customer service book

Customer service book and blog update

February 8, 2012

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 [...]

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Customer Service Book Review: Customer Service for Dummies

August 25, 2009

Customer Service Book Review: Customer Service For Dummies (For Dummies (Business & Personal Finance)) by Karen Leland and Keith Bailey This is a useful nuts and bolts type book. It’s not sexy or shocking in any way. It does what it should:  It offers practical, proven ideas and guidance to help any organization improve customer [...]

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Customer Service Book Review: Super Service

May 27, 2009

Customer Service Book Review: Super Service: Seven Keys to Delivering Great Customer Service… by Jeff Gee and Val Gee If you’re looking for a book with basic, useful, down to earth customer service advice, you should look at this one. It’s a veteran and it’s written by customer service veterans who know their business. This [...]

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Customer Service Book Review: Customer Satisfaction is Worthless, Customer Loyalty is Priceless

May 19, 2009

Customer Service Book Review: Customer Satisfaction is Worthless, Customer Loyalty is Priceless… by Jeff Gitomer This book throws a lot at you. It’s pure Gitomer. And it’s extremely useful, once you get past his “in your face” style. There are several things I like about this book. First, it’s action oriented. It’s full of tips [...]

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Customer Service Book Review: Monday Morning Customer Service

May 14, 2009

  Customer Service Book Review: Monday Morning Customer Service by David Reed and David Cottrell Monday Morning Customer Service tells the story of a a department head who has suddenly been given responsibility for customer service for the entire business. And he was given that because of his passion for delivering a great experience to [...]

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Customer Service Book Review: Choosing Civility

May 7, 2009

Customer Service Book Review: Choosing Civility: The Twenty-five Rules of Considerate Conduct by P.M. Forni After discussing why we don’t treat each other as well as we should and why we should treat each other better, Forni offers 25 rules to help us implement his advice. He gets very specific about the ways we can [...]

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A lesson on changing your organization

December 16, 2008

In my work, I spend a fair amount of time helping people bring change to their companies. That’s what improving customer service is all about. The companies that make a substantial and permanent improvement in how they serve their customers have discovered how to change their organizations. Seth Godin has some useful things to say [...]

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“More Loyal Customers” Selected by Customer Service Manager for Recommended Reading List

August 4, 2008

Just today I learned my latest book “More Loyal Customers” has been selected by Customer Service Manager to be on their Recommended Reading List. Wow! This is cool. Customer Service Manager is an e-magazine for customer service professionals and anyone interested in providing top notch customer service. They are a leading customer Service website with [...]

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Customer Loyalty Book Gets Reviewed on AllBusiness.com

July 22, 2008

Yesterday my latest book was reviewed by Glenn Ross, a writer for the AllBusiness.com website. AllBusiness.com is a busienss information website with several million readers every month. Glenn writes about customer service and customer experience so he felt my book was a natural for him to review. Here are some of his comments: The book [...]

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