Customer service should be a priority for every company. And even if you’re not actually in the customer service department, “the customer is always right” should still be something you live by. That’s common knowledge, but how do you actually achieve it? Here are six great books on customer service that you’ll need in every job.
6 Customer Service Books You Should Read (and 1 Bonus)
1. Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Frances Frei and Anne Morriss make the argument that if you want to stand out from your competition, customer service is how you set yourself apart. It means you need to weave it into every core decision your company makes and you need to explore how your customers will define, expect, and experience excellence. How can you empower your employees to deliver excellence and how will you get your customers to return the same respect to your employees?
2. The Nordstrom Way to Customer Experience: Creating a Values-Driven Service Culture
Robert Spector and BreAnne O. Reeves’s original book has been revised and updated with interviews with executives and family members to delve deeper into Nordstrom’s legendary customer service. The belief that great customer service allows them to sell more is one of Nordstrom’s core values. This book provides real suggestions for how your company can become the Nordstrom of your industry.
3. How to Win Friends and Influence People
A must-read in any industry, Dale Carnegie’s famous book is time-tested and can help you at work or in your personal life. He instructs readers on giving honest and sincere appreciation, being a good listener, making other people feel important, admitting when you’re wrong, and seeing things from the other person’s point of view.
4. The New Gold Standard: 5 Leadership Principles for Creating Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
The Ritz-Carlton, an organization where every single employee is empowered to spend up to $2,000 per day to improve the customer experience, also has legendary service and here, best-selling author Joseph Michelli shares some of their tips and principles with readers. Some of them include treating employees with the same respect you expect them to deliver to customers, understanding and anticipating customers’ needs and concerns, and driving all that home in extensive employee training.
5. The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
Frederick Reichheld addresses the point that loyalty no longer matters to most companies and because of that, they’re frequently losing customers, employees, and investors. But there’s hope—even the smallest improvement in customer retention can boost profits for your company…by double!
6. Customer Success: How Innovative Companies are Reducing Churn and Growing Revenue
Nick Mehta makes the assertion that your company’s success is a direct result of your customer’s success when they work with you. Enable your customers to realize the value in your products and in returning to your service time after time.
Bonus Book Recommendation!
Check out “Be Our Guest: Perfecting the Art of Customer Service” by Theodore Kinni
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