5 Must Read Books in Customer Service
A business needs outstanding customer service to thrive and build a rewarding relationship with its customers. Good customer service allows you to retain the loyalty of your customers and even increase your business market share. An article by Retail Touchpoints highlights how consumers are willing to pay up to 16% more for better customer experience.
Here are five books that can help you boost your customer service skills and improve your relationship with your customers.
Customer Loyalty: How to Earn It, How to Keep It
In this book by Jill Griffin, you’ll gain practical advice on how to earn your customer’s loyalty. Griffin will give you insights into how to transform first-time customers into repeat buyers and how to quickly recover from customer loss. In addition, the book provides readers with guides and practical examples for loyalty planning strategies. Business owners who don’t like studying theory, but want real-life applications will certainly pick up a lot from this book.
How to Win Friends and Influence People
Despite being first published in 1937, the lessons you’ll learn from Dale Carnegie’s How to Win Friends and Influence People are still relevant today. With this book, you’ll learn how to handle people, understand what influences them to make certain decisions, and figure out how to get them to agree with your ideas. The concepts you’ll find in this book will teach you the fundamentals of good customer service and how to provide it. Just a word of caution, the examples in this book are a little dated since it was first released more than 80 years ago.
Hug Your Haters: How to Embrace Complaints and Keep Your Customers
Jay Baer’s guide is required reading for all modern businesses and organizations that are exploring the world of e-Commerce and social media. The online marketplace holds a lot of customer experience challenges for today’s businesses. Thankfully, Baer masterfully outlines how customer service organizations can build their empire on today’s digital channels and expertly handle negative online complaints in this book. Furthermore, it will also help you address your online haters, as well as measure customer service productivity in the digital sphere.
The Journey to WOW
If your business is in need of developing fierce customer loyalty, look no further than Shaun Belding’s The Journey to WOW. It will take you through the different problems a business will experience if it fails its customers. In addition, Belding also enumerates and intricately explains the common customer experience challenges that businesses face. By the end of the book, you’ll pick up practical and concrete ideas on how to create a customer-driven culture in your organization.
The Checklist Manifesto by Atul Gawande
Providing good customer service requires an organized system. Modern business leaders fail to grasp the importance of covering all their bases and instead prefer to adapt as they go. However, this concept of acclimating only when necessary does not bode well in the world of customer service. In The Checklist Manifesto, Atul Gawande shares how a simple system like checklists, can help you create a foolproof system in any business aspect or field. If you want to develop your organizational skills and create bulletproof customer service strategies, you should read this book.
– COLLABORATIVE POST –
Patrica P. Lewis is a business consultant who specializes in branding and marketing. And she believes that a huge part of a company’s brand is how they interact with their customers. Recently, she’s been reading more into the customer service industry, which is what sparked the idea for this article.