Books are one of the best ways to accelerate your knowledge of business in a nominal amount of time, and who better to learn from than the experts themselves. If you want to perfect the art of customer service you need to listen to the masters of the field.
There are a slew of books on the market that can help you achieve success, but the recommendations can be somewhat daunting. I thought it best to illustrate a handful of books that get the best reviews.
Here are 5 great books that all customer service leaders must read!!
Delivering Happiness: A Path to Profits, Passion, and Purpose
Tony Hsieh explains his mistakes and his takeaways from establishing his own little empire on the internet. Many people will say this is the best customer service book on the market.
The Starbucks Experience
Starbucks is one of the world’s “most admired” companies, according to Fortune magazine. Joseph Michelli discovered that the success of Starbucks is driven by the people who work there and the experience they create for each customer. Michelli reveals how you can follow the Starbucks way with unforgettable user-friendly ideas.
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
Secret Service reveals the hidden systems of the few exceptional companies that deliver on good customer service. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to turn bland customer service into truly memorable customer experiences.
The Thank You Economy
Social media has given consumers the power to voice their opinions of your brand. Gary Vaynerchuk reveals how companies of any size can scale personal, one-on-one attention to their entire customer base using the same social media platforms that carry consumer word-of-mouth.
Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless
Gitomer’s book holds that traditional customer satisfaction measures are essentially meaningless. A merely satisfied customer is still likely to shop around. The focus should be on customer loyalty. This book illustrates incredibly simple methods in achieving customer loyalty.
Download our free whitepaper and learn the 10 key trends contact center leaders must understand and address this year.
- Why gamification matters
- Customer service goes mobile
- Omni-channel customer experience
- Video support
- And 6 more important trends