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.
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.
The Charisma Myth by Olivia Fox Cabane is a book that offers readers a comprehensive guide to developing and cultivating charisma. Cabane argues that charisma is not an innate quality that some people are born with, but rather a set of learned behaviours and practices that anyone can acquire with time and effort.
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 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.
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization is a book written by Leonardo Inghilleri and Micah Solomon, two customer service experts with decades of experience working with leading service organisations. In the book, Inghilleri and Solomon provide a step-by-step guide to creating a world-class customer service organisation, based on their extensive research and real-world experience.