100 Best Customer Service Books of All Time
We've researched and ranked the best customer service books in the world, based on recommendations from world experts, sales data, and millions of reader ratings. Learn more
Featuring recommendations from Eric Schmidt, Sheryl Sandberg, Malcolm Gladwell, and 288 other experts. 1
You can go after the job you want—and get it!
You can take the job you have—and improve it!
You can take any situation—and make it work for you!
Dale Carnegie’s rock-solid, time-tested advice has carried countless people up the ladder of success in their business and personal lives. One of the most groundbreaking and timeless bestsellers of all time, How to Win Friends & Influence People will teach you:
-Six ways to make people like you
-Twelve ways to win people to your way of thinking
-Nine ways to change people without arousing... more
You can take the job you have—and improve it!
You can take any situation—and make it work for you!
Dale Carnegie’s rock-solid, time-tested advice has carried countless people up the ladder of success in their business and personal lives. One of the most groundbreaking and timeless bestsellers of all time, How to Win Friends & Influence People will teach you:
-Six ways to make people like you
-Twelve ways to win people to your way of thinking
-Nine ways to change people without arousing... more
Dustin MoskovitzSeek to be understood. (Source)
Scott Adams[Scott Adams recommends this book on his "Persuasion Reading List."] (Source)
Daymond JohnI love all the Dale Carnegie books. (Source)
2
You want to learn about the path that we took at Zappos to get to over $1 billion in gross merchandise sales in less than ten years. You want to learn about the path I took that eventually led me to Zappos, and the lessons I learned along the way. You want to learn from all the mistakes we made at Zappos over the years so that your business can avoid making some of the same ones. You want to figure out the right balance of profits, passion, and purpose in business and in life. You want to build a long-term, enduring business and brand. You want to create a stronger company culture, which will... more
Chip Conley[The author] is a wise guy. Sincerely. He’s one of the wisest and most thoughtful business leaders of the modern age. (Source)
Adam JohnstonInspiring case study into building brand and customer service. (Source)
Julie Rice[At SoulCycle] we’re all big fans of [this book]. (Source)
3
"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.
Written in the parable style of The One Minute Manager, Raving Fans uses... more
Written in the parable style of The One Minute Manager, Raving Fans uses... more
Recommended by Vivek Garipalli, and 1 others. Vivek GaripalliShort, simple, highly effective. (Source)
4
The bestselling classic on disruptive innovation, renowned author Clayton M. Christensen.
His work is cited by the world’s best-known thought leaders, from Steve Jobs to Malcolm Gladwell. In this classic bestseller—now updated with a fresh new package—innovation expert Clayton Christensen shows how even the most outstanding companies can do everything right—yet still lose market leadership. Read this international bestseller to avoid a similar fate.
Clay Christensen—who authored the award-winning Harvard Business Review article How Will You Measure Your... more
His work is cited by the world’s best-known thought leaders, from Steve Jobs to Malcolm Gladwell. In this classic bestseller—now updated with a fresh new package—innovation expert Clayton Christensen shows how even the most outstanding companies can do everything right—yet still lose market leadership. Read this international bestseller to avoid a similar fate.
Clay Christensen—who authored the award-winning Harvard Business Review article How Will You Measure Your... more
Jeff BezosBrad Stone's new book, The Everything Store, describes how Bezos developed this strategy after reading another book called The Innovator's Dilemma by Harvard professor Clayton Christensen. (Source)
Steve JobsIt's important that we make this transformation, because of what Clayton Christensen calls "the innovator's dilemma," where people who invent something are usually the last ones to see past it, and we certainly don't want to be left behind. (Source)
Max Levchin[Max Levchin recommended this book as an answer to "What business books would you advise young entrepreneurs read?"] (Source)
5
"The Bible of business and personal productivity" —Lifehack
"A completely revised and updated edition of the blockbuster bestseller from 'the personal productivity guru'"—Fast Company
Since it was first published almost fifteen years ago, David Allen’s Getting Things Done has become one of the most influential business books of its era, and the ultimate book on personal organization. “GTD” is now shorthand for an entire way of approaching professional and personal tasks, and has spawned an entire culture of websites,... more
"A completely revised and updated edition of the blockbuster bestseller from 'the personal productivity guru'"—Fast Company
Since it was first published almost fifteen years ago, David Allen’s Getting Things Done has become one of the most influential business books of its era, and the ultimate book on personal organization. “GTD” is now shorthand for an entire way of approaching professional and personal tasks, and has spawned an entire culture of websites,... more
Dustin MoskovitzPut first things first. (Source)
Tony HsiehGetting Things Done by David Allen. He recently spoke at our Zappos all-hands meeting and gave me a signed copy of his book. (Source)
6
Reveals the behind-the-scenes strategies, principles, and processes of the Disney approach to exceptional customer service, which emphasizes the best ways to provide quality service to one's customers. Reprint. 25,000 first printing. less
7
Gary Vaynerchuk, the New York Times bestselling author and creator of Wine Library TV, is back with a bold and expansive look at the evolution of today's marketplace, revealing the essential factors defining and driving successful relationships between businesses and consumers. In this groundbreaking follow-up to the bestselling Crush It!, Vaynerchuk—one of Bloomberg Businessweek’s “20 People Every Entrepreneur Should Follow”—looks beyond a numbers-based analysis to explore the value of social interactions in building our economy. less
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Here's another management parable that draws its lesson from an unlikely source--this time it's the fun-loving fishmongers at Seattle's Pike Place Market. In Fish! the heroine, Mary Jane Ramirez, recently widowed and mother of two, is asked to engineer a turnaround of her company's troubled operations department, a group that authors Stephen Lundin, Harry Paul, and John Christensen describe as a "toxic energy dump." Most reasonable heads would cut their losses and move on. Why bother with this bunch of losers? But the authors don't make it so easy for Mary Jane. Instead, she's left to... more
Recommended by Simon Sinek, and 1 others. 9
The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example.
--Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admired" list every year the surveys have been taken. Despite its position in the hard-hit retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss... more
--Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admired" list every year the surveys have been taken. Despite its position in the hard-hit retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss... more
Howard SchultzThe Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example. (Source)
J. W. Marriott, Jr.Businesses should use this book as a primer on making and keeping happy, satisfied customers. (Source)
10
Haters are not your problem. . . .
Ignoring them is.
Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.
The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (“haters”) can now express their displeasure faster and more publicly than ever. These trends have resulted in an overall increase in complaints and a... more
Ignoring them is.
Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.
The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (“haters”) can now express their displeasure faster and more publicly than ever. These trends have resulted in an overall increase in complaints and a... more
Recommended by Shep Hyken, and 2 others. Don't have time to read the top Customer Service books of all time? Read Shortform summaries.
Shortform summaries help you learn 10x faster by:
- Being comprehensive: you learn the most important points in the book
- Cutting out the fluff: you focus your time on what's important to know
- Interactive exercises: apply the book's ideas to your own life with our educators' guidance.
11
Meet Fred.
In his powerful new book THE FRED FACTOR, motivational speaker Mark Sanborn recounts the true story of Fred, the mail carrier who passionately loves his job and who genuinely cares about the people he serves. Because of that, he is constantly going the extra mile handling the mail – and sometimes watching over the houses – of the people on his route, treating everyone he meets as a friend. Where others might see delivering mail as monotonous drudgery, Fred sees an opportunity to make a difference in the lives of those he serves.
We’ve all encountered people... more
In his powerful new book THE FRED FACTOR, motivational speaker Mark Sanborn recounts the true story of Fred, the mail carrier who passionately loves his job and who genuinely cares about the people he serves. Because of that, he is constantly going the extra mile handling the mail – and sometimes watching over the houses – of the people on his route, treating everyone he meets as a friend. Where others might see delivering mail as monotonous drudgery, Fred sees an opportunity to make a difference in the lives of those he serves.
We’ve all encountered people... more
12
New York Times bestselling author Donald Miller uses the seven universal elements of powerful stories to teach readers how to dramatically improve how they connect with customers and grow their businesses.
Donald Miller’s StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides readers with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products,... more
Donald Miller’s StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides readers with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products,... more
Dave Ramsey[Dave Ramsey recommended this book on his website.] (Source)
Scott HarrisonSuch a fan of this book. Such great actionable insights for startups and social entrepreneurs. https://t.co/Vfdq3ZJe1f (Source)
Nick LoperI just finished Building a StoryBrand, and need to fill in the worksheets and re-think my homepage as a result. That's the mark of a good business book — homework! (Source)
13
Another extraordinary business fable from the New York Times bestselling author Patrick Lencioni Written in the same dynamic style as his previous bestsellers including The Five Dysfunctions of a Team, Lencioni illustrates the principles of inspiring client loyalty through a fascinating business fable. He explains the theory of vulnerability in depth and presents concrete steps for putting it to work in any organization. The story follows a small consulting firm, Lighthouse Partners, which often beats out big-name competitors for top clients. One such competitor buys out... more
15
Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.
In short, imagine a workplace culture where employees were absolutely obsessed with customer service.
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you’re just beginning your journey, or have been working on culture for years, this handbook will... more
In short, imagine a workplace culture where employees were absolutely obsessed with customer service.
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you’re just beginning your journey, or have been working on culture for years, this handbook will... more
Recommended by Brad Cleveland, and 1 others. Brad ClevelandThough research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works (Source)
16
If you liked "Business Model Generation," you'll love "Value Proposition Design." The sequel builds on the same visual format and practical tools that made the first one so useful. It shows you how to use the Value Proposition Canvas, a practical business tool to design, test, create, and manage products and services customers want. It compliments and perfectly integrates with the Business Model Canvasfrom "Business Model Generation" so you can succeed with great value propositions embedded in scalable and profitable business models.
Practical exercises, process illustrations, and... more
Practical exercises, process illustrations, and... more
Chandini Jain[One of the five books Chandini would you recommend to young people interested in her career path.] (Source)
Ashley HathawayI could probably name a dozen books here, but I’ll point out The Business Model Generation and Value Prop Design from Strategyzer. I steal from these constantly and are engrained in my work process. These books put into practice really taught me how to think. As soon as I saw that everything should have a foundation of empathy, what good user-testing looks like, how to test and iterate it changed... (Source)
17
A new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger Sale
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?
In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head. more
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?
In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head. more
Recommended by Shep Hyken, and 1 others. 
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Your organization - business, church, or nonprofit - will experience unprecedented growth when you close the gap between these two game-changing questions: What are we known for? What do we want to be known for?
In Know What You're FOR, entrepreneur and thought leader Jeff Henderson makes it clear that if we want to change the world with our products or our mission, then we must shift the focus of our messaging and marketing. Rather than self-promoting, we must transform our organizations to be people-centric. This sounds like a... more
In Know What You're FOR, entrepreneur and thought leader Jeff Henderson makes it clear that if we want to change the world with our products or our mission, then we must shift the focus of our messaging and marketing. Rather than self-promoting, we must transform our organizations to be people-centric. This sounds like a... more
20
The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business – any business - depends upon winning and keeping customers.
In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to... more
In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to... more
Tony HsiehAt Zappos, many of our business decisions revolve around the customer. Lee Cockerell understands the importance of a great customer experience and shows you how to Deliver Happiness to your customers. (Source)
Carl SewellThese Rules rule. If you play by these rules you will win. (Source)
Fred WhyteLee Cockerell offers practical, reader friendly suggestions and guidelines which can be implemented immediately to enhance and improve customer service at any company. (Source)
Don't have time to read the top Customer Service books of all time? Read Shortform summaries.
Shortform summaries help you learn 10x faster by:
- Being comprehensive: you learn the most important points in the book
- Cutting out the fluff: you focus your time on what's important to know
- Interactive exercises: apply the book's ideas to your own life with our educators' guidance.
