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.
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.
Complaint Management Excellence: Creating Customer Loyalty through Service Recovery by Sarah Cook is a comprehensive guide that explores the importance of effectively managing customer complaints and using service recovery as a means to build customer loyalty. Cook provides valuable insights, practical strategies, and actionable techniques to help organisations handle complaints with excellence.
Crucial Conversations: Tools for Talking When Stakes Are High by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler is a book about how to have productive and effective conversations when the stakes are high, emotions are strong, and opinions differ. The book provides readers with tools and techniques for handling challenging conversations in both personal and professional settings.
"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.