Reading is a favorite way to gather knowledge and learn new perspectives. So, by reading books you can learn much about the state-of-the-art of customer service. After all, there is no better way to learn the trick of the trade than from the experts themselves. And the best way to do so is to read their success stories, philosophies and tricks of the trade.
Fusion CX believes that to make a mark in the customer service field, every call center employee should read more books bynoted customer service experts who have perfected the art of customer service.
There are a number of books in the market that can help our team achieve success. But the trick is to choose the right ones. At Fusion CX, we recommend our employees a handful of books that will help them broaden their horizon and turn them into customer service Jedi.
Here are 6 great books that all customer service leaders must read!!
1) Delivering Happiness: A Path to Profits, Passion, and Purpose
Author: Tony Hsieh
Twitter:@zappos
When to read it? – When you want to know the story of a Customer service wizard
Tony Hsieh is one of the most noted advocates of pulling out all stops when it comes to customer service. His brand Zappos (now a part of Amazon) was often noted for their unparalleled customer service. In this book he explains his mistakes and shares his wisdom from establishing his own online empire. According to many, it is the best customer service book till date.
2) Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
Author: John DiJulius
Twitter:@JohnDiJulius
When to read it? – When you want to improve your customer service skills
Want to know how the companies with exceptional customer service deliver the highest quality customer experience every single time? Secret Service reveals the hidden systems of those few exceptional companies. The book is full of with examples that can be applied to a wide range of industries. The bookprovides a host of practical, realistic ways to turn your customer service from drab to fab with truly memorable customer experiences.
3) The Starbucks Experience
Author: Joseph Michelli
Twitter:@JosephMichelli
When to read it? –When you need a few good ideas
What is almost as popular at Starbucks as their coffee? It’s their customer service that made them one of the world’s “most admired” companies, according to Fortune magazine. In his book, ‘The Starbucks Experience’, Joseph Michelli explains that the success of Starbucks is driven by its employees who brew an unforgettable customer experience for each of their customers, served alongside quality coffee. In his book Michelli points out how businesses can follow the Starbucks way with unforgettable user-friendly ideas.
4) The Thank You Economy
Author: Gary Vaynerchuk
Twitter:@garyvee
When to read it? –When you want to use social media the right way
Social media is not just a tool for the customers that allow them to give their opinions of a brand. Today, businesses too can use the platforms to their benefit and reach their customers offering a personal, one-to-one attention to each of them. In his book Gary Vaynerchuk reveals how a company of any size can use this new age communication tool successfully.
5) Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless
Author: Jeffery Gitomer
Twitter:@gitomer
When to read it? –When you are ready for a higher pursuit
Gitomer in his book claims that the brands aiming for customer satisfaction clearly has the wrong goal in mind. Instead of aiming for customer satisfaction they should be aiming for customer loyalty. It’s potentially beneficial to the brand as it helps them retain their customers and turns them into brand advocates. The result? More business.This book brings you some simple methods in achieving customer loyalty.
And now it is time for an old classic –
6) How to Win Friends and Influence People
Author: Dale Carnegie
Twitter: N/A
When to Read? – Anytime is a good time
Although this book is on dealing with other people is a must-read for anyone in a customer service role. Carnegie’s insights on what drives people and how to use that to make them happy and get what you want are still as relevant as they were in 1937.
Happy reading!