21
Packed with examples and anecdotes, New Sales. Simplified. offers a proven formula for prospecting, developing, and closing deals. No matter how much repeat business you get from loyal customers, the lifeblood of your business is a constant flow of new accounts. With refreshing honesty and some much-needed humor, sales expert Mike Weinberg examines the critical mistakes made by most salespeople and executives and provides tips to help you achieve the opposite results. You’ll learn how to: identify a strategic list of genuine prospects; draft a compelling, customer-focused “sales story”;... more
The Responsive EdgeArguably the best #sales prospecting book on the market. Period. https://t.co/rtCeo2hzNV (Source)
22
The basic premise of Inspired is that the best tech companies create products in a manner very different from how most companies create products. The goal of the book is to share the techniques of the best companies. This book is aimed primarily at Product Managers working on technology-powered products. That includes the hundreds of "tech companies" like Google, Facebook, Amazon, Twitter and the like, as well as the thousands of companies moving to leverage technology (financial companies, media companies, retailers, manufacturers, nearly every industry). Inspired covers... more
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Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more. less
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Discover the secrets of world-class leadership!
When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.
The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented... more
When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.
The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented... more
25
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.
In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. more
In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. more
26
WAKE UP AND SMELL THE SUCCESS! You already know the Starbucks story. Since 1992, its stock has risen a staggering 5,000 percent! The genius of Starbucks success lies in its ability to create personalized customer experiences, stimulate business growth, generate profits, energize employees, and secure customer loyalty-all at the same time. The Starbucks Experience contains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world's most admired companies, according to Fortune magazine. With unique access to Starbucks personnel and... more
27
WARNING: Do Not Read This Book If You Hate Money
To build a successful business, you need to stop doing random acts of marketing and start following a reliable plan for rapid business growth. Traditionally, creating a marketing plan has been a difficult and time-consuming process, which is why it often doesn't get done.
In The 1-Page Marketing Plan, serial entrepreneur and rebellious marketer Allan Dib reveals a marketing implementation breakthrough that makes creating a marketing plan simple and fast. It's literally a single page, divided up into nine squares. With... more
To build a successful business, you need to stop doing random acts of marketing and start following a reliable plan for rapid business growth. Traditionally, creating a marketing plan has been a difficult and time-consuming process, which is why it often doesn't get done.
In The 1-Page Marketing Plan, serial entrepreneur and rebellious marketer Allan Dib reveals a marketing implementation breakthrough that makes creating a marketing plan simple and fast. It's literally a single page, divided up into nine squares. With... more
28
Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer.
Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days(R) after the sale and the interactions the customer experiences.
While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between... more
Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days(R) after the sale and the interactions the customer experiences.
While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between... more
29
Finally available in bookstores, the Portfolio edition of Derek Sivers’s iconic and bestselling manifesto on lessons learned while becoming an entrepreneur
Most people don’t know what they’re doing. They imitate others, go with the flow, and follow paths without making their own.
Best known for creating CD Baby, the most popular music site for independent artists, founder Derek Sivers chronicles his “accidental” success and failures into this concise and inspiring book on how to create a multimillion-dollar company by following your passion.
Sivers... more
Most people don’t know what they’re doing. They imitate others, go with the flow, and follow paths without making their own.
Best known for creating CD Baby, the most popular music site for independent artists, founder Derek Sivers chronicles his “accidental” success and failures into this concise and inspiring book on how to create a multimillion-dollar company by following your passion.
Sivers... more
Timothy FerrissA true manifesto, a guidebook with clear signposts, and a fun ride you'll return to again and again. (Source)
Marvin LiaoMy list would be (besides the ones I mentioned in answer to the previous question) both business & Fiction/Sci-Fi and ones I personally found helpful to myself. The business books explain just exactly how business, work & investing are in reality & how to think properly & differentiate yourself. On the non-business side, a mix of History & classic fiction to understand people, philosophy to make... (Source)
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Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert "satisfied" customers into "loyal" customers. less
Don't have time to read the top Customer Service books of all time? Read Shortform summaries.
Shortform summaries help you learn 10x faster by:
- Being comprehensive: you learn the most important points in the book
- Cutting out the fluff: you focus your time on what's important to know
- Interactive exercises: apply the book's ideas to your own life with our educators' guidance.
31
Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results. By quantifying and examining each phase of the ""Customer Experience Cycle,"" Secret Service... more
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Reinforce your customer service skills!
The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques.
Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport,... more
The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques.
Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport,... more
33
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong--eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service... more
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The lack of personal accountability is a problem that has resulted in an epidemic of blame, victim thinking, complaining, and procrastination. No organization—or individual—can successfully compete in the marketplace, achieve goals and objectives, provide outstanding service, engage in exceptional teamwork, or develop people without personal accountability.
John G. Miller believes that the troubles that plague organizations cannot be solved by pointing fingers and blaming others. Rather, the real solutions are found when each of us recognizes the power of personal... more
John G. Miller believes that the troubles that plague organizations cannot be solved by pointing fingers and blaming others. Rather, the real solutions are found when each of us recognizes the power of personal... more
Recommended by Vincent Pugliese, and 1 others. Vincent PuglieseQuestion: What books would you recommend to young people to be prepared for the future workplaces? Answer: So many! So many by Seth Godin (Linchpin, The Icarus Deception, Purple Cow) Essentialism by Greg McKeown, Deep Work by Cal Newport, The Choice by Og Mandino, Rich Dad Poor Dad by Robert Kiyosaki, The Total Money Makeover by Dave Ramsey, No More Dreaded Mondays and 48 Days To The Work You... (Source)
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Note: This is a second edition. The first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.
Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.
Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should.... more
Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.
Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should.... more
36
This Sunday Times bestseller is a miscellany of hilarious and peculiar bookshop moments: 'Can books conduct electricity?'
'My children are just climbing your bookshelves: that's ok... isn't it?'
A John Cleese Twitter question ['What is your pet peeve?'], first sparked the 'Weird Things Customers Say in Bookshops' blog, which grew over three years into one bookseller's collection of ridiculous conversations on the shop floor.
