There are plenty of excellent resources out there on customer service and finding success with customers in your business. Some of the resources include lists, vlogs, podcasts and blogs, but there is something to be said about the purchase of a good book. So many helpful resources for anything you need advice on come in the form of a great book, and the best books on customer service are those that are easy to read. They are also going to help you to really get in depth into a topic of choice. Some books cover customer complaint handling, others focus solely on the language that you should use when dealing with customers.
Best Books On Customer Service
They all have one common theme: they help you to implement the best possible customer service to your business customers. Below, we’ve listed for you five of the best books on customer service that you could offer your staff. Let’s take a look:
The Effortless Experience – Matthew Dixon
When you are looking for a book on customer loyalty, you can’t get better than this one. The Effortless Experience helps you to figure out the best options for establishing the right customer success ideology. This comes highly recommended on many different reading lists, and it teaches the reader how to think more about adding value to the customer experience rather than trying to “delight” the customer. This is a customer service book with a difference in that respect, as it talks less about trying to “wow” customers with sprinkles and diamonds, and more about satisfaction and how to get it.
All customers want from you is their lives made easier, and that is exactly what this book highlights. It talks about doing things every single day, not just as a way to wow them. This book gives you insights into this with the best possible research involved, too.
Nudge: Improving Decisions About Health, Wealth, and Happiness – Richard H. Thaler
Most companies don’t consider that positive psychology can impact their customer service offerings in the best way. With this book, you can use insights from behavioral economics to understand how to offer the best customer service. It’s the study of how humans behave, and when we understand this, we can anticipate the needs of the customer better. With Nudge, you can gain a great introduction into behavioral economics and you can then use these skills when handling customers.
The Ultimate Question: Driving Good Profits and True Growth – Rob Markey
If you aren’t familiar with Net Promoter Score now, you will be by the end of this book! Net Promoter has been changing the way that companies and industry sectors do things, with a new system and ethos that pits against Six Sigma. You can take the time to learn what Net Promoter Score really means and how you can relate it to the success of your business. This customer service book tops the charts for being one that can enable you to improve your operations and do so by pleasing users while motivating staff at the same time. This book gives you all the insight you need for long-term company growth and success with it.
Delivering Happiness: A Path to Profits, Passion, and Purpose – Tony Hsieh
Are you looking for bestselling customer service books? Then you’ve found it! It’s been on a number of different customer service book lists and this book dives into the company Zappos and its positive success story as a business. It talks about how the business was started, why it was started and shares numerous suggestions and takeaways for how you relate to your customers. It’s not a book that teaches you about good customer service, but how a company can grow to success while inspiring them to use customer service techniques to get there. It’s an excellent way to teach you how to do well while looking at the bigger picture.
Too many customer service books give the reader the “what” – what happened, how it worked, what comes next. With this book, Tony Hsieh talks about more than that. He talks about what he did and why, and the “why” can be the most important aspect of the story. You will find yourself reading through the journey of someone else to find the vision that you can implement into your own business practices. You can also end up defining what happiness means for you. It’s an excellent read and not one to be missed when you are looking for more than just a customer service book.
The Happiness Advantage: The Seven Principles of Positive Psychology That Fuel Success and Performance at Work. – Shawn Achor
This book will challenge your ideas and give you an excellent insight into people. When you know how to be happy in your job, you can deliver a better service. Happiness is something that everyone chases, and this book will help you to push the idea that success will lead to lasting happiness. You may never have considered that you’d feel happiness before you hit the success barrier, but it is possible to be happy before you’re successful, and this is what this book talks about.
You can apply the lessons that you learn in the book into every successful situation, but they’re most relevant to customer success. The reason for this is that positivity is one of the skills that is necessary for customer service. It can make a difference to the way that people think about your business and how they feel about the way you handle them, and it can really change the way you do things, too!
Sure, some of the ideas in the book may be a touch on the controversial side, but the fact that they are all backed up by solid research is enough to show you that you can implement positive psychology into your customer service strategies for positive results.
It’s good to have a broad range of customer service books to work with, as when you are able to implement the right strategies into your business, it’ll result in better customer retention and satisfaction.