In Verbal Judo: The Gentle Art of Persuasion, George J. Thompson, a former police officer and martial artist, introduces a communication method designed to defuse conflict, improve persuasion, and handle difficult conversations with tact and effectiveness. The book provides strategies for using language to maintain control in tense situations while fostering cooperation and mutual respect. Thompson's approach is based on the idea that words, like martial arts, can be used to redirect aggression and turn conflicts into productive exchanges.
Thriving as a Remote Customer Service Representative by Ash Layna is a comprehensive guide that equips individuals with the necessary skills and strategies to excel in the field of remote customer service. With the rise of remote work opportunities, the book serves as a valuable resource for those seeking to adapt to the evolving nature of customer service roles in the digital age.
"The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service" by Jeff Toister is a practical guide for creating a customer-focused culture within an organisation. The book offers a range of tools and techniques for improving communication, setting service expectations, and building a team of customer service champions.