From 'Did Beatrix Potter ever write a book about dinosaurs?' to the hunt for a paperback which could forecast the next year's weather; and... more
'My children are just climbing your bookshelves: that's ok... isn't it?'
A John Cleese Twitter question ['What is your pet peeve?'], first sparked the 'Weird Things Customers Say in Bookshops' blog, which grew over three years into one bookseller's collection of ridiculous conversations on the shop floor.
From 'Did Beatrix Potter ever write a book about dinosaurs?' to the hunt for a paperback which could forecast the next year's weather; and... more
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Jim Collins, author of Good to Great, co-author of Built to Last: "Horst Schulze created a culture of service that should be a model for all of us. By committing to the highest standards of professionalism - and creating the right systems to achieve them - he inspired thousands to embrace the core ideal of sheer unadulterated excellence. Schulze now shares his story, and his methods, so that the rest of us can be uplifted and taught by the master himself."
Dan Cathy, chairman and CEO, Chick-fil-A: "Horst Schulze's influence on my... more
Dan Cathy, chairman and CEO, Chick-fil-A: "Horst Schulze's influence on my... more
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from Go-Givers Sell More:
The great upside-down misconception about sales is that it's an effort to get something from others. The truth is that sales at its best-at its most effective-is precisely the opposite: it is about giving. Giving time, attention, counsel, education, empathy, and value. In fact, the word sell comes from the Old English word sellan, which means-you guessed it-to give. And curiously, the more you give, the more you receive. Great salespeople are not great because they have mastered "the close," or because they give a dazzling presentation, or... more
The great upside-down misconception about sales is that it's an effort to get something from others. The truth is that sales at its best-at its most effective-is precisely the opposite: it is about giving. Giving time, attention, counsel, education, empathy, and value. In fact, the word sell comes from the Old English word sellan, which means-you guessed it-to give. And curiously, the more you give, the more you receive. Great salespeople are not great because they have mastered "the close," or because they give a dazzling presentation, or... more
39
Let’s face it, dealing with customers isn’t easy. They aren’t always right—or even pleasant—but knowing the right words to use can make all the difference.
Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer.... more
Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer.... more
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It Starts with Clients is a double entendre (actually "triple"): (1) It's about helping people when they are starting out to build a client base in their careers; (2) It affirms that when you start a business, it's best to start with a potential client/customer already in hand; and (3) All business strategy should start from an understanding of the needs of the client/customer. Over the last 20 years Sobel has developed the single most significant, diverse, and widely-read body of work in the world on how to build enduring client relationships--and more generally, on establishing... more
Don't have time to read the top Customer Service books of all time? Read Shortform summaries.
Shortform summaries help you learn 10x faster by:
- Being comprehensive: you learn the most important points in the book
- Cutting out the fluff: you focus your time on what's important to know
- Interactive exercises: apply the book's ideas to your own life with our educators' guidance.
41
The first edition of A Complaint is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied or buried, but are instead valuable pieces of feedback that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled Handling Complaints Directed at You and another new section that turns the tables and discusses how the reader can complain effectively. More relevant than ever in today's constantly connected world,... more
43
Moving to a Subscription Business Model Can Be Hugely Lucrative--But Also Quite Risky. Bestselling Author Robbie Baxter Offers a Step-by-Step Blueprint to Improve Your Odds of Success
Everyone wants to build a business based on the long-term relationship with the customer, but few businesses know exactly how to do it. In The Forever Transaction, Robbie Kellman Baxter tells you how to make the vision a reality. Whether you call it membership, subscription, or true customer-centricity, The Forever Transaction is the handbook you need for making it... more
Everyone wants to build a business based on the long-term relationship with the customer, but few businesses know exactly how to do it. In The Forever Transaction, Robbie Kellman Baxter tells you how to make the vision a reality. Whether you call it membership, subscription, or true customer-centricity, The Forever Transaction is the handbook you need for making it... more
44
By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. The book includes tangible tips and tricks to help readers discover how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the... more
45
Drawing on his experience as a psychiatrist, business consultant, and coach, author Mark Goulston combines his background with the latest scientific research to help readers turn the “impossible” and “unreachable” people in their lives into allies, devoted customers, loyal colleagues, and lifetime friends. Just Listen does this by providing simple but powerful techniques readers can use to really get through to people. You’ll learn how to: make a powerful and positive first impression; listen effectively; make even a total stranger (potential client) feel understood; talk an angry or... more
Recommended by Bill Liao, and 1 others. 46
Twenty-five years ago, Herb Kelleher reinvented air travel when he founded Southwest Airlines, where the planes are painted like killer whales, a typical company maxim is "Hire people with a sense of humor," and in-flight meals are never served--just sixty million bags of peanuts a year. By sidestepping "reengineering," "total quality management," and other management philosophies and employing its own brand of business success, Kelleher's airline has turned a profit for twenty-four consecutive years and seen its stock soar 300 percent since 1990.
Today, Southwest is the safest... more
Today, Southwest is the safest... more
47
"A powerhouse, a classic."--James B. Patterson*, bestselling novelist and former Chairman and Creative Director of J. Walter Thompson, U.S.A., Inc."An invaluable, easy-to-follow blueprint for winning, serving and keeping customers...This book is a must for any business." --Jere W. Thompson, President and CEO, The Southland Corporation
Michael LeBoeuf, one of the nation's foremost business consultants, presents a hard-hitting, action-ready rewards-and-incentives program for creating a winning sales team. This classic no-nonsense guide is completely revised and... more
Michael LeBoeuf, one of the nation's foremost business consultants, presents a hard-hitting, action-ready rewards-and-incentives program for creating a winning sales team. This classic no-nonsense guide is completely revised and... more
48
Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options,... more
50
If you want to know how strong your company's customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee's highest priority, because when it's not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a... more
Don't have time to read the top Customer Service books of all time? Read Shortform summaries.
Shortform summaries help you learn 10x faster by:
- Being comprehensive: you learn the most important points in the book
- Cutting out the fluff: you focus your time on what's important to know
- Interactive exercises: apply the book's ideas to your own life with our educators' guidance.
