- The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
- How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work
- What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service
- Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service
- The Soul of an Organization: Understanding the Values That Drive Successful Corporate Cultures