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Essential Customer Service Books

Jeffrey Swystun
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
Raving Fans: A Revolutionary Approach To Customer Service
"A quick guide to principles and practices. Still very relevant and enjoyable - some may say fluffy but I find it a good primer."
Branded Customer Service: The New Competitive Edge
Branded Customer Service: The New Competitive Edge
"An intriguing approach - make customer service a key differentiator for your company and brand."
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
"How companies can look under the cover of their business and employ a more systematic approach - the "Customer Service Cycle"."
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
"A great idea - learn from an undeniable expert - The Ritz-Carlton Hotel Company. They say, "Ladies and Gentlemen Serving Ladies and Gentlemen"."
The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
"A fun - flip it on the head approach to the subject. Really they are advocating making customer service a core competency."
Delivering Legendary Customer Service: Seven Steps to Success (PSI Successful Business Library)
Delivering Legendary Customer Service: Seven Steps to Success (PSI Successful Business Library)
"The author lays out a clear roadmap for consideration by any business in any industry."
Customer Loyalty: How to Earn It, How to Keep It
Customer Loyalty: How to Earn It, How to Keep It
"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."
The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
"The author formed his ideas as a consultant at Bain and delivers a compelling argument through both theory and cases."
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
"Guess what - superior service delivers exceptional profit (the trouble is ensuring your organization is doing day-in and day-out)."
Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
"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."