51
Based on six years of research, Harvard Business School professor Thales Teixeira shows how and why industries are disrupted, and what established companies can do to respond--as well as what potential startups must master if they hope to gain a competitive edge.
As it turns out, there is a pattern to disruption in an industry, whether the disruptor is Uber, Airbnb, or a dozen other startups that have shaken up incumbents and threatened the status quo.
For disruptors to pose a threat to an industry, they have to successfully break the link in choosing,... more
As it turns out, there is a pattern to disruption in an industry, whether the disruptor is Uber, Airbnb, or a dozen other startups that have shaken up incumbents and threatened the status quo.
For disruptors to pose a threat to an industry, they have to successfully break the link in choosing,... more
52
Based on extensive research, 'The Ultimate Question' shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. less
53
When the going's tough, companies that survive will be those that build the greatest loyalty—by exceeding expectations. Yet, too often, companies ignore their customers' needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback.
With new, updated examples from more than fifty companies—from Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.com—this book shows managers how to go from so-so service to amazing service.
In today's market, customer service is a key competitive... more
With new, updated examples from more than fifty companies—from Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.com—this book shows managers how to go from so-so service to amazing service.
In today's market, customer service is a key competitive... more
54
THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME You've heard it a million times: "The customer is always right." But let's face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.
Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words... more
Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words... more
55
"Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioral psychology, any service rep or team can dramatically improve service quality. Great Customer Connections presents a step-by-step program for turning each customer interaction into a peak experience. Adapting scientific research into easy-to-apply practices, the book lets service professionals:
* connect with customers and "speak the language" of each one's unique personality
* use the "secret phrases" that make them feel great
* tell... more
* connect with customers and "speak the language" of each one's unique personality
* use the "secret phrases" that make them feel great
* tell... more
56
Starting a Business QuickStart Guide: The Simplified Beginner's Guide to Launching a Successful Small Business, Turning Your Vision into Reality, and Achieving Your Entrepreneurial Dream
THE ULTIMATE BEGINNER'S GUIDE TO STARTING A BUSINESS IN 2019!
Have you ever dreamt of starting your own business and living life on your terms?
This book shows you EXACTLY what you need to know to stand out from the crowd!
Do you have an idea for an amazing product or service but you aren't sure how to build a business around it?
more
THE ULTIMATE BEGINNER'S GUIDE TO STARTING A BUSINESS IN 2019!
Have you ever dreamt of starting your own business and living life on your terms?
This book shows you EXACTLY what you need to know to stand out from the crowd!
Do you have an idea for an amazing product or service but you aren't sure how to build a business around it?
more
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Hello, I am your customer. Do you see the world like I do? It's simple really. Start with me and everything else follows. Together we can do extraordinary things. Are you ready? 10 building blocks, 30 practical tools, 50 inspirational stories. From Amazon to Banyan Tree, Quintessentially to Zipcars, explore 50 of the world's leading customer businesses. The rise of Air Asia, and the collaboration of Boeing; the segmented focus of Club Med, and the customer vision of Disney; the imagination of Camper, and the desire for the Nintendo Wii; the realism of Dove, and the tribal loyalty of... more
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How to tap the power of social software and networks to build your business In Trust Agents, two social media veterans show you how to tap into the power of social networks to build your brand's influence, reputation, and, of course, profits. Today's online influencers are web natives who trade in trust, reputation, and relationships, using social media to accrue the influence that builds up or brings down businesses online.
The book shows how people use online social tools to build networks of influence and how you can use those networks to positively impact your... more
The book shows how people use online social tools to build networks of influence and how you can use those networks to positively impact your... more
Mark Horvath@chrisbrogan @WileyBusiness @julien awesome - I love that book (Source)
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• Una nueva historia de Ken Blanchard, coautor de El ejecutivo al minuto • Imprescindible para crear una cultura organizacional de atención al cliente A cualquier empresa le gustaría ser reconocida por su excelente calidad de servicio de atención al cliente, sin embargo la mayoría de los clientes consideran que el servicios que reciben es, en el mejor de los casos, aceptable. Las mejores empresas son las que entienden que el servicio al cliente es esencial para tener un negocio boyante. En esta historia narrada por el reconocido Ken Blanchard y dos altas ejecutivas de su empresase pueden ver... more
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Don't have time to read the top Customer Service books of all time? Read Shortform summaries.
Shortform summaries help you learn 10x faster by:
- Being comprehensive: you learn the most important points in the book
- Cutting out the fluff: you focus your time on what's important to know
- Interactive exercises: apply the book's ideas to your own life with our educators' guidance.
61
Apple Stores earn more money per square foot than any other retailer. At the core of Apple's success and intense customer loyalty, however, aren't just "Insanely Great" products, but great people who are informed, empowered, and motivated to deliver an unbeatable customer experience. In The Apple Experience, internationally bestselling author Carmine Gallo details the principles and practices behind this total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service.
Carmine Gallo interviewed... more
Carmine Gallo interviewed... more
62
In today's highly competitive environment, good products and good marketing aren't enough. To succeed, you also need great customer service. Quality service touches our lives in two important ways: the service we give and the service we receive. Customer Service For Dummies, 2nd Edition, brims with hot tips, techniques, and lots of suggestions for giving your customers the kind of service that you yourself would like to receive. This down-to-earth, step-by-step guide fills you in on ways to
Take stock of your customer service strengths and weaknesses Commit to... more
Take stock of your customer service strengths and weaknesses Commit to... more
63
Often the decision between a customer choosing you over someone like you is your ability to know exactly what to say, when to say it, and how to make it count. Phil M. Jones has trained more than two million people across five continents and over fifty countries in the lost art of spoken communication. In Exactly What to Say, he delivers the tactics you need to get more of what you want.
