Recommended Reading
for Customer Service Professionals
Click on the book cover picture or the underlined blue title link below each book cover
to learn more about each book at amazon.com
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“You will be the same person in five years as you are today
except for the people you meet and the books you read.”
Charlie “Tremendous” Jones
People buy from people they know, like, trust and want their business. The very best book about building such relationships is Dale Carnegie's How to Win Friends and Influence Others. It is a must-read for all customer service professionals, especially those in sales. Dale Carnegie wrote his book over 70 years ago using stories of that day. A modern day version of "How to Win Friends" with consideration of the technological advances that have happened since is Guy Kawasaki's Enchantment, another must-read. If you are looking to create a work enviroment with a focus on "World's Best" customer service, be sure to read Delivering Happiness by Tony Hsieh, CEO of Zappos.com, for the blueprint.
If you are looking for steps to improve your own personal front-line customer service skills, the best book is Delivering Knock Your Socks Off Service.
If you supervising people for the first time, then I would recommend first Coaching Knock Your Socks Off Service followed by Zingerman's Guide to Giving Great Service
If you are a seasoned customer service manager intent on identifying the customer touchpoints in your company's experience, I suggest reading John DiJulius' Secret Service. It offers great examples on how to build those little wow! touchpoints that add up to the big WOW! experience.
Commit to lifelong learning.
All the best to you as your pursue your goals and that of your "World's Best" organization.
- Bill
Click on the book cover picture or the underlined blue title link below the book cover
to learn more about each book at amazon.com
"Must Reads" for All Customer Service Professionals and Leaders
For Front Line Customer Service Professionals
For Customer Service Leaders