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.
The First-Time Manager by Loren B. Belker, Jim McCormick, and Gary S. Topchik is a comprehensive guide specifically designed for individuals transitioning into their first leadership role. Packed with practical advice, real-world examples, and actionable strategies, this book equips new managers with the essential skills and knowledge needed to succeed in their managerial journey.
The Art of Dealing with People by Les Giblin is a book that offers practical advice for building strong relationships with others. The author argues that success in business and life depends largely on our ability to connect with and influence others, and that this ability can be developed through deliberate practice and attention to certain key principles.
Bounce: Mozart, Federer, Picasso, Beckham, and the Science of Success by Matthew Syed is a captivating exploration of the science of success, particularly focusing on the role of talent, practice, and resilience in achieving greatness. Syed, a former British table tennis champion and sports journalist, draws from a wide range of fields, including sports, music, and art, to challenge the common belief that success is primarily attributed to innate talent.
"Delivering Happiness: A Path to Profits, Passion, and Purpose" is a book written by Tony Hsieh, the former CEO of Zappos, an online shoe and clothing retailer. In the book, Hsieh shares his personal and professional journey, including his experience building Zappos into a billion-dollar business that is widely recognized for its exceptional customer service and unique company culture.
"Selling Value: Key Principles of Value-Based Selling" by Don Hutson is a comprehensive guide that delves into the principles and strategies of value-based selling. In this book, Hutson provides readers with practical insights and actionable techniques to effectively communicate and deliver value to customers in sales interactions. Through a combination of theory, real-world examples, and step-by-step guidance, Hutson equips sales professionals with the tools they need to differentiate themselves from competitors and win more business by focusing on value.