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Suggested
Reading
Below
you will find our favorite picks for innovative and comprehensive
books on customer service skills. For many more titles relevant
to customer service skills, please visit our more suggested
reading list. We are always improving our library so if
you have any favorite books on customer service skills,
please contact us and let us know and we will review them
for our list.
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Customer
Service: Skills and Concepts for Success, Student Edition
by Robert W Lucas
This revision
of Customer Service: Skills & Concepts for Success features
how-to topics for the customer service professional. It covers
the concepts and skills needed for success in business careers,
including listening techniques, verbal and nonverbal communication,
and use of technology. Emphasis is given to dealing with customer
service problems and how to handle conflicts and stress.
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A
Guide to Customer Service Skills for the Help Desk Professional
by Donna Knapp
This book
addresses the essence of support - people skills. State-of-the-art
tools and technology, and the most efficient processes ever
devised will not guarantee a successful help desk or technical
support organization if the human interaction techniques provided
in this book are not used.
Ms. Knapp
provides every essential skill in a systematic order. She
starts with an excellent, astute discussion on the key elements
of achieving customer satisfaction, then begins the systematic
process of describing how to develop and use the necessary
skills for achieving this goal.
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The
Big Book of Customer Service Training Games
by Peggy Carlaw, Vasudha K. Deming
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.
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Super
Service: Seven Keys to Delivering Great Customer Service...Even
When You Don't Feel Like It!...Even When They Don't Deserve
It!
by Jeff Gee, Val Gee
Satisfy
YOURSELF while satisfying CUSTOMERS. Would you like to be
the kind of customer representative who can...Bring energy
and enthusiasm to every customer encounter? Turn service problems
into opportunities? End each day with a sense of personal
accomplishment and fulfillment? Now you can! This upbeat new
approach to front-line customer service can make your job
as a service provider not only easier but more fun and more
meaningful. Evidence shows that the people who enjoy their
work the most provide the best customer service. Super Service
helps you become a super performer.
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Branded
Customer Service : The New Competitive Edge
by Janelle Barlow, Paul Stewart
Branded
Customer Service breaks new ground with an assertion that
brand equity is built not just through advertising and public
relations, but also through the human exchange of customer
service. Customer relations experts Janelle Barlow and Paul
Stewart have a passion for branding and explain in practical
terms how to take a defined, recognizable brand position and
then make it live through delivery of service. Challenges
to consistency are discussed, as well as the internal promotion
of brands, the reinforcement of brands through staff and customer
interactions, and how to link brands to selling styles and
messages.
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Raving
Fans : A Revolutionary Approach To Customer Service
by Ken Blanchard, Sheldon Bowles
"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.
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How
to Become a Rainmaker: The Rules for Getting and Keeping Customers
and Clients
by Jeffrey J. Fox
Read this
book if you are a salesperson or desire to succeed in private
entrepreneurialship. The first and most important rule is
to give the customer what he/she wants. The authors encourage
readers to treat customers as we would want to be treated-
sort of a golden rule applied to sales. It is important to
discuss a specific appointment time and date in order to gain
access. Salespeople should be attentive to potential "buy
signals". Lastly, "fish where the fish go".
The authors stress that successful sales require that we
socialize with the people who will be making the purchases.
The book is a good value for the price charged.
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Customer
Service for Dummies
by Karen Leland, Keith Bailey, Giles H. Bateman
"An
outstanding guide to the techniques and attitudes required
to provide great customer service." George Gendron, Editor-in-Chief,
Inc. magazine "Provides the key insights into customer
service for the new service revolution." Patrick Deagman,
Vice President, Sun Microsystems, Inc. Praise for Customer
Service For Dummies® "Well-written, fun-to-read….
An excellent book to make those hard-earned marketing dollars
work to your advantage." — Self-Employed America
"Excellent…. Provides lots of step-by-step tips."
— Small Business Opportunities "A ‘must-have’
manual for companies of all sizes — from the sole proprietor
to the largest corporation."
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For
many more titles relevant to the topic of customer service
skills, please visit our more
suggested reading list. |
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