

• Hudson Institute report on employee loyalty

• Are American employees happy?

• Assess management's ability to create an effective, productive, and employee-friendly work environment

• Learn about the Kolbe Concept (c) and how it is used for hiring employees and selecting team members 

• Customer services articles (planning, process, employee retention)

• Articles from the Service Quality Institute

• Customer Service Tales

• The 'flip' side: 7 things a customer shouldn't say

• Customer Service Library