Searching...
Top 10 Books on Customer Service Excellence
Discover the 10 must-read books that redefine customer service and relationship management for businesses aiming for excellence.
Book Summaries
Negotiating as if Your Life Depended on It
Chris Voss, a former FBI negotiator, shares powerful negotiation techniques that emphasize empathy and understanding, making it essential for anyone in customer-facing roles.
3 Key Takeaways:
- Active Listening: The Foundation of Effective Negotiation
- Tactical Empathy: Understanding and Influencing Emotions
- Calibrated Questions: Guiding Conversations Without Confrontation
The Remarkable Power of Giving People More Than They Expect
Will Guidara, a renowned restaurateur, shares transformative insights on hospitality that extend beyond the restaurant industry, emphasizing the importance of creating memorable experiences for customers.
3 Key Takeaways:
- Unreasonable Hospitality: Going Above and Beyond to Create Memorable Experiences
- The Power of Intentionality in Leadership and Service
- Balancing Excellence and Hospitality in Fine Dining
Taking Control of the Customer Conversation
Matthew Dixon's research-based approach to sales emphasizes teaching and challenging customers, providing a fresh perspective on customer interactions that can drive loyalty.
3 Key Takeaways:
- The Challenger Sale: A New Paradigm in B2B Sales
- The Five Sales Rep Profiles: Identifying the Most Effective Approach
- Teaching for Differentiation: The Core of Challenger Selling
The Transforming Power of Hospitality in Business
Danny Meyer, a celebrated restaurateur, shares his philosophy on hospitality and its profound impact on business success, making it a must-read for leaders in any industry.
3 Key Takeaways:
- Build a culture of enlightened hospitality to create exceptional experiences
- Prioritize stakeholders: employees, guests, community, suppliers, then investors
- Hire for emotional skills (51%) over technical skills (49%)
21 Ways You Can Out-Think, Out-Perform, and Out-Earn the Competition
Jay Abraham offers innovative marketing strategies that can help businesses enhance customer relationships and maximize their potential, making it a valuable resource for entrepreneurs.
3 Key Takeaways:
- Maximize Your Current Resources Before Seeking More
- Develop a Unique Selling Proposition to Stand Out
- Eliminate Risk for Customers to Boost Sales
David H. Maister provides invaluable insights into building trust and effective communication in client relationships, essential for professionals in consulting and advisory roles.
3 Key Takeaways:
- Trust is the foundation of effective client relationships
- Develop key attributes of trusted advisors
- Master the art of listening and understanding
Conquering the New Battleground for Customer Loyalty
Matthew Dixon challenges traditional customer service wisdom, arguing that minimizing customer effort is key to loyalty, making this book essential for service professionals.
3 Key Takeaways:
- Customer service drives disloyalty more than loyalty
- Reduce customer effort instead of delighting customers
- Self-service is preferred, but channel switching causes problems
How to Turn That One-Time Buyer Into a Lifetime Customer
Carl Sewell, a successful businessman, provides practical strategies for building long-term customer relationships, emphasizing the importance of exceptional service and quality.
3 Key Takeaways:
- Ask customers what they want and deliver it consistently
- Implement systems, not just smiles, to ensure quality service
- Underpromise and overdeliver to exceed customer expectations
9 1/2 Things You Would Do Differently
Fred Lee draws on Disney's customer service principles to propose innovative strategies for enhancing patient experiences in healthcare, making it a unique read for service professionals.
3 Key Takeaways:
- Redefine competition to focus on patient experience
- Prioritize courtesy over efficiency in healthcare
- Shift from patient satisfaction to patient loyalty
