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.
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.
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.
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.
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 Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers" by Ashvin Vaidyanathan and Ruben Rabago is a practical guide for anyone looking to start or advance their career in customer success management. The book covers a range of topics, from customer success strategy to customer success operations, providing actionable insights and advice for customer success professionals at all levels.