Essential Customer Service Books

A Listmania! list by Jeffrey Swystun (Toronto & Mont Tremblant)
The list author says: ""You have to learn to smile before you can run with a tray." I think this quote best sums up the profession of customer service (yes I said profession). There is a depth to customer service that demands study and must be approached as a specialism. The raft of "customer service" books out there have cluttered the thinking with vacuous, repetitious, and unoriginal ideas. Here are my suggestions for helping embed a culture of customer service in your organization."
Raving Fans: A Revolutionary Approach To Customer Service
1.  Raving Fans: A Revolutionary Approach To Customer Service by Ken Blanchard
The list author says:
  "A quick guide to principles and practices. Still very relevant and enjoyable - some may say fluffy but I find it a good primer."
$12.58   Used & New from: $0.01
4.0 out of 5 stars  See all reviews (237 customer reviews) | 1 customer discussion

Branded Customer Service: The New Competitive Edge
2.  Branded Customer Service: The New Competitive Edge by Janelle Barlow
The list author says:
  "An intriguing approach - make customer service a key differentiator for your company and brand."
$21.80   Used & New from: $0.01
4.9 out of 5 stars  See all reviews (14 customer reviews)

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
3.  Secret Service: Hidden Systems That Deliver Unforgettable Customer Service by John R. DiJulius
The list author says:
  "How companies can look under the cover of their business and employ a more systematic approach - the "Customer Service Cycle"."
$13.56   Used & New from: $1.71
4.7 out of 5 stars  See all reviews (43 customer reviews)

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
4.  The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph A. Michelli
The list author says:
  "A great idea - learn from an undeniable expert - The Ritz-Carlton Hotel Company. They say, "Ladies and Gentlemen Serving Ladies and Gentlemen"."
$16.47   Used & New from: $4.09
4.3 out of 5 stars  See all reviews (48 customer reviews)

The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
5.  The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs by Bill Price
The list author says:
  "A fun - flip it on the head approach to the subject. Really they are advocating making customer service a core competency."
$19.86   Used & New from: $0.96
4.7 out of 5 stars  See all reviews (13 customer reviews)

Delivering Legendary Customer Service: Seven Steps to Success (PSI Successful Business Library)
6.  Delivering Legendary Customer Service: Seven Steps to Success (PSI Successful Business Library) by Richard S. Gallagher
The list author says:
  "The author lays out a clear roadmap for consideration by any business in any industry."
Used & New from: $0.01

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Customer Loyalty: How to Earn It, How to Keep It
7.  Customer Loyalty: How to Earn It, How to Keep It by Jill Griffin
The list author says:
  "This is another way to look at customer service and that is the endgame of loyalty. Author Griffin provides some very tangible ideas and backup for those ideas."
$15.43   Used & New from: $1.74
4.9 out of 5 stars  See all reviews (23 customer reviews)

The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
8.  The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value by Frederick F. Reichheld
The list author says:
  "The author formed his ideas as a consultant at Bain and delivers a compelling argument through both theory and cases."
$14.20   Used & New from: $0.01
4.8 out of 5 stars  See all reviews (40 customer reviews)

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
9.  Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization by Micah Solomon
The list author says:
  "Guess what - superior service delivers exceptional profit (the trouble is ensuring your organization is doing day-in and day-out)."
$15.83   Used & New from: $5.00
4.7 out of 5 stars  See all reviews (64 customer reviews) | 18 customer discussions

Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
10.  Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits by John A. Goodman
The list author says:
  "As soon as you add "Strategic" to a title you know it is going to be good. But in all seriousness, Goodman makes the necessary correlations to see why businesses must make customer service part of their DNA."
$17.38   Used & New from: $6.99
4.6 out of 5 stars  See all reviews (22 customer reviews)

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Customer Discussions about products in this list
Discussion Replies Latest Post
Micah Solomon on Customer service in Healthcare (Becker's Hospital Review 0 Mar 12, 2011
Financial Post article on Micah Solomon,"New Guru of Customer Service Excellence." 0 Mar 12, 2011
DearReader[dot]com choosesExceptional Service as Business Book Club selection 0 Oct 26, 2010
Today's Shanghai Daily News: "Exceptional Service is #1 US Business Book" 0 Oct 16, 2010
"A reason to return to real customer service" 0 Aug 6, 2010
CEO Refresher names "Exceptional Service, Exceptional Profit" a top book of 2010 0 Jul 26, 2010
New Alister & Paine Article on "Exceptional Service, Exceptional Profit" Principles 0 Jul 25, 2010
Today's interview in Crain's New York Business with Micah Solomon 0 Jun 4, 2010
The new Fast Company article by Micah Solomon 0 Jun 2, 2010
Jack Covert (100 Best Business Books of all Time) Picks Exceptional Service Exceptional Profit 0 Jun 2, 2010
All Business Answers: In-Depth Review, Exceptional Service, Exceptional Profit 0 Jun 2, 2010
The point they don't support 0 Sep 13, 2007
 
   

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Author

Jeffrey Swystun (Toronto & Mont Tremblant)
Qualifications: Chief Communications Officer, DDB Worldwide
Last updated: 10/5/10
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