Are you going to improve your customer service skills?
Do you ready to spend some time for training?
Ok, there are a lot of customer service books and training courses now. We at Catchers Helpdesk team have listed 9 customer service books you should read for training customer support skills. Hope you enjoy.
1.The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Our research indicates effort is the best transactional loyalty metric for the customer service organization, serving as an excellent leading indicator of customer intent to repurchase and increase spend, as well as actual word of mouth.
To reduce customer effort in service interactions, leading organizations are working with CEB to change the way they frame service strategies.
by Matthew Dixon, Nick Toman, Rick DeLisi
2. Raise the Bar: An Action-Based Method for Maximum Customer Reactions
It works whether you’re running a storefront operation or a web-based company, whether you’re manufacturing widgets or providing a service.
Taffer’s overarching philosophy is this: All business is about creating the right reactions in your customers.
by Jon Taffer
3. The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
Leadership Lessons from the Company that turned Customer Service into an Art Form. When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings.
The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton. With access to the company’s executives, staff, and award-winning Leadership Center’s training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization.
by Joseph A. Michelli
4. Building Great Customer Experiences
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, businesses and brands may ultimately determine customer satisfaction and loyalty and commercial success.
With the use of compelling examples and cases, the authors show that this is vital for all companies and organizations.
by Shaw, C., Ivens, J.
5. Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line.
This book directly challenges small-minded managers who think it is wise to reduce expenses by under-serving customers. Strategic Customer Service is a port in this economic storm—an intellectual reminder that nothing in one’s bag of tricks is stronger than a positive customer experience.
by John A. Goodman
6. Managing the Customer Experience: Turning customers into advocates
Customer Satisfaction is no longer enough. 80% of clients who switch suppliers express satisfaction with their previous supplier. To lead the market companies need customers who are enthusiastic ‘advocates’, customers who are highly loyal and drive new business to the company.
For example, 38% of First Direct’s business comes from customer referrals. Advocacy comes from creating a client experience that becomes synonymous with the brand, what Forum calls a Branded Customer Experience.
by Shaun Smith, Joe Wheeler
7. Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
Every chapter has many examples of how companies in other industries provide or can provide Secret Service.
Every business needs to create behind-the-scenes systems that guide its employees to ensure they deliver exceptional customer service and delight clients with pleasant surprises.
by John R. DiJulius
8. Raving Fans: A Revolutionary Approach To Customer Service
Told in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach listeners how to define the vision, learn what a customer wants, institute effective systems, and make Raving Fan Service a constant feature–not just another program of the month.
America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling tips and innovative techniques that can help anyone create a revolution in any workplace–and turn their customers into raving, spending fans.
by Ken Blanchard Sheldon Bowles
9. Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
What makes this book useful are the real life examples that hit home and page after page of ideas that are easily implemented.
Any front-line employee can read it and ‘get it’ which makes it highly accessible to all those who need to rethink their current levels of customer service.
by Jeffrey Gitomer