Douglas E. Noll’s book De-Escalate: How to Calm an Angry Person in 90 Seconds or Less provides a step-by-step guide to managing conflict and defusing anger in tense situations. The book is grounded in neuroscience and communication techniques that help readers turn hostility into calm, productive conversations. Noll argues that traditional conflict resolution methods often fail because they do not address the underlying emotional needs of an angry person. Instead, he introduces a counterintuitive but highly effective method: affective labelling, or the practice of acknowledging and verbalising the emotions of the upset individual.
Problem Solving 101 by Ken Watanabe is a concise and practical guide that equips readers with effective problem-solving techniques. Drawing upon his experience as a former McKinsey consultant, Watanabe offers a straightforward approach to tackling problems in both personal and professional domains. The book presents a systematic method, known as the "Watanabe Method," which provides a structured framework for defining, analysing, and solving problems.
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.
A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong by Janelle Barlow and Claus Moller is an insightful book that challenges the traditional view of customer complaints and presents a new perspective on how organisations can leverage complaints to build customer loyalty. The authors argue that complaints should be seen as valuable feedback and opportunities for improvement rather than as negative incidents to be avoided or ignored.
The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi is a book that aims to provide businesses with strategies to create an effortless customer experience that increases customer loyalty and satisfaction. The authors conducted extensive research on customer interactions with various companies and analysed the data to identify what drives customer loyalty and satisfaction.
Customer Service Training 101: Quick and Easy Techniques That Get Great Results by Renee Evenson is a comprehensive guide that equips readers with practical techniques to enhance their customer service skills and deliver exceptional experiences. The book offers actionable strategies, tips, and insights for individuals and teams seeking to improve their customer service performance.