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.
"Winning with People: Discover the People Principles That Work for You Every Time" by John C. Maxwell is a profound exploration of interpersonal relationships and the principles that underpin successful interactions with others. Maxwell, a renowned leadership expert, distils decades of experience and wisdom into practical advice that helps readers build stronger connections, communicate effectively, and influence others positively.
Thriving as a Remote Customer Service Representative by Ash Layna is a comprehensive guide that equips individuals with the necessary skills and strategies to excel in the field of remote customer service. With the rise of remote work opportunities, the book serves as a valuable resource for those seeking to adapt to the evolving nature of customer service roles in the digital age.
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.
"The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World" is a book written by John R. DiJulius III, a leading expert on customer service and the founder of The DiJulius Group, a consulting firm that helps businesses improve their customer experience. In the book, DiJulius provides a step-by-step guide to creating a customer-centric business and revolutionising the way companies approach customer service.
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.