Customer Service Training Books
Want to read more about customer service?
Here are several excellent book choices to deepen your knowledge of the industry and learn more skills and techniques to better your operations.
These are the books required for the Customer Loyalty Specialist Designation along with brief descriptions of their relevance.
1. Delivering Knock Your Socks Off Customer Service by Kristen Anderson and Ron Zemke.
Anderson and Zemke give the truth, straight and simple, about truly great customer service and the components of relationship building involved in any interaction. Outlining behaviors and problem solving tactics, their strategies ensure delivery of the highest standard of service every time.
This text is necessary preparation for the CLS, giving a fundamental overview of what excellent customer service should entail, along with the basic measures in how to achieve the ultimate level of service.
2. Building Great Customer Experiences by Colin Shaw and John Ivens. ISBN 1403939497
Ivens and Shaw intricately detail the current industry landscape, offering bold statistics revealing the tendency of many companies to fall drastically short in delivering effective customer service.
The behavioral strategies and specific tactics outlined throughout the book distinctly depict how to reverse this alarming trend and ensure lasting customer relationships.
The abundance of exact information in this text makes it a key resource for the CLS, with a thorough explanation of the detriment organizational-wide behaviors can have on successful relationships. The correlation between these actions and the proven statistical loss of revenue and market share provides direct evidence of the vital role customer service plays within any business.
3. Customer Satisfaction is Worthless, Customer Loyalty is Priceless by Jeffrey Gitomer ISBN:188516730X
Gitomer interlaces real world facts and personal experiences with his tried and true fundamentals of superior customer service. Focusing on the ultimate objective of loyalty, consistent implementation of his attitude adjustments and communication methods ensure realized and value-driven results.
The real-world application and straightforward structure of this piece solidify Gitomer’s expertise as a requirement for the CLS.
4. How to Talk to Customers: Create a Great Impression Every Time With Magic by Diane Berenbaum and Tom Larkin. ISBN: 9780787987527
Focusing on Making A Great Impression on the Customer, (MAGIC), Berenbaum and Larkin explicitly outline how to deliver first-rate service and optimally adjust attitudes and behaviors. This book details how to deal with any customer service scenario with the utmost effectiveness and relationship-building prowess.
The MAGIC book is an important study material for the CLS program as it pieces together the broad spectrum of human emotions and behaviors that are weaved into to the fabric of customer service practices.
Check out these books here.
Here are two other titles, chock-full of useful advice, certainly worth exploring.
The Cult of Customer Service by Shep Hyken
Perfect Phrases for Customer Service by Robert Bacal
Tags: Books on customer service training, books about customer service training, books in customer service training, training books for customer service.
Additional Business Training.com Resources
Tags: books about customer service training, books in customer service training, Books on customer service training, training books for customer service