Best-selling author and multiple award-winner Phil M. Jones is highly regarded as one of the world's leading sales trainers. He has trained more than two million people... more
Best-selling author and multiple award-winner Phil M. Jones is highly regarded as one of the world's leading sales trainers. He has trained more than two million people... more
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A treasury of hundreds of quick, practical, and easy-to-read strategies - few are more than a page long - Selling the Invisible will open your eyes to new ideas in this crucial branch of marketing including why focus groups, value-price positioning, discount pricing, and being the best usually fail; the critical emotion that most influences your prospects - and how to deal with it; the vital role of vividness, focus, "anchors, " and stereotypes; the importance of Halo, Cocktail Party, and Lake Wobegon Effects; marketing lessons from black holes, grocery lists, the Hearsay Rule, and the fame... more
Brian BurkhartI love this book. Everyone is a salesperson in some regard. You may not have a product to sell, but you certainly have yourself, your ideas, and your value to sell. Convincing people you, your principles, and your thoughts matter is a never-ending project. In Beckwith’s book—which is about selling services versus widgets—this theory definitely holds up. He also offers up a few profound thoughts... (Source)
Drew McLellanQuestion: What five books would you recommend to young people interested in your career path & why? Answer: Radical Leap by Steve Farber Becoming a Category of One by Joe Calloway Selling the Invisible by Harry Beckwith Killing Marketing by Joe Pulizzi and Robert Rose Waiting for your Cat to Bark by Bryan and Jeffrey Eisenberg The Power of Moments by Chip and Dan Heath (Source)
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Through interviews with past and present Disney employees, some of the business secrets and practices of this vastly successful empire are revealed. less
66
Winning the Service Game details an explicit set of rules by which organizations can meet customer expectations and needs as well as capitalize on customer competencies as a source of competitive advantage. Drawing on an extensive body of research, the authors reveal the important relationships across three tiers in any service organization--customers, front-line workers, and management--and demonstrate how management can ensure that all three tiers work in harmony to produce an environment where employees flourish and customers experience superior service. "A no-nonsense guide interspersed... more
67
Revised and updated for the first time since original publication!
Here is the 200,000-copy staple, praised by Warren Buffett as "a gem ... I wish everyone at Berkshire would follow [Jack Mitchell's] advice--we would own the world."
If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business bestseller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits by... more
Here is the 200,000-copy staple, praised by Warren Buffett as "a gem ... I wish everyone at Berkshire would follow [Jack Mitchell's] advice--we would own the world."
If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business bestseller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits by... more
68
Fish! told the story of a fictional company which transformed itself by applying lessons learned from Seattles famous Pike Place Fish market. Now, with Fish! Tales, readers can learn how real-life businesses and individuals energized their workplaces--and their lives--by implementing the lessons from Fish! Best of all, the book stands on its own for newcomers to the Fish! philosophy. Fish! Tales focuses on diverse companies, such as a bustling Sprint regional customer service center, a quiet neuro-surgical unit at a major hospital, and a brilliant... more
69
The business world seems to have given up on loyalty: many major corporations now lose-and have to replace-half their customers in five years, half their employees in four, and half their investors in less than one. Fred Reichheld's national bestseller The Loyalty Effect shows why companies that ignore these skyrocketing defections face a dismal future of low growth, weak profits, and shortened life expectancy. Reichheld demonstrates the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. He makes a powerful economic case for... more
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A Customer Experience Roadmap to Transform Your Business and Culture
Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.
And it will take years off your learning curve.
Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the... more
Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.
And it will take years off your learning curve.
Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the... more
Don't have time to read the top Customer Service books of all time? Read Shortform summaries.
Shortform summaries help you learn 10x faster by:
- Being comprehensive: you learn the most important points in the book
- Cutting out the fluff: you focus your time on what's important to know
- Interactive exercises: apply the book's ideas to your own life with our educators' guidance.
71
"The bestselling sales classic! Revised and expanded to help you supercharge personal and team performance in today's ultra-competitive sales environment"
""People make buying decisions emotionally and justify them logically.""
That shrewd, timeless insight from the first edition of this bestselling book has become a "no-brainer" among sales professionals. Now "You Can't Teach a Kid to Ride a Bike at a Seminar" comes with new insights, information, and tools every sales leader can use. It combines Sandler's classic, battle-tested advice on driving personal and... more
""People make buying decisions emotionally and justify them logically.""
That shrewd, timeless insight from the first edition of this bestselling book has become a "no-brainer" among sales professionals. Now "You Can't Teach a Kid to Ride a Bike at a Seminar" comes with new insights, information, and tools every sales leader can use. It combines Sandler's classic, battle-tested advice on driving personal and... more
73
What’s the secret to executing complex sales today? As the bestseller The Challenger Sale proved, challenging the customer is the key to success. But it turns out that’s only half the story. It’s not just that you challenge but who you challenge that really matters. To win today, you need a Challenger inside the customer organization.
Picture your ideal customer: collegial, eager to meet with you, and ready to champion your products across the organization. It turns out that’s the last person you should be pitching.
The need to... more
Picture your ideal customer: collegial, eager to meet with you, and ready to champion your products across the organization. It turns out that’s the last person you should be pitching.
The need to... more
Recommended by Marshall Kirkpatrick, and 1 others. Marshall KirkpatrickThis is an amazing book. If you think analyst firms are just pay-to-play and don’t deliver big, objective value, I dare you to read this book. I’m quite confident it will change your mind. It’s challenging everything I thought about change advocacy, content marketing, and sales. https://t.co/VB8mvByK7r (Source)
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As a salesperson, your pipeline is the key to your success. No matter what changes, that remains the same. Top producers prospect—and they do it ALL THE TIME. “But how?” you ask, “In the age of the Internet, isn’t cold-calling dead?”
Now, in his new book, sales expert Mark Hunter shatters costly prospecting myths and eliminates confusion about what works today. Merging new strategies with proven practices, High-Profit Prospecting will help you:
● Find better leads and qualify them quickly
● Trade cold calling for informed calling
●... more
Now, in his new book, sales expert Mark Hunter shatters costly prospecting myths and eliminates confusion about what works today. Merging new strategies with proven practices, High-Profit Prospecting will help you:
● Find better leads and qualify them quickly
● Trade cold calling for informed calling
●... more
76
Mega-bestselling author Ken Blanchard and celebrated business leaders Don Hutson and Ethan Willis present an inspiring story that reveals the secrets to becoming a successful entrepreneur.
