"The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World" is a book written by John R. DiJulius III, a leading expert on customer service and the founder of The DiJulius Group, a consulting firm that helps businesses improve their customer experience. In the book, DiJulius provides a step-by-step guide to creating a customer-centric business and revolutionising the way companies approach customer service.
The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations by Richard S. Gallagher is a practical guide for customer service professionals to effectively deal with difficult customers. The book provides valuable insights into the underlying causes of customer complaints, as well as scripts for handling challenging customer interactions.
Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer is a compelling book that explores the power of embracing customer complaints and turning them into opportunities to enhance customer loyalty and business success. Baer provides valuable insights, real-world examples, and actionable strategies to help organisations effectively handle customer feedback and create a culture of customer-centricity.
Thinking, Fast and Slow is a book by Nobel Prize-winning economist and psychologist Daniel Kahneman. The book provides a detailed exploration of the two systems of thinking that govern human decision-making and judgment.
Crisis Management: Planning for the Inevitable by Steven Fink is a foundational book on crisis management, offering a detailed guide on how businesses and organisations can anticipate, prepare for, and effectively respond to crises. Fink, a leading expert in the field, argues that crises are not random or unpredictable events but rather inevitable occurrences that organisations must proactively manage. He provides practical strategies to minimise damage, protect reputations, and ensure business continuity during turbulent times.
Complaint Management Excellence: Creating Customer Loyalty through Service Recovery by Sarah Cook is a comprehensive guide that explores the importance of effectively managing customer complaints and using service recovery as a means to build customer loyalty. Cook provides valuable insights, practical strategies, and actionable techniques to help organisations handle complaints with excellence.