As Harry Truman famously stated, “Not all readers are leaders, but all leaders are readers.” Wise words. Although this is true, how do customer service leaders strategically read to a) learn how to turn themselves into optimal leaders; and b) transform their teams into the high-performing customer service engines they aspire to be?
With this being the “Era of the Customer,” it is now more important than ever for customer service professionals to stay ahead of ever-changing trends in the vast landscape that is the customer service and customer experience industries. Yes, an unwavering intellectual curiosity is a must in such an industry, but as you well know, it’s not always enough. There exists a myriad of books out there to choose from, and while it may seem daunting to know where to begin, we Fonolonians can give you a leg-up.