‘’The customer is always right.’’ We all have heard that before. But the important thing here is to know that it isn’t the only key to make customers happy. There is a ton of philosophies, tools and strategies that customer service professionals can use in order to gain more customers and, even more important, gain loyal customers.
How can you learn all you need to know to make your customers happy? Albert Einstein once said: ‘’The only thing that you absolutely have to know is the location of the library.’’ And that is absolutely true! There are so many opportunities to grow your knowledge! Even better, reading can be done anywhere and requires nothing from you but your time and attention.
There is no better and faster path to create exceptional customer service than by learning from those who have done it successfully before. If you want your business to grow and excel in customer service, this post is for you! We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine.
Take a look at this book list to learn from the experts about customer service and customer success. All of these books contain valuable knowledge for anyone working in the customer service industry, so pick one to get started on improving your knowledge, and become an expert, too.
10 Best Customer Service Books
- Customer Loyalty: How to Earn It, How to Keep It by Jill Griffin
In this revised edition, author Jill Griffin gives practical advice on garnering loyalty from customers. She explains that oftentimes “more thought and preparation goes into how to get the telephone to ring (strategy), than what to do once it rings (execution and implementation).” Chapters are based on key points, including turning first-time buyers into repeat customers, preventing customer loss, and recovering from customer loss. Each chapter offers steps to follow, a succinct summary of main points, and ready-to-use tools for getting started. Customer Loyalty is a comprehensive resource for business people who are looking to improve customer service and satisfaction.
- The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken
Customer service isn’t a department–it’s a philosophy that includes every person and aspect of the best and brightest companies. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. In this sequel to the bestseller The Cult of the Customer, Shep Hyken delivers seven powerful strategies that any organization can implement to create greater customer and employee loyalty.
- Be Our Guest by Disney Institute
Yes, you read well. Disney! Exceeding expectations rather than simply satisfying them is the Disney approach to customer service. During many years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations.
- The Thank You Economy by Gary Vaynerchuk
Gary Vaynerchuk writes here that the era of small courtesies is returning to the business world, now that social media has enabled businesses to communicate more intimately across different channels. He also writes that, if businesses don’t pursue 1:1 customer care and engagement, they’ll lose business to their competitors. This book will teach you about how to use the power of technology to more effectively grow relationships with customers around the world.
- The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value by Frederick F. Reichheld
The business world seems to have given up on loyalty: many major corporations now lose-and have to replace-half their customers in five years, half their employees in four, and half their investors in less than one. Fred Reichheld’s national bestseller The Loyalty Effect show why companies that ignore these skyrocketing defections face a dismal future of low growth, weak profits, and shortened life expectancy. Reichheld demonstrates the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. He makes a powerful economic case for loyalty-and takes you through the numbers to prove it. His startling conclusion: Even a small improvement in customer retention can double profits in your company. The Loyalty Effect will change the way you think about loyalty, profits, and the nature of business.
- What’s the Secret? To Providing a World-Class Customer Experience by John R. DiJulius III
What’s the Secret? gives you an inside look at the world-class customer service strategies of some of today’s best companies. You’ll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can do it too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world’s best customer service providers.
- Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning
Based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage. It starts with the concept of the Customer Experience Ecosystem—proof that the roots of customer experience problems lie not just with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants, lawyers, and programmers, as well as the policies, processes, and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.
- Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know by Jeffery Gitomer
Here are Jeffrey Gitomer’s 3.5 compelling reasons why you and every employee in your company must own this book, must read this book, and must act on the principles of this book:
- It contains a game plan that any customer-serving employee, salesperson, manager, executive, or entrepreneur can enact to ensure loyal customers.
- Any front-line employee can read it and “get it.” Any front-line employee can read it and “do it.”
- Customer Loyalty is the measure of your present and future success.
- Summary: How to Win Friends and Influence People by Dale Carnegie
The #1 Bestselling Summary of “How to Win Friends and Influence People” by Dale Carnegie! Learn how to apply the main ideas and principles from the original book in a quick, easy read!
Originally published in 1936, How to Win Friends and Influence People is perhaps the greatest self-help book of all time. Written by Dale Carnegie, the book contains the most essential principles of social interaction and highly effective techniques for dealing with people.
- The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture by Robert Spector
“Top Ten Business Books For 2017” – Forbes
The fully revised and updated edition of the classic book about Nordstrom’s extraordinary customer service.
In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service.
Which of these books would you like to read?
There are so many customer service books out there! But we are sure that this list is going to give you, and your team, the insights and guidance on the best way to give support to your customers. These ones are pure gold when it comes to building and maintaining an organization committed to customer satisfaction.
Each of these books has a different focus and applies to a different area of the business world, but together they create a cohesive picture of an outstanding support strategy and team.
If you are looking to improve the customer service of your company, Call Center Pros is the solution for your needs. Our streamlined, turnkey call center services are ideal for your company. To learn more about how we can help, fill out our contact form HERE, or call our call center consultants at (800) 789-CALL. We will be happy to help you find the solutions you need.