Reading a book is a good idea to gain tremendous amount of knowledge from the good and bad experiences of others. Although reading cannot replace the need for actual action when it comes to providing customer support but surely imparts useful lessons about brand creation and the experiences that your customers enjoy and love.
1.) Customer Service for Dummies – Author :Karen Leland
The title of the book says it all. By listening and providing your customers the products and services they need, one can keep his share of the market. This book is a comprehensive guide to your customer support and provides useful insights about the basics of selling ,up selling and customer satisfaction. It is a must have for all sizes of enterprises.
2.) Customer Loyalty: How to Earn It, How to Keep It – Author: Jill D Griffin
If you are a start up or an already established enterprise, you still need to know as to how to go about doing customer service. This bestseller guides you about planning strategies to assure customer loyalty as customer satisfaction does not necessarily equates with continued sales. This book also guides you about winning inactive customers and developing a loyalty driven corporate culture.
3.) The Checklist Manifesto – Author- Atul Gawande
This bestseller shows that a simple idea of a checklist reveals about the complexities of our lives and how we can deal with it.This book focuses on the usage of checklists in the business world and the medical profession and could be well utilized for greater efficiency,consistency and safety.
4.) Chocolates on the Pillow Aren’t Enough: Reinventing The Customer Experience- Author-Jonny Tisch
Tisch being a pioneer in hospitality and travel lays emphasis on making customers feel as important contributors to your company and explains the evolution of customer service in an exemplary manner .This book speaks about building brands,strengthening customer relationships through customization of customer experience ,leveraging technology for achieving security and transparency for your customers. This bestseller quotes examples and lessons from various industry sectors.
5.) Award Winning Customer Service – 101 Ways to Guarantee Great Performance- Author – Renee Evenson
This book offers quick tips to improve and maintain an organization’s customer service.This book is full of practical advice on important topics related to customer support such as effective feedback , motivational and problem solving meetings,follow ups and staying at the top. This bestseller contains 101 effective tips with motivational quotes for customer service and making their customers feel valued.
6.) Unleashing Excellence – The Complete Guide to Ultimate Customer Service Author- Dennis Snow & Teri Yanovitch
This bestseller gives you practical tools and step –by –step guidance customized to the customer service needs of an organization. This book covers the training aspect of your group to achieve customer service excellence by inculcating personal accountability.The latest edition is updated with latest tools and best customer service practices alongwith stories and lessons abouit organizations who have implemented the process described in the book.
7.) The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary – Author- Joseph Mitchelli
The author uses the Starbucks success story to explain the idea of doing great customer service through personalized customer experiences, stimulation of business growth ,profit generation ,energizing the employees and securing customer loyalty.This book is full of real success stories and anecdotes about one of the most talked about companies of the world today.
8.) Raving Fans: A Revolutionary Approach To Customer Service- Author- Ken Blanchard
The author explains the customer environment in the U.S and uses creative techniques to tackle and win over different types of customers. He clearly demonstrates the concept of turning customers into “fans” by instituting effective customer support systems as a constant feature and creating revolution in any workplace.
9.) What’s the Secret: To Providing a World-Class Customer Experience
Author- John Di Julius
This bestseller provides informative insights about the world-class customer service strategies of some of the world’s best companies that drive amazing customer experiences. Filled with the best customer practices, the author teaches you how to emulate the world’s best customer service providers.
10.) The Thank You Economy – Author- Gary Vaynerchuk
This bestseller talks about the human nature of spending on the people you like. This book teaches how to make your customers like you and buy from you. The author clearly defines the evolution of today’s marketplace revealing the essential factors for driving successful relationships between the organizations and their consumers. This book discusses the value of social interactions in building our economy.