Books are a great investment, especially for entrepreneurs who constantly need to stay abreast of the newest trends in business.
Great books—especially those written by experts—can provide you a close look on business management, letting you improve your processes.
The same thing goes for customer service. The only real key to enhancing the support you provide customers is to gather new ideas and explore how you could apply them in your strategies. Here are 10 of the best books about customer support that would give you great insights.
1. The Happiness Advantage by Shawn Achor
Positivity is one of the most important skills call center agents must have, as an optimistic vibe can greatly enhance customer interactions.
Through this book, you’ll learn how to create a positive support culture among your team members, thus allowing you to be more productive. Its author, Shawn Achor, has spent years at Harvard University as an advocate of positive psychology. He’s also the person behind a popular TED talk titled The Happy Secret to Better Work.
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2. The Effortless Experience by Matthew Dixon
Together with co-authors Nick Toman and Rick DeLisi, Matthew Dixon explores the secrets behind customer loyalty using extensive research and survey findings. In this book, they proved that delighting customers isn’t the key to loyalty. Rather, they believe that permanently resolving common complaints is what would help brands create an effortless customer experience.
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3. The Starbucks Experience by Joseph Michelli
Starbucks’ worldwide success is largely a result of its stellar customer service. They’re able to personalize people’s experience consistently, which stimulates business growth and increases profits.
The Starbucks Experience contains the main philosophies that made Starbucks a legacy. Business book writer Joseph Michelli also included insightful anecdotes, insider stories, and step-by-step strategies to inspire readers to take their customer service game to a new level.
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4. The Amazement Revolution by Shep Hyken
Speaker and author Shep Hyken works with organizations that want to build great relationships with their customers. In this book, a sequel to his bestseller The Cult of the Customer, Hyken looks at customer support not as a department but as a philosophy.
The Amazement Revolution draws 100 lessons from 50 highly successful companies that demonstrated how these strategies work. From these great examples, Hyken then came up with seven umbrella strategies all brands must focus on to improve the customer experience.
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5. Be Our Guest by Walt Disney Compan
One of the main philosophies presented in this book is that success depends upon an organization’s ability to motivate its people. Be Our Guest, a consolidated account of how Walt Disney delivers customer service, focuses on exemplary employee training as a means of improving their relationships with customers. The book reveals strategies, principles, and processes that brands from all industries will find useful.
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6. Chief Customer Officer 2.0 by Jeanne Bliss
Jeanne Bliss, founder of consultancy firm CustomerBliss and co-founder of The Customer Experience Professionals Association, is known worldwide as an expert on customer experience. In this book, she presents a framework that will advance the way you interact with customers.
Bliss enumerates five key elements that will transform your customer support plus detailed tips on how to embed these into your company’s processes.
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7. Delivering Happiness by Tony Hsieh
In Delivering Happiness, Zappos founder Tony Hsieh tells us about his own entrepreneurial journey. It contains the lessons he learned, the mistakes they made with Zappos, and the principles that shaped Zappos into the brand that it is now.
This book is far from being a self-help resource, which makes it refreshing. It’s up to readers to pick up the best insights they could possibly use to improve their services.
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8. Customer Loyalty: How to Earn It, How to Keep It by Jill Griffin
This book takes a practical approach to explore the factors that affect customer loyalty. It contains plenty of techniques that every entrepreneur can implement in their own businesses. By taking you back to the basics of consumer loyalty, Jill Griffin will make you rethink your current approaches, allowing you to fix the faulty parts.
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9. Start with Why by Simon Sinek
Start With Why isn’t exactly a customer service book, but it offers plenty of fundamental principles everyone in business must ponder on. Author Simon Sinek urges business leaders to think about the “whys” so they can make better decisions, inspire their people, and improve business management.
Using real-life stories, Sinek tells readers what it really takes to lead and mobilize people. You can use plenty of these lessons to improve your organization and its aspects, including customer support.
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10. The Best Service Is No Service by Bill Price & David Jaffe
In The Best Service Is No Service, Bill Price and David Jaffe present ideas that could completely alter your customer care strategies. It shows how managers are taking the wrong approach and using the wrong metrics to measure their competence. Its central principle is that companies must eliminate the need for service to truly satisfy customers.
To help out readers, this book outlines seven major principles to enhance brands’ overall performance and create happy customers.
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