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Suggested books to help improve customer service


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If you and your staff deal with difficult, angry and hostile clients, make sure to check out "Defusing Hostile Customers Workbook", the complete learning solution to improve employee skills with difficult customers.

Click on the image below for more information.

Improve customer service for difficult and angry customers. Defusing Hostile Customers Workbook

 

On these pages you will find articles, tips, and advice applicable to those that work in retail, hospitality, service, law enforcement and a number of other organization types. However, if you'd like more, check out The Customer Service Zone where you will find almost a thousand articles on customer service, CRM, and much more. All free.

Top : Customer Service : Suggested Books

Customer Service : Suggested Books

Defusing Hostile Customers Workbook (Public Sector)

 By Robert Bacal - Reader Comment:I have researched countless customer service books, ..to use here at our public institution. Not only is Robert Bacal's material one of the only sources geared specifically to the public sector... one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace! Beginning with a four-part model (or process) for defusing hostile customers, he then goes into countless specific tips that are as practical as they are effective. (Added: 10-May-2001 Hits: 982 )

Best Practices in Customer Service

 By Ron Zemke - The book itself contains 35 chapters written by experts in customer service, and maps out the WHY'S and HOW'S of superior customer service, one of the areas where the competitive advantages are determined. And, while many people forget that SMALL businesses have a greater need to provide excellent top quality service, this is a book for anyone in any industry. (Added: 11-Feb-2002 Hits: 1161 )

At Your Service : Calamities, Catastrophes.. of Customer Service

 By Hal Becker - This obscure book (it isn't little at 200+ pages contains 50 true customer service stories ranging from the wonderful to the "appalling. The content is described as "often hilarious", but the book isn't just entertainment. Each story is accompanied by hints about how the customer service could or should have been handled. (Added: 11-Feb-2002 Hits: 1067 )

Customers.Com: How to Create a Profitable Business Strategy for the Interne

 By Patricia B. Seybold - We've included this for two reasons. One: Service to customers is starting to shift to electronic interactions via the internet, and we need to address that. Second, this is listed as the 25th BEST SELLING BOOK at Amazon.com which is absolutely astounding. (Added: 11-Feb-2002 Hits: 817 )

The Customer Comes Second and Other Secrets of Exceptional Service

 By Hal F. Rosenbluth, Diane McFerrin Peters - A lot of customer service books are written with the wrong assumption in mind - that the customer is always right, which is the biggest load of hooey around. This book is different. It starts with the premise that customer service starts with how employees are treated which is consistent with my own views on customer service. (Added: 11-Feb-2002 Hits: 1082 )

Customer Service : A Practical Approach

 By Elaine Harris - While some books talk about customer service within any industry this book talks about the customer SERVICE INDUSTRY (Added: 11-Feb-2002 Hits: 1193 )

Pages Updated On: 31-Aug-2010 - 13:55:06