Discover the Top 10 Books on Customer Service!

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Do you want to build a thriving business, one that keeps your customers coming back for more? Well, you’re in luck! I’ve gathered a list of the best customer service books out there, written by industry experts. These gems will show you how to take your customer service to the next level, no matter how amazing it already is.

In today’s world, where customers call the shots, developing new skills in customer service is vital. Running a business in the digital age means providing outstanding customer service and creating unforgettable experiences. By diving into these books, you’ll arm yourself with invaluable knowledge that will help you meet and exceed the expectations of today’s consumers.

I’ve got some awesome customer service books for you to check out. These books are packed with tips and tricks to help you become a pro at customer support and take your relationship with your customers to the next level.

Ready for Some Amazing Reads?

1. Would You Do That to Your Mother?

by Jeanne Bliss

As I take you on this journey, there’s one important question that will guide us every step of the way: Would you treat your mother this way? This question serves as our compass, helping us navigate the path to exceptional customer service. But what exactly does it mean to treat your mother well?

Let’s think about the valuable lessons our mothers teach us. They show us how to be kind, compassionate, and considerate. They remind us not to engage in foolish behavior and to always take the high road. And above all, they teach us the importance of putting others before ourselves.

So, let’s apply these principles to our business culture. First and foremost, be the person your mother raised you to be. Show integrity, honesty, and respect to each and every customer. Remember, your actions reflect not only on yourself but also on your company as a whole.

Secondly, don’t make your customers want to wash your mouth out with soap! Avoid rude or disrespectful behavior at all costs. Instead, aim to provide a positive experience that leaves your customers feeling valued and appreciated.

Next, put the needs of others before your own. By prioritizing the satisfaction of your customers, you demonstrate a commitment to their well-being. This not only fosters loyalty but also creates an environment where excellent customer service thrives.

Finally, take the high road and put an end to any shenanigans or dubious practices. Choose honesty, transparency, and fairness in all your interactions. By doing so, you’ll build trust and credibility with your customers, setting the stage for long-term success.

By applying these timeless principles, your company will cultivate a culture that consistently delivers the absolute best in customer service. So, let the journey begin!

Did you know that happy customers are the secret to a successful business? It’s true! So why do so many customer service programs make it so difficult to create a great customer experience? Just think about it – would you treat your own mother that way?

That’s the question this book asks. It’s all about making sure your customer service policies are designed with the customer in mind, not just for your business. In this book, you’ll find inspiring stories and real-life examples from all kinds of businesses, big and small. Plus, you’ll get a step-by-step guide to creating an outstanding customer experience that will help you stand out from your competition.

2. The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists

by Shep Hyken

I want to talk to you about something really cool – when your customers become evangelists for your company. It means you’re doing something right! In my book, I want your company to have a culture that focuses on customers and turns them into customer evangelists. Now, don’t worry – when I say cult, I don’t mean anything bad. I’m talking about a group of people who are really passionate about your company. It’s a good thing! Let me explain.

So, there are five cults that exist in the corporate world. These are different groups of people who are all really into your company. Each cult has its own unique characteristics. And let me tell you, these cults are powerful! They have the ability to make big changes and create loyal customers.

In my book, I talk about lots of real-life examples of companies that have created these cults. They’ve done amazing things to make their customers happy and turn them into evangelists. These case studies show you exactly how they did it, giving you inspiration and ideas for your own company.

Customer experience is more than just a fancy term. It’s actually the best way for small business owners like me to stand out from the crowd. The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers gives me a straightforward and effective strategy to make my customers’ experience go from just okay to absolutely amazing! The book is filled with helpful ideas and tools that anyone, whether they’re part of a big organization or just an individual, can use to create incredible customer experiences. It presents thought-provoking concepts and practical techniques that will turn my satisfied customers into super-loyal fans.

3. What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint

by Nicholas Webb

Let me tell you about an important lesson I learned from this book. It taught me that the hyper-connected economy is transforming how customers think and what they expect from businesses. It’s truly remarkable! But don’t worry, the book also gives us a roadmap on how to stay ahead in this ever-changing landscape. And you know what the best part is? It’s not complicated at all!

The author, Webb, gives us a simple solution by asking two essential questions: What do your customers absolutely love? And what do they absolutely hate? These questions might seem basic, but trust me, finding the answers can unlock the door to success.

To help us along the way, the book provides us with amazing tools and real-life examples. These resources help us understand what drives today’s customers and how we can connect with them on a deeper level. Exciting, right?

Let’s talk about something important. Sure, you can keep going out there and spending your time and money trying to find new customers. But you know what? It’s actually a lot easier to make more sales by focusing on the ones you already have. And how do you do that? Well, the key is in creating an amazing customer experience. Trust me, it works like magic!

Now, let me introduce you to a book that can help you do just that. It’s called What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint. This book will be your guide to understanding what your customers really want and need. It’s like having a secret weapon!

