Prior to the last decade, before social media took off and exploded on the scene, it was generally understood that a person could work in customer service with minimal learning and training. Organizations were less likely to take their clients for granted as one persons bad experience was generally limited in exposure to that one persons personal network.
Today however there has been a change towards understanding that customer service skills and methods required to serve clients do not come as expected for most businesses and organizations, and that they have to learn to do these things successfully. If as a business you have to improve your skills in customer service, then picking up any of these popular customer service books will start you on the road to becoming known for your reputation, in a good way of course!
Top 10 Customer Service Books that every Business Owner should read
1. The Innovator’s Dilemma: The Revolutionary Book That Will Change the Way You Do Business by Clayton M. Christensen
The author explains the dynamics by which some of the main, most successful businesses in America fail due to “good” management. In his research, businesses that give themselves to serving and listening to their customers the best, place themselves most at risk for future breakdowns as they are beat by smaller upstart competitors with modern technologies.
Generally, the “Innovator’s Dilemma” is a well-written and short book in which the author is able to professionally express a hypothetically complex study on a precisely complex business.
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2. The Fine Print: How Big Companies Use “Plain English” to Rob You Blind by David Cay Johnston
This book confirms few of the worst doubts about huge oil companies, banks, retailers and utilities. The information in this book is good, and can shock most readers. The author does good work on revealing a variety of outrages, cons and fixes in the economy of the United States, and his solutions are creative, but it is really a series of stories.
As the author bares the hidden truth and other facts about the gold diggers in the society, “The Fine Print” is one of the most important popular customer service books that any business owners should read.
3. Raving Fans: A Revolutionary Approach To Customer Service by Ken Blanchard, Sheldon Bowles and Harvey Mackay
There have been a lot of books written on customer service as a topic, but Raving Fans is a real classic. Any person who wants to improve the skills of their customer service team should read this book. Since your customer service reputation can break or make a business; this book gives you the three secrets to creating “raving fans.”
In general, it is full of common sense and simple material, but a great guide on how to treat a customer.
4. Fish! A Proven Way to Boost Morale and Improve Results by Stephen C. Lundin, Harry Paul, John Christensen and Ken Blanchard
The anecdotes told all through “Fish” help to weave a great book into an even better meaning. Originality and eagerness are directly connected to the pleasure of the employees in a workplace. Not only does this book show that thought procedure incorrect, but it is also demonstrates that altering the setting of your workplace is fairly simple.
Fish! has a very good advice for everybody on how to live life on their own terms. This short customer service book is not only for conducting businesses, but for social life as well.
5. Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh
Business owners can benefit a great insight from this book. It is also a wonderful story of several things. It is part of philosophy, autobiography and a huge part for business. Somehow, the author managed to take it all together successfully. I loved this book and think it is the absolute best customer service book available.
“Delivering Happiness” was a great book and very easy to read. It will surely keep your curiosity and still offers great business advice.
6. Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty (J-B Lencioni Series) by Patrick Lencioni
“Getting Naked” is a great read for business owners and service providers who are sick of trying to sell their services in the market. This book is ultimately about the efficiency of being helpless, being kind, and being yourself.
The author just gets it. When you do things because it is your passion, you do not have to sell it to people, as they will seek for you.
7. Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei and Anne Morriss
This book is a superb read for any market analyst of customer experiences, whether they are looking for progress or fundamental overhaul. Even when “Uncommon Service” gets into the weed of “doing it”, you do not really feel like you are in the weed.
This book also stands out among other books as it gives readers with the main insight that allows outstanding service.
8. Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning, Kerry Bodine and Josh Bernoff
This is a research-centered and wonderful book, which does a great work to offer a broad story that is likened up by numerous case researches. So, hypothesis and practice is quite proficiently packed for the reader. “Outside In” is a must-read for any business owner, especially for small-business owners.
It breaks down the customer experience into six disciplines and discussed each one in detail and gives examples as well.
9. The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World by Fred Reichheld and Rob Markey
The author is a professional on the field of loyalty and satisfaction. “The Ultimate Question 2.0” does not go into complicated questionnaires or profound math, but it goes directly to the point. This book can help business owners to know the variety of successful marketing that they can use in their businesses.
The examples used in this book are very useful and interesting, as well as Fred Reichheld makes it so simple that all readers will love.
10. Be Our Guest (Revised and Updated Edition): Perfecting the Art of Customer Service by The Disney Institute and Theodore Kinni
This is one of the best books when it comes management. If you are a business owner and want an achievable, yet imperatively road map to create excellent customer service, look no further than this book. If you are seeking for great methods to develop more of yourself as an owner, this book is definitely perfect.
“Be Our Guest” uses several examples from Disney World and a few other outside examples from other corporations that have found success in these methods.
Skills and management for a better customer service experience are really important in running a business, some might even say it is the most important thing as with no customers you will have no business. Reading these top ten customer service books, you will find moutains of helpful tips and strategies on how to deal with customers effectively and how great customer service can keep them coming back.