| Winning with the Caller from Hell | May 28, 2006 |
| Winning with the Customer from Hell | April 1, 2004 |
| The Managers's Guide to Service Excellence | June 1, 1989 |
| The Loyalty Leap | May 8, 2012 |
| Winning with the Customer from Hell | April 1, 2004 |
| Winning with the Caller from Hell | May 1, 2006 |
| Creative Cost-Benefits Reinvention | November 15, 2010 |