In THE ONE MINUTE ENTREPRENEUR, Ken Blanchard (coauthor of the #1 bestselling business classic The One Minute Manager), Don Hutson, CEO of U.S. Learning, and Ethan Willis, CEO of Prosper Learning, tell the inspiring story of one man’s challenges in creating his own business. Through a powerful and engaging narrative, we confront many of the typical problems all entrepreneurs... more
In THE ONE MINUTE ENTREPRENEUR, Ken Blanchard (coauthor of the #1 bestselling business classic The One Minute Manager), Don Hutson, CEO of U.S. Learning, and Ethan Willis, CEO of Prosper Learning, tell the inspiring story of one man’s challenges in creating his own business. Through a powerful and engaging narrative, we confront many of the typical problems all entrepreneurs... more
77
This wise and inspiring book by Leonard Berry, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge: sustaining long-term success.
In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field.
From Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business is not a matter of... more
In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field.
From Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business is not a matter of... more
78
Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls “Zombie Loyalists,” fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue. After all, why should you have to tell the world how amazing you are if you can have your existing customers do it for you? Imagine an army of customers who will do your PR, marketing and advertising, without being asked, each and every time they give you their money. These are Zombie Loyalists. They are ready to buy what you sell,... more
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Despite all the high-tech tools available to salespeople, the most personal method still works best.
Storytelling packs the emotional punch to turn routine presentations into productive relationships. It explains products or services in ways that resonate; it connects people and creates momentum. Stories speak to the part of the brain where decisions are made.
Paul Smith, author of the acclaimed Lead with a Story, shifts his best-selling formula to the sales arena. In Sell with a Story, he identifies the ingredients of the most effective sales stories and... more
Storytelling packs the emotional punch to turn routine presentations into productive relationships. It explains products or services in ways that resonate; it connects people and creates momentum. Stories speak to the part of the brain where decisions are made.
Paul Smith, author of the acclaimed Lead with a Story, shifts his best-selling formula to the sales arena. In Sell with a Story, he identifies the ingredients of the most effective sales stories and... more
Recommended by Robert Hajnal, and 1 others. Robert HajnalI am currently reading Sell with a story - Paul Smith: my goal is to learn how to create a strong story behind a product that I am presenting to the market. (Source)
Don't have time to read the top Customer Service books of all time? Read Shortform summaries.
Shortform summaries help you learn 10x faster by:
- Being comprehensive: you learn the most important points in the book
- Cutting out the fluff: you focus your time on what's important to know
- Interactive exercises: apply the book's ideas to your own life with our educators' guidance.
81
What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers. less
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This is the first book solely dedicated to the history, development, and present-day flowering of Chicana and Chicano visual arts. It offers readers an opportunity to understand and appreciate Chicana/o art from its beginnings in the 1960s, its relationship to the Chicana/o Movement and its leading artists, themes, current directions, and cultural impacts.
Although the word “Chicano” once held negative connotations, students—along with civil rights activists and artists—adopted it in the late 1960s in order to reimagine and redefine what it meant to be Mexican American in the... more
Although the word “Chicano” once held negative connotations, students—along with civil rights activists and artists—adopted it in the late 1960s in order to reimagine and redefine what it meant to be Mexican American in the... more
83
Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn’t an out-of-reach goal. In fact, amazement is a habit that anyone can master—and Shep Hyken knows the tricks to making it your own.
In Be Amazing or Go Home, Shep shares the secrets behind making his motto “Always Be Amazing!” an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game, including: more
In Be Amazing or Go Home, Shep shares the secrets behind making his motto “Always Be Amazing!” an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game, including: more
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The quality of customer experience has become more important in recent times as businesses struggle to differentiate themselves. But what are the emerging trends that businesses should focus on today? The authors explore the growing trends that progressive businesses need to understand to give themselves a competitive advantage. less
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This set of simple techniques, including meditation, breathing exercises, openness, and play--Aiki--leads gently to a reordered state of mind. From overcoming apathy to understanding how conflict doesn't have to mean contest, Aiki turns mind-body integration principles into powerful tools.
less
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In Customer Mania!, Ken Blanchard, one of America's biggest bestselling authors and inspiring business leaders, writes of the key to customer service—creating a people-oriented, performance-driven, customer-first organization.
Customer service is the single most pressing problem for business managers and people in any service or sales operation, especially at the retail level. In fact, many experts believe that you build a business from the customer up. With coauthors Jim Ballard and Fred Finch, Blanchard explains why the customer is the right starting place from which to... more
Customer service is the single most pressing problem for business managers and people in any service or sales operation, especially at the retail level. In fact, many experts believe that you build a business from the customer up. With coauthors Jim Ballard and Fred Finch, Blanchard explains why the customer is the right starting place from which to... more
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Your Best Prospects Are Referred Prospects!
Nobody likes cold calls. And nobody really needs to make them. The Referral of a Lifetime teaches a step-by-step system that will allow anyone to generate a steady stream of new business through consistent, qualified referrals while retaining and maximizing business with existing customers. Tim Templeton emphasizes the importance of applying the golden rule in business--putting the relationship with your customer first, rather than just making the sale.
This second edition adds a technique for creating a profile of your ideal customer... more
Nobody likes cold calls. And nobody really needs to make them. The Referral of a Lifetime teaches a step-by-step system that will allow anyone to generate a steady stream of new business through consistent, qualified referrals while retaining and maximizing business with existing customers. Tim Templeton emphasizes the importance of applying the golden rule in business--putting the relationship with your customer first, rather than just making the sale.
This second edition adds a technique for creating a profile of your ideal customer... more
88
An introvert? Great at sales? YES.
Sales is a skill anyone can learn and master — and introverts are especially good at it once they learn how to leverage their natural strengths.
