Today, having excellent customer service is a working approach toward business growth and sustainability for any company. The right customer service books can provide you with knowledge, skills, and insights to change your approach to delivering services, attract loyal customers thanks to positive customer experience, and grow your business overall.
Besides, through immersion in the best customer service books, you can get inside tips from top leaders of customer service and learn their real cases, valuable practices, and working methods to provide superior services and avoid customer service issues.
Such books are not to be read for the sake of learning but as an investment in individual and organizational development. You will be able to understand how best to handle the worst customer situations, minimize customers' efforts, and develop a customer service culture that is consistent with your company values and objectives. They will provide you with the knowledge that can help you master digital communication, create exceptional customer experience, strengthen relationships with customers, and stand out in the customer service industry.
In this article, we are going to discuss the best books in the customer service sphere and how they can help you or your team.
Ready? Then, keep on reading.
The Best Customer Service Books
Undoubtedly, embarking on a journey through the best customer service books offers profound benefits.
Here, we have collected the most obvious ones:
- Enhanced communication skills
Understand how to communicate customer needs effectively without compromising the quality of what you have to offer.
- Improved problem-solving
Find out how to handle customer complaints and transform difficult circumstances into opportunities for customer satisfaction.
- Leadership and team building
Discover how to manage customer service teams and build a supportive organizational culture and successful company.
- Service innovation
Consider innovating your service offerings and delivering top-notch customer services that keep customers coming back.
- Cultivating loyalty
Learn the concept of customer loyalty and its application, which will help build a loyal customer base.
- Professional development
Learn from the successes and failures of leaders in customer service to improve your skills as a customer service consultant and build up your career.
Now, let’s have a look at some of the best customer service books that we’ve selected for you:
Customer Service Books for Enhancing Your Communication Skills
Our first selection of books is designed for those who want to sharpen their skills in dealing with customers, resolving issues with compassion and clarity as well as improving relationships through excellent communication.
If that’s your goal, keep an eye on these books about customer service:
Would You Do That to Your Mother? by Jeanne Bliss
The book by Jeanne Bliss sends a clear message to treat customers with the respect they deserve. Just as if you were dealing with your own mother. It also provides real-life examples of exceptional customer service and gives readers the practical steps they need to take to redesign their culture around empathy and superior service. Furthermore, this book is a gold mine of ideas for developing unique customer interactions.
Be Our Guest: Perfecting the Art of Customer Service by The Disney Institute and Theodore Kinni
This book provides an insider view of the customer service methods employed by one of today's most successful entertainment companies – Disney. The book Be Our Guest goes into detail on how Disney designs out-of-this-world customer experiences and gives useful tips for applying this knowledge to any business. It is a great resource for anyone interested in learning from one of the world's most famous customer service culture companies. If you are one of them, you should definitely give it a try.
Hug Your Haters by Jay Baer
Jay Baer's Hug Your Haters turns the concept of customer complaints on its head, saying that complaints are actually great opportunities to improve. Baer provides actionable guidance on embracing feedback and communicating with detractors, eventually turning them into loyal customers. This book is essential for everyone who wants to pay more attention to customer service skills and learn how to accept criticism and apply it in a positive way.
Customer Service Books for Staff
Continuing our exploration of transformative customer service books, our next section focuses on essential reads for staff members at all levels.
These selections are designed to empower your team with the knowledge and tools needed to excel in their roles, drive customer satisfaction, and contribute to a positive company culture.
The Service Culture Handbook by Jeff Toister
Jeff Toister's guide is a practical manual for leaders looking to apply a customer service culture within their organization. Simply put, The Service Culture Handbook provides actionable strategies for making exceptional customer service a part of every employee's DNA. It's an invaluable resource for staff members eager to contribute to a culture prioritizing customer satisfaction and loyalty.
The Nordstrom Way to Customer Service Excellence by Robert Spector and Patrick D. McCarthy
This book dives into the principles and practices that have made Nordstrom synonymous with outstanding service in the retail industry. Through real-life examples and insights, it illustrates how empowering employees to take ownership of customer satisfaction can lead to unparalleled success. It's a must-read for staff members aiming to elevate their customer service skills to the highest standard.
Customer Service Training 101 by Renee Evenson
Evenson's book is a comprehensive guide to developing essential customer service skills for new and experienced staff members. Customer Service Training 101 covers everything from effective communication to handling customer complaints, making it a necessary tool for anyone in a customer-facing role.