One of the things you’ll learn from this book is how to turn a negative experience into a positive one. Believe me, we’ve all been there. But don’t worry, there’s a way to fix it! It’s all about acknowledging the mistake, listening to your customer’s perspective, and finding a solution. And guess what? It doesn’t end there. You also need to follow up with them. It’s all about making things right!

If you want to know more about What Customers Crave, we’ve got you covered. Check out our review!

4. The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value

by Fred Reicheld

Let me tell you about this awesome book! It really hammers home the idea that loyalty is crucial for a company’s success. Yep, how loyal customers are to a company directly impacts its growth and profits. So, it’s super important for businesses to realize just how valuable it is to cultivate this loyalty. Reicheld goes on to explain why companies that don’t follow these principles are in for a tough time ahead – think slow growth, poor profits, and a shorter lifespan.

I’m the expert who created the powerful Net Promoter Score. It’s a way to measure loyalty and see how it affects profits. In my book, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value, I explore the costs of losing customers and employees. It’s important to understand that when you lose customers and employees, you’re actually losing money. Nowadays, many big companies end up losing and replacing half of their customers in just five years, half of their employees in four years, and half of their investors in less than one year. If you want to boost your profits during tough economic times, this book might have some helpful solutions to offer.

5. How to Gain and Keep Customer Loyalty

by Jill Griffin

When it comes to customer service, loyalty is a key theme that many books explore. This is because companies know that finding and keeping customers is not only expensive, but also time-consuming. In this book, I will share some practical advice on how to make the most of customer loyalty. I will show you how to turn first-time buyers into repeat customers, how to prevent losing customers, and how to recover from customer loss.

This book is widely regarded as one of the best customer service books out there. It offers valuable insights and practical examples that will help you understand how to build lasting relationships with your customers. I will also provide you with helpful guides on creating strategies that will ensure customer loyalty.

So, what does it really mean to have loyal customers? And more importantly, how can you earn that loyalty? Let’s not get too caught up in the nitty-gritty of customer service. Instead, I want to explore the true meaning of loyalty and how you can earn and maintain it within your organization. In her book, Customer Loyalty: How to Earn It, How to Keep It, Jill Griffen takes a practical approach, focusing on real-life applications rather than mere theories. She delves into the distinction between customer satisfaction and loyalty, offering valuable insights on how to turn first-time buyers into loyal repeat customers and how to prevent and recover from customer loss.

6. FRICTION—The Hidden Advantage You Don’t Want to Miss

by Roger Dooley

I’m Roger Dooley, and I want to talk to you about something called Friction. Now, you might be wondering what that even means. Well, let me break it down for you. Friction is basically when you waste time, effort, or money doing something unnecessary. And let me tell you, it’s not good for business.

When you have friction in your organization, it slows things down. It makes tasks take longer than they should, and it can even cost you money. That’s why it’s so important to get rid of it.

Luckily, I’m here to help. I’ve got some great tools and insights that can help you eliminate friction in your business. One of the key things is having honest conversations. When you have open and honest discussions with your team, you can identify areas where there’s friction and find ways to fix them.

Another important factor is company culture. You want to create a culture where everyone can work together smoothly, without any unnecessary obstacles. By building a culture without friction, you can boost productivity and make your business run more efficiently.

So, let’s get rid of that friction and make your business run like a well-oiled machine. Together, we can eliminate those bottlenecks and achieve success!

Every year, I can’t believe how much money we lose in the U.S. economy. Can you guess how much? Try $3 trillion dollars! And you know what’s to blame? Excessive bureaucracy. It’s a big word, but it means there are too many complicated rules and processes getting in the way. One area that’s particularly bogged down by bureaucracy is customer service. You know, when you need help or have a question about a product or service. Running a profitable business means being easy to work with, but sometimes, we make it hard for our customers. It’s like we’re putting up roadblocks. Well, I’m here to tell you about a book that can help us change our ways. It’s called FRICTION―The Untapped Force That Can Be Your Most Powerful Advantage and it will open our eyes to all the ways we can make things easier for our customers.

7. The Laws of Human Nature

by Robert Greene

In my book, I delve into the depths of humanity, exploring its various dimensions through the rich tapestry of history, philosophy, psychology, and wisdom. It is my firm belief that as social creatures, it is crucial for us to gain a deep understanding of not only our own motivations but also those of the people around us. By doing so, we can enhance our ability to navigate the complexities of life and interact with others in a more effective and meaningful way.

Within the pages of this book, you will find a treasure trove of fascinating stories, brimming with heroes and villains from different eras. These tales serve as powerful examples, showcasing how individuals’ inclinations and tendencies can be harnessed for good or ill, and sometimes even both simultaneously.

When it comes to customer service, it’s not just about rules and procedures. It’s about understanding people, and that’s where Robert Greene comes in. Instead of focusing solely on your customers, Greene believes in starting with self-awareness and then expanding your understanding to include others and the human experience as a whole. The Laws of Human Nature is an excellent resource for anyone looking to improve their customer experience and create a service culture that benefits everyone.

8. Tricky Talks: Mastering Important Conversations

by Douglas Stone, Bruce Patton, Sheila Heen