Everyone knows how important customer service is. It can mean life or death in terms of the health of a company, and suffice it to say that a lot of companies have failed in spite of a stellar product simply because of the fact that they did not take customer service as seriously as they should have and ended up alienating people that might have otherwise bought from them on a regular basis.
However, while you may know that it is important to optimize customer experience, you might not know exactly how to go about doing this as efficiently as possible. One really good place to start is by reading about the experiences of others and trying to understand what they did to solve the problems they were facing. There are a lot of books that talk about this sort of thing.
A good book can lay things out for you in a manner that is easy to understand and often entertaining. It can make the entire learning process surprisingly easy to deal with in general. The only problem is that so many books are released every year that it can be very difficult to figure out which ones are worth your time. In order to help you, we have compiled a list of some of the books you should definitely check out if you want to excel in the world of customer service.
One of the best things about this book is the fact that it gets straight to the point. Author Jeffrey Gitomer doesn’t beat around the bush or try to be poetic, instead he gives you clear cut instructions that would allow you to exceed your customer’s expectations time and time again. This book will also help you understand what areas of customer service you are lacking in and what areas you are already strong in.
This book is written by someone who was pretty high up the corporate food chain: Amazon’s ex Global Vice President Bill Price. He was in charge of global customer service for Amazon, so one can only imagine the tips he would have to give after having worked for a company that provides so much customer service to so many people every single day. In this book Bill Price collaborates with David Jaffe, another experienced consultant in the world of customer service.
This book is a personal treasure to thousands of customer support representatives all around the world. Written by Leonardo Inghilleri and Micah Solomon, this book involves in depth analysis of how one can mold the customer experience until it is just perfect. One of the examples this book provides is that of the Ritz-Carlton, where employees are given a list of words they can and cannot use. In spite of how in depth it goes, this book is quite fun to read.
Starbucks has experienced phenomenal success even though its business model involves a low priced commodity product at exorbitant markups. The author of this book, Joseph Michelli, analyzes how Starbuck managed and continues to manage to do this while simultaneously keeping its many customers not just enormously happy but loyal to the brand for all the years that it has been active so far.
The author of this book is a woman named Jill Griffin. Her main focus in this book is customer loyalty, which is an incredibly important aspect of customer service in general. One of the things that Griffin discusses is how we often tend to wait for some kind of technological miracle that will save us and allow us to deliver better customer service. She discusses how technology can’t be depended on, and how we should start thinking in an old school manner in terms of how we can get customers to stay loyal to us after we give them the same products day in and day out.
This book is authored by Matthew Dixon, and it looks at the challenge of attaining a loyal and devoted customer service in a completely different way. Dixon’s approach is different as well, as he is very data driven. The data he has collected seems to suggest that the biggest mistake customer service representatives are making these days is that they try too hard. This makes customers feel like something is wrong with the company that they are currently working with. It also demands a lot of labor from customers. This book is all about giving customers the best experience possible.
This book was authored by the Disney Institute. The Walt Disney Corporation is one of the biggest corporations in the world, having become a veritable giant of the media industry especially in recent years after its acquisitions of numerous high value properties that have enormous fan bases. Disney is a company that has the weight of the world on its shoulders because a lot of the properties that it has purchased have very devoted fan bases that need to be appeased. This book tells you Disney’s philosophy, and how it looks at customer service in a more holistic manner than a lot of other companies tend to.
There are a lot of different factors that affect how profitable a business ends up becoming in the long run. However, if you want extended profitability you need to be willing to focus on the most important aspects. This book is all about how customer loyalty is the most important factor currently affecting profit margins.
The author of this book, John Goodman, closely studied how customer complaints were handled by a variety of different companies that offered a wide range of products and services in the general markets. This book is all about how to create a customer strategy based on what you shouldn’t do. It’s all about making it so that customers are completely satisfied with the very first call that they make, thus ensuring that they will be coming back to acquire your products and services as a repeat customer.
Books That Teach You How to Communicate
The books that are listed above are all about strategy. These books talk about how you should be communicating with your customers. They discuss ways to get your point across respectfully, as well as how you can develop an approach that would help your customers be better understood as well.
This is a book that you have probably already heard of. It is a book that pretty much everyone that is thinking of entering the world of writing looks into in order to excel. However, more than writing what this book teaches you is how to communicate in a manner that is truly as effective as possible. Reading this book will teach you how to talk to your customers and that is one of the most valuable things that you could possibly learn in this field.
We live in the age of social media, where brevity takes precedence over all else. However, while it is true that you need to write briefly in order to be successful, it is also very important for you to get the message across well. This book will teach you how to put the entire message into as brief a text as possible. The book is all about developing a writing style that says more with less. This is an incredibly important skill to have in the world of customer service and it can help you spend less time with each customer whilst still giving them the best experience possible. This will allow you to handle multiple customers at once, a skill that is pretty much essential for success in the world of customer support.