The Zappos Experience: 5 Principles to Inspire, Engage, and WOW by Joseph Michelli
Michelli offers another deep dive into Zappos, a company renowned for its customer service culture. This book outlines the company's five key principles to inspire and engage employees and customers. It's a valuable read for staff members looking to learn from a company that views customer service as the core of its business model.
Customer Service Books: Building and Leading Teams
Our next section highlights customer service books indispensable for managers, team leaders, and business owners. These customer service training books provide insights and strategies for assembling, motivating, and guiding teams toward delivering exceptional customer service.
Leaders Eat Last by Simon Sinek
Simon Sinek's Leaders Eat Last is a compelling exploration of effective leadership that fosters trust, collaboration, and a strong company culture. While not exclusively a customer service book, its principles are crucial for creating an environment where employees feel valued and motivated to provide outstanding service. Sinek's insights into leadership can transform how teams operate, making this an essential read for anyone tasked with guiding a customer service team.
The Customer Rules: The 39 Essential Rules for Delivering Sensational Service by Lee Cockerell
With his decades of experience at Disney, Lee Cockerell shares the universal principles and real-world examples of customer service excellence in The Customer Rules. We can say that this book is a treasure trove of key insights and actionable advice, offering specific rules for improving service delivery and customer satisfaction. It's also a practical step guide for leaders looking to instill a customer-first culture in their teams.
Drive: The Surprising Truth About What Motivates Us by Daniel H. Pink
In Drive, Daniel H. Pink delves into the psychology of motivation and how it can be harnessed to enhance performance and customer satisfaction. This book offers innovative approaches to motivating customer service teams, moving beyond traditional methods to foster a more deeply engaged and customer-focused team. It's a must-read for leaders seeking to understand and improve their team's motivation.
The Five Dysfunctions of a Team: A Leadership Fable by Patrick Lencioni
Patrick Lencioni's book is a classic in the field of team management and leadership. Through a compelling fable, Lencioni outlines the common challenges teams face and provides a roadmap for overcoming them. This book is particularly useful for customer service leaders looking to enhance team dynamics and efficiency, ensuring that the team operates cohesively to deliver exceptional customer service.
Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way by James Merlino
Although focused on the healthcare industry, Service Fanatics by James Merlino offers universal lessons on building a customer-centric culture and leading teams to exceptional service delivery. This book shares the Cleveland Clinic's journey to becoming a world leader in patient care, offering insights that can be applied to any service-oriented industry to improve customer experiences and satisfaction.
Customer Service Writing Books
Progressing to a specialized customer service area, our next section focuses on customer service writing books. These selections are invaluable for anyone responsible for communicating with customers through written mediums - email, social media, or live chat.
The Elements of Email Style: Communicate Effectively via Email by David Angell
In The Elements of Email Style, David Angell offers specific advice for writing professional and effective emails, a vital customer service skill. This book covers everything from the basics of grammar and punctuation to the nuances of tone and clarity, making it a must-read for anyone whose role involves email communication with customers.
Writing That Works; How to Communicate Effectively In Business by Kenneth Roman and Joel Raphaelson
Kenneth Roman and Joel Raphaelson's Writing That Works is a classic guide to effective business writing, offering insights that fully apply to customer service writing. This book provides practical advice on crafting clear, persuasive messages across various formats, including emails, reports, and presentations. Besides, it helps customer service professionals improve their ability to communicate with customers.
Letting Go of the Words: Writing Web Content that Works by Janice (Ginny) Redish
Letting Go of the Words by Janice Redish is a helpful guide for anyone involved in writing for the web. It also emphasizes the importance of creating user-friendly content that enhances the digital customer service experience. This book is especially relevant for customer service professionals managing online interactions, offering strategies for writing content that is both engaging and effective in solving customer issues.
Nicely Said: Writing for the Web with Style and Purpose by Nicole Fenton and Kate Kiefer Lee
Nicole Fenton and Kate Kiefer Lee's Nicely Said is a modern guide to writing clear, friendly, and engaging web content. Tailored for anyone looking to communicate effectively online, this book is particularly useful for customer service representatives who interact with customers through digital channels. It provides valuable insights into crafting messages that convey warmth and empathy, which is crucial for building loyal customers through online interactions.
Books for Cultivating a Customer Service Culture
Shifting our focus to the foundational aspect of cultivating a robust customer service culture within a company, our next section highlights books specifically aimed at leaders, managers, and anyone interested in embedding exceptional service values at the heart of their business practices.
These books provide insights into creating an environment where outstanding customer service is not just an expectation but a natural outcome of the company's ethos.
The Cult of the Customer by Shep Hyken
Shep Hyken's The Cult of the Customer delves into the process of creating an environment where exceptional service flourishes. Hyken illustrates how transforming customer expectations into customer experiences can turn customers into evangelists for your brand. This book is crucial for anyone looking to build a customer-centric culture that drives customer loyalty and success.
Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney by Lee Cockerell
In Creating Magic, Lee Cockerell shares leadership strategies created based on his experience at Disney, a company known for its exceptional customer service culture. This book provides practical advice on how to inspire employees, exceed customer expectations, and create a magical customer experience. It's an essential read for those who aim to lead by example in fostering an environment where exceptional service is the norm.
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken
Shep Hyken explores the link between amazing customer experiences and employee satisfaction in his book The Amazement Revolution. This book provides seven actionable strategies for businesses looking to revolutionize their service delivery and build a culture that prioritizes customer satisfaction and loyalty. It's particularly suited for leaders seeking to implement systemic changes in their approach to customer service.
Who's Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan by Marilyn Suttle and Lori Jo Vest
Who's Your Gladys? focuses on the skills and attitudes necessary to win over even the most challenging customers. Through real-life examples and practical tips, this book teaches the art of turning difficult situations into opportunities for exceptional customer service. It's an excellent resource for anyone looking to enhance their ability to handle customer complaints gracefully and effectively.
The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary by Joseph Michelli
Joseph Michelli's book provides an insider look at how Starbucks, a company with a strong customer service culture, turns everyday interactions into memorable customer experiences. The Starbucks Experience outlines five principles that can be applied to any business looking to elevate its service level. It is one of the best books for customer service and a guide for those wishing to integrate exceptional service practices into their daily operations.
Best Books to Improve Your Customer Service
Each book in this section offers a unique perspective on delivering exceptional customer service, building effective teams, enhancing communication skills, and fostering a culture that prioritizes the customer experience.
The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi
This book presents a counterintuitive yet evidence-backed argument that delighting customers isn’t as important as making their experiences as effortless as possible. Dixon, Toman, and DeLisi provide insights into reducing customer effort, which can significantly improve customer loyalty. Ideal for anyone looking to streamline service processes and make every customer interaction smoother and more satisfying.
Chief Customer Officer 2.0 by Jeanne Bliss
Jeanne Bliss's book is a comprehensive guide for any organization aiming to place customers at the heart of their business strategy. Chief Customer Officer 2.0 provides a five-competency framework companies can use to drive a customer-centric culture systematically. Bliss's experience as a customer service leader offers invaluable lessons on transforming businesses into beloved brands by focusing on customer satisfaction and loyal customers.
Service Design for Business by Ben Reason, Lavrans Løvlie, and Melvin Brand Flu
It's a practical guide to designing services that improve customer experiences in a tangible and measurable way. Service Design for Business helps readers understand how to apply service design processes in their organizations to enhance customer service delivery. This book is particularly useful for professionals eager to innovate their service offers and create exceptional customer experiences through thoughtful design and implementation.
Conclusion
Today, providing exceptional customer service is more critical than ever. That is when the best books on customer service come to the rescue. They offer a wealth of knowledge and insights that can help anyone, from novices to seasoned professionals, achieve excellence in customer service.
We've explored a range of books that cover various aspects of customer service, from communication and team building to leadership and customer service culture. Each book has the potential to transform your approach to customer service, enabling you to create more meaningful interactions, solve problems more creatively, and build stronger relationships with your customers.
As a result, investing time in reading these books and applying their lessons can lead to improved customer satisfaction, enhanced loyal customer bases, and, ultimately, a more successful and fulfilling career in customer service.
Just remember, the journey to exceptional customer service is ongoing, and there's always more to learn and ways to grow. By prioritizing customer service excellence and care of customers, you're not just improving your professional skills; you're contributing to a positive shift in how businesses operate and how they value their most important asset - their customers.
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