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.
Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back, and Tell Everyone They Know by Jeffrey Gitomer is a book that challenges the traditional notion of customer satisfaction and highlights the importance of building customer loyalty. Gitomer argues that customer satisfaction alone is not enough to create long-term success for businesses; instead, organisations should strive to cultivate customer loyalty, which leads to repeat business, positive word-of-mouth, and sustainable growth.
Customer success is an emerging field that is rapidly gaining traction as more and more businesses recognise the importance of retaining customers and fostering long-term relationships. In the book "Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue," authors Nick Mehta, Dan Steinman, and Lincoln Murphy provide a comprehensive guide to this exciting new field, offering insights and strategies for companies looking to reduce churn and build long-term customer relationships.
The Like Switch: An Ex-FBI Agent's Guide to Influencing, Attracting, and Winning People Over by Jack Schafer and Marvin Karlins is a practical guide to building rapport and trust in a variety of situations. Drawing on his experience as an FBI agent, Schafer provides insights into human behaviour and communication that can be applied in business, social, and personal relationships.
"The Nordstrom Way to Customer Service Excellence" is a book written by Robert Spector and Patrick D. McCarthy that explores the customer service philosophy and practices of Nordstrom, one of America's most successful retailers. The book provides insights into the Nordstrom approach to customer service, and how it has enabled the company to build a loyal customer base and achieve sustained success.
The Platinum Rule: Discover the Four Basic Business Personalities and How They Can Lead You to Success by Tony Alessandra and Michael J. O'Connor is a book about understanding and working with different personality types in the workplace. The authors argue that the key to success in business is to understand that people have different communication styles and preferences, and to tailor your approach to each individual.