Books and Articles

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Kristin Anderson Bottemiller
Say What? Consulting

DKYSOS is the best selling front line customer service book ever published. 

Quick reading guide shows the best ways to handle customers on the phone.


A practical guide to the day-to-day challenges supervisors and managers face in training customer service professionals.

Easy to apply solutions to common CRM problems. Maximize CRM technology, data warehousing, and short– and long-term relationships.

Delivering Knock Your Socks Off Service

Coaching Knock Your Socks Off Service

Great Customer Service on the Telephone

Customer Relationship Management