Introverts aren’t comfortable with traditional tactics like aggressively pushing a product or talking over a customer’s objections. That’s the beauty of The Introvert’s Edge: it doesn’t focus on the sale itself but on a sales system that helps introverts feel sincere instead of sales-y. Powerful and practical, the book reveals how to:
Find natural confidence ● Prepare...
more89
Lead Your Business the Starbucks Way Foreword by Herve Humler, President and COO, The Ritz-Carlton Hotel Company, L.L.C.
One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon--a result of the company's exemplary leadership practices.
Joseph Michelli, author of the Wall Street Journal, USA Today, and BusinessWeek bestseller The Starbucks Experience, explains that the international success of Starbucks begins with a promise: To inspire and... more
One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon--a result of the company's exemplary leadership practices.
Joseph Michelli, author of the Wall Street Journal, USA Today, and BusinessWeek bestseller The Starbucks Experience, explains that the international success of Starbucks begins with a promise: To inspire and... more
90
The lifeblood of your business is repeat customers. But customers can be fickle, markets shift, and competitors are ruthless. So how do you ensure a steady flow of repeat business? The secret—no matter what industry you’re in—is finding and keeping automatic customers.
These days virtually anything you need can be purchased through a subscription, with more convenience than ever before. Far beyond Spotify, Netflix, and New York Times subscriptions, you can sign up for weekly or monthly supplies of everything from groceries (AmazonFresh) to cosmetics (Birchbox)... more
These days virtually anything you need can be purchased through a subscription, with more convenience than ever before. Far beyond Spotify, Netflix, and New York Times subscriptions, you can sign up for weekly or monthly supplies of everything from groceries (AmazonFresh) to cosmetics (Birchbox)... more
Don't have time to read the top Customer Service books of all time? Read Shortform summaries.
Shortform summaries help you learn 10x faster by:
- Being comprehensive: you learn the most important points in the book
- Cutting out the fluff: you focus your time on what's important to know
- Interactive exercises: apply the book's ideas to your own life with our educators' guidance.
91
Make every day a WOW day for your customers, your staff--and your bottom line!
"In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic."
--Eric Ryan, method cofounder and person against dirty
"If you're looking for an inspirational path for creating a likable, trustworthy, and wow! organization, you've hit the mother lode."
--Guy Kawasaki, former chief evangelist... more
"In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic."
--Eric Ryan, method cofounder and person against dirty
"If you're looking for an inspirational path for creating a likable, trustworthy, and wow! organization, you've hit the mother lode."
--Guy Kawasaki, former chief evangelist... more
92
Feel overwhelmed by your thoughts? Struggling with anxiety about your daily tasks? Or do you want to stop worrying about life?
The truth is...We all experience the occasional negative thought. But if you always feel overwhelmed, then you need to closely examine how these thoughts are negatively impacting your lifestyle.
The solution is to practice specific mindfulness techniques that create more "space" in your mind to enjoy inner peace and happiness. With these habits, you'll have the clarity to prioritize what's most important in your life, what no longer serves... more
The truth is...We all experience the occasional negative thought. But if you always feel overwhelmed, then you need to closely examine how these thoughts are negatively impacting your lifestyle.
The solution is to practice specific mindfulness techniques that create more "space" in your mind to enjoy inner peace and happiness. With these habits, you'll have the clarity to prioritize what's most important in your life, what no longer serves... more
94
How do you hire the best support team? What's the best use of social media for support and service? Should we apologize for the inconvenience? The web's leading experts are ready to share our answers and experience with everyone, plus share stories and radical advice for building your own exceptional customer experience. In The Customer Support Handbook, leaders in customer support bring their stories of brand failures, triumphs and best practices for support on the web. Finally, all you need to create your own amazing support team in one handy-dandy manual.
If you're a CEO Or... more
If you're a CEO Or... more
95
Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it's worse when people inside these companies can't pinpoint the problem because they're too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions.
Product and brand managers, marketing specialists, and business owners will learn how experience diagramming... more
Product and brand managers, marketing specialists, and business owners will learn how experience diagramming... more
96
With so many choices available to them, today's customers are smarter and more demanding than ever before, putting repeat business at risk. In order to keep them coming back, you can't just give them good, or even great, customer service...you have to knock their socks off!
Completely updated with all new techniques that will help you successfully work with even the most difficult customers, Delivering Knock Your Socks Off Service provides proven tips and strategies for:
* meeting customers' expectations and satisfying their needs * becoming easier to... more
Completely updated with all new techniques that will help you successfully work with even the most difficult customers, Delivering Knock Your Socks Off Service provides proven tips and strategies for:
* meeting customers' expectations and satisfying their needs * becoming easier to... more
97
The market-leader, Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and... more
99
In today’s Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"—blogs, social networking pages, message boards, product review sites—even a single disgruntled customer can broadcast his complaints to an audience of millions. Blackshaw shows managers, marketers, and business leaders how to establish and maintain credibility for their brand by being authentic, listening and responding to customers, and forming relationships built on openness, transparency, and trust.Filled with stories based on his... more
100
In the tradition of Kitchen Confidential and Waiter Rant, a rollicking, eye-opening, fantastically indiscreet memoir of a life spent (and misspent) in the hotel industry.
Jacob Tomsky never intended to go into the hotel business. As a new college graduate, armed only with a philosophy degree and a singular lack of career direction, he became a valet parker for a large luxury hotel in New Orleans. Yet, rising fast through the ranks, he ended up working in “hospitality” for more than a decade, doing everything from supervising the housekeeping department... more
Jacob Tomsky never intended to go into the hotel business. As a new college graduate, armed only with a philosophy degree and a singular lack of career direction, he became a valet parker for a large luxury hotel in New Orleans. Yet, rising fast through the ranks, he ended up working in “hospitality” for more than a decade, doing everything from supervising the housekeeping department... more
Don't have time to read the top Customer Service books of all time? Read Shortform summaries.
Shortform summaries help you learn 10x faster by:
- Being comprehensive: you learn the most important points in the book
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- Interactive exercises: apply the book's ideas to your own life with our educators' guidance.