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.
"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.
To Sell Is Human: The Surprising Truth About Moving Others by Daniel H. Pink is a book that challenges the notion that sales is the domain of a select group of individuals with a specific set of skills. In fact, Pink argues that we are all in sales, as we spend a significant amount of our time trying to move others to our way of thinking, whether we are convincing our boss to give us a raise or persuading our children to clean their room.
"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.
Customer Service in an Instant: 60 Ways to Win Customers and Keep Them Coming Back by Karen Leland is a practical guide for customer service professionals looking to improve their customer service skills. The book provides 60 quick, practical tips for handling difficult customers in a variety of situations.
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.