Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention.


Customer Service Newsletter reports on practical, action-oriented techniques and
tactics for improving customer service operations.

The Customer Communicator provides frontline reps with the skills, techniques and motivation they need to become productive members of the customer service team.

NEW! Service Starters an all new free e-newsletter which brings you the same high quality management information available in the Customer Service Group’s print publications.

Customer Service Week

Celebrated annually during the first full week in October, Customer Service Week provides a unique opportunity to boost morale, motivation and teamwork in the customer service department and companywide. The Customer Service Group provides a full range of support materials for the week.


Guide to Customer Surveys. Contains 31 real-world questionnaires, plus design guidance that you can use to create your own surveys.

Guide to Customer Surveys

21 Simple Time Management Strategies for Customer Service Professionals. Now, you can help your reps improve their time management skills and accomplish more each and every day.

10-Step Anti-Stress Campaign for Customer Service Professionals. This hands-on guide will help your reps manage stress in 10 simple steps. The result will be higher job satisfaction, healthier employees and happier customers.

A 10-Step Guide to Career Management. Help your reps develop the skills and work attitudes they need to succeed.

Guide to Customer Service Teams. Will help you increase performance, boost morale, reduce stress, and cut turnover with teams.

How to Hire the Best Service Professionals. Provides everything you need to hire, train and retain the best service professionals. Includes real-world examples of ads, interview questions, job descriptions, and much more.

Listening to the Voice of the Customer. A step-by-step guide to the design, implementation and analysis of a customer satisfaction measurement program.

Management Essentials. Whether you are a new or experienced manager, this guide will sharpen your organizational, coaching, training, motivating, and monitoring skills.

Motivating Customer Service Employees. Simple and inexpensive programs that you can use right away to improve the morale, motivation and productivity of your frontline reps.

SkillSharpener: Training for the Frontline, Volumes 1 & 2. Each volume comes packed with interactive training sessions guaranteed to interest frontline reps and improve their skills.

Customer Service Group Surveys and Awards

Benchmark your operations, share your views and honor coworkers and staff with our survey and award programs.