This book gives you a more philosophical take on things like communication. The whole point of the book is to teach you how to turn your life experiences into communication. This is an extraordinary talent to have. It is useful because of the fact that it can help you level with customers and speak to them from a place of reason and understanding. Reading this book can help you become a more empathetic customer service representative which is something you definitely need to look into if you want to be successful in this field.
This book was written by a Professor Richard Lanham. In this book, the author talks about how you can trim the fat in your writing. He also gives practical examples that you can implement in your own writing, thus enabling you to apply these techniques in the real world. This isn’t a book of empty theory, it gives legitimate tips that you implement in the real world.
This book will help you look at communication in a different way. Written by stalwarts Nancy Duarte and Patti Sanchez, this book focuses on using communication to take control of a situation. You can use it to implement strategies that will allow you to change how a customer feels about a certain situation all by talking in a specific way.
This is another great book written by Lee LeFevre that explores the changes that are being brought to the world of communication in the modern era. The book is full of useful information that you can use to discover your best customer service representative. You can use this book to improve every aspect of your customer service strategy.
Books About Leadership And Team Building
Part of running a successful company is being a good leader. You can’t have good customer service if you are working on your own after all, a team is necessary to handle all of the various intricacies that this job involves. And getting the best out of that team is what will allow you to give customers the very best customer service possible.
When you are working in a particular environment, you end up coming up with some kind of system that would allow you to work in the most efficient way possible. However, change is inevitable, and when it occurs you are going to have to adapt to it. This book is all about changing things up when you don’t want to. It uses pretty interesting metaphors to help you understand how to deal with change without letting it affect your work.
It is pretty clear that not all businesses will go on to change the world. This book talks about how certain companies end up having a greater impact on the world around them. It emphasizes purpose above everything else and shows you how you can assemble a team that would be loyal to you because of genuine respect rather than fear.
A customer service representative often has to tell people that nothing can be done about their problem. In spite of how often they have to do it, they usually don’t want to but are forced to abandon customers because they are unable to get through the red tape that would allow them to fix the problem. This book talks about how a sign of good leadership is trusting the people you are leading enough to give them autonomy.
Just because you excel in a role does not automatically mean that you deserve to be promoted to a managerial position. Management is a whole different ballgame, and you need to approach that kind of job a little differently. This book talks about how experience at a position can help you learn how to manage other people in that position.
If you want to manage and lead a team, you are going to have to learn common things that end up going wrong with said teams. This will help you prepare for the worst and figure out the best way to prevent these issues from occurring in the first place.
One of the biggest problems with the customer support industry is that CSRs are treated like cogs in a machine that can easily be replaced at any time. The jobs often don’t pay well, with this low pay being justified by saying that CSR jobs will let you level up to a higher position. This book presents the idea that treating CSRs with respect and making their jobs seem worthwhile is a much better way to go about things, and it shows how it is possible to do so without it being too expensive.
Books That Will Help You Create a Culture of Customer Service
If you want your company to succeed in terms of customer service, you need to create a culture of customer service within your workforce. Everything that everyone does will have to relate to customer service in some way. These books will help you learn how to inculcate a culture of customer service within your company.
The name of this book may mislead you because of the fact that it sounds like one of those one of successes that only go viral for a short period of time. This book takes a more long term approach. It is all about how good customer service is about being consistent above all else, and the author talks at length about how you can create a culture in your company to ensure that customer satisfaction is achieved time and time again.
Companies work a little differently now than they used to not all that long ago. For example, the title of Chief Customer Officer did not exist until recently. However, now that it has come into being it has started to become very powerful. This book talks about how such positions can help create companies where the customer comes first at all times. It also talks about why this approach is so much better than the other approaches that companies tend to take.
We live in a world where countless businesses are competing with each other in order to try and get one up on one another. This book talks about how trying to be a jack of all trades is not the way to go. It talks about how you should focus on one aspect of your business above all others, and how this aspect has to be customer service. You can excel in this area and set yourself apart from pretty much everyone that you are competing with.
This book is written by Tony Hsieh, a famous entrepreneur that found success by focusing on customers above all else in an attempt to set himself apart from the rest of the pack. He has created a company culture that puts the customers first in all things. Tony Hsieh talks about his company Zappos as well as the reasons behind the various strategies that he implemented that allowed him to become as big of a success as he currently is.
This book is written by the founder of CDBaby, and individual by the name of Derek Sivers. Much like the previous book in this list, this book talks about a personal journey of growth and success that was based on a customer centric company policy. Sivers also talks about mistakes he has made which is an important part of why this book can help you learn so much.
This book is a classic of the customer service industry. It is full of examples that you can use to implement better customer service policy in your day to day routine whilst simultaneously allowing you enjoy yourself a little since this book is written in a rather entertaining manner. It also gives you examples of hard decisions that need to be made for the good of the company. These are examples you can learn from in your quest to be the best leader that your team has ever had. One important idea that this book puts forward is the idea that you don’t think of good customer service all on your own. Rather, you need the customer to help you define this, since they are the ones that are being served in the first place.