Some recommended reading for customer service is The Simple Truths of Service by Ken Blanchard & Barbara Glanz.
If you need a kick in the pants on customer service and some out of box thinking, read this book. It's a very quick read and makes a good gift for your inside sales staff. The most frustrating thing I have noticed about service today is the lack of follow up and follow through. A lot of companies like to boast about the quality of their product but they lack the quality of service. Now more than ever before we have the ability to go out to social network and read about someone's quality or denounce their quality. Now is not the time to give out poor service because with social media today, it can really break a company.
http://www.simpletruths.com/
