As our world is changing to be solely based online, consumers, business executives and young adults are searching for their answers to problems through social media. Sometimes, those blog posts from our favorite blogger or all the tweets from our favorite Twitter star just doesn’t cut it.
Social media, blogs, online news are all great ways to read up on the most recent CSR (customer service representative) stories, but not all real-life scenarios from companies that aren’t even in the same business sector as you can truly make an impact on your time reading, and then an impact on your team.
Books are always a great escape from the present world, and are also one of the most influential pieces of writing you can experience. Through in-depth research, here are the top five customer service related books that can help you and your team avoid bad experiences, and those bad emails, all together.
(All books are listed in alphabetical order)
Customer Satisfaction is Worthless, Customer Loyalty is Priceless, by Jeffrey Gitomer
When looking for inspiration on how to enhance your customer service team, this book is where you can find it. This book aids in your search for inspiration, without the extra “fluff,” focusing on true service and experience.
Gitomer focuses on the aspect of making an impression. Instead of analyzing every word and working on a technical answer, he emphasizes the truth in making the moments the customer encounters with a CSR memorable beyond their expectations. Even though this may seem like a small gesture or effort from a CSR’s perspective, the impression made on a customer can last forever, and will most likely be shared.When looking for inspiration on how to enhance your customer service team, this book is where you can find it. This book aids in your search for inspiration, without the extra “fluff,” focusing on true service and experience.
Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh, CEO of Zappos.
Zappos, a company with one of the most outstanding customer service teams, has a unique way of hiring and training. Tony Hseih, CEO and author of this book, gives insight to the personal growth of Zappos as a company, and as a team of employees. Hseih also shares his views on hiring and talent, and his view on Zappos’ culture as a team.
The book begins with a journey through Hseih’s work life, from a worm farm, to a pizza business and all the way to Zappos. Great read for a company similar to Zappos!
The Starbucks Experience, by Joseph A. Michelli
In a two-year research project on Starbucks and the magic behind their high coffee prices, Michelli reveals how Starbucks became who they are, and what special elements they used to continue to be a company with consistent customer service, even after their “boom” around the world.
This book is broken up into 5 “Principles,” making this book an easy read, aiding in the reader’s attention span, not adding a greater burden to read longer chapters.
The Thank You Economy, by Gary Vaynerchuk
The Thank You Economy is focused on our new social media world. Social media marketing has become one of the most sought out tasks at work when companies are planning on anything- from a product roll-out, to gathering more customers and also for customer service help.
Now-a-days, a customer can find almost anything about your company online. Vaynerchuk advises you to look beyond the key search words, or “buzzwords,” and focus on the experience. If your team gives nothing but a great impression, aiding the customer in solving the issue, there shouldn’t be anything negative online about your team.
Your Call Is (not that) Important to Us, by Emily Yellin
Yellin is not a customer service expert- in fact she’s a journalist, not a businessperson. This is compensated for her creativity in a case study on how the most prominently known corporate brands execute their customer service.
In today’s society, the Internet and global competition is forcing businesses to take their CSR more seriously. Big companies, especially. Yellin suggests using various methods to conduct service surveys and to find out where the blurred lines exist. She also gives insight about the emotions of a customer who has experienced low quality customer service. With her ideas on how businesses, big or small, can improve their service, your business can use these ideas or customize them to your specific team.