When it comes to offering exceptional customer service, there can be a lot of moving parts. Sure, some of it might be common knowledge and some of it you may learn from experience, but there’s a lot to be said for learning from the experts. If one of your goals for 2019 is to improve your customer service, opening up a book is a good place to start. We’ve got 4 great ones to get you started.
4 Customer Service Books to Read in 2019
Authors Frances Frei and Anne Morriss make the uncommon argument that you can’t excel in every facet of your business. If you want to excel in customer service, you should be prepared to underperform in one other area of your business. Frei and Morriss argue that customer service will become the ultimate competitive differentiator for businesses, and in order to do it will, your business must prioritize it over areas less important to your customers.
2. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
In this practical book, Shep Hyken offers seven solid strategies for increasing customer satisfaction and loyalty. You’ll find tons of great nuggets of wisdom and ideas that you can implement immediately.
In his third book on business, Jim Collins offers insights about how great companies triumph over time. Collins dissects the actions and successes of several “elite” companies and shares his findings in this knowledge-packed book.
In a sea of department stores, Nordstrom has set the standard for customer satisfaction and become a leader in the customer service world. The Nordstrom Way delves into exactly how they did it, from empowering employees to building a customer-centric brand, you’ll find some powerful insights worth implementing on your own team.
Over to you! Do you have any favorites to add to the list? Let us know what you’re reading.
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