Staying on top of shifting trends in the world of customer service is a challenge for even the most dedicated workers. Fortunately, experts in the field are more than willing to share advice in the form of useful, topical books that tackle all the latest innovations in the field. If you're looking to take your customer service game to the next level, try some of these book recommendations.
A great well-rounded book on customer service is "The Customer Manifesto: How Business Has Failed Customers and What It Takes to Earn Lasting Loyalty," by Pamela Herrmann. This book seeks to challenge the old business adage that work shouldn't be personal. Herrman, who has a background in customer acquisition and retention, argues that the key to successful customer service is building strong personal bonds with customers. In this book, she discusses ways to get service in line with customer expectations.
For those looking to bring customer service into the digital age, check out "Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service," by John A. Goodman. Goodman strips away many of the customer service buzzwords to create a simple outline for providing an exceptional experience. He discusses the many technological tools at your disposal, including CRM systems and social media that make providing customer service easier on both workers and clients.
Learn how to provide a competent, consistent experience for customers with "The Effortless Experience: Conquering the New Battleground for Customer Loyalty," by Matthew Dixon, Nick Toman and Rick DeLisi. The authors argue that great customer service is not necessarily about always going above and beyond the call of duty, but rather about providing efficient and consistent service every time. They make the case that it isn't necessary to blow customers away with perks and gifts. Instead, companies should focus on making customer service as painless as possible, minimizing the interaction between worker and customer.
Finally, for a whimsical review of the basics of customer service, check out "7 Tenets of Taxi Terry: How Every Employee Can Create and Deliver the Ultimate Customer Experience," by Scott McKain. Purportedly a true story about McKain's encounter with a cheerful cabbie and the wisdom he passed on, this book lays out some basic tips and tricks for delivering a great customer experience. Perfect for beginners and advanced employees alike, this book outlines ways everyone can provide excellent customer service.
Staying abreast of changing trends in the field of customer service doesn't have to be boring. These book recommendations are all fun, easy to read and informative. Choose one for your entire team to read, or pick up a couple for personal study if you're looking to step up your customer service game in the months to come.
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