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. [...]
customer service book
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 service. This hefty (408 pages) tome covers a lot of topics. From service selling to help desks, call centers and IT departments. The authors provide help for management to create a customer focused organization. And they offer tactical tips and advice for customer facing employees [...]
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 book is a fast reading one but it has a lot of punch for the price. They start by talking about Service. Not customer service but the true meaning of service, that is, helping others. They help us understand right away, we’re all here to [...]
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 and things you can do right now to improve customer service. And, they cost little to nothing so you really have no excuse to implementing (at least) some of them. I find this book motivational. Gitomer clearly believes what he writes about. He is a [...]
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 customers. The book shares its lessons through Monday morning meetings between this manager and his mentor.
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 treat each other better, every day. I like this book for two reasons.
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 about this. Here’s a great example from his latest book, Tribes:
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 over 40,000 visitors every month. Other authors with books on this list are Ken Blanchard, Jeanne Bliss, Peggy Carlaw and Vasudha K. Deming. Their books are big sellers on Amazon.
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 is only 81 pages long and while I wouldn’t call myself a speed reader, I did finish the book in about 45 minutes. Good observation Glenn. My commitment when writing business books is that they will always be short and to the point. If they [...]
