Here’s a quick update on two resources to help improve customer service and retention.
First, Frances Frei and Anne Morriss were kind enough to send me a copy of their latest book: UNCOMMON SERVICE. In it they discuss a new model organizations can use to improve customer service and improve loyalty.
I will be reading and reviewing this book in the next few weeks so stop by soon to catch that post. In the meantime you can learn more at their website: Uncommon Service.
The second resource you should look at is a customer service blog called: Service Untitled.
I like this blog because it covers a wide range of topics on how to improve customer service and increase customer loyalty. Some examples:
- Dealing with Angry Customers
- Hiring & Training
- Being Proactive
- Follow Up
And much more than I can list here. Plus, they have an inside peek into Zappo’sv via a series of interviews with top executives, starting with Tony Hsieh. More on that here.
Thanks for stopping by. If you have any customer service training or improvement resources you’d like to share, please post them in the comments below or email me using the CONTACT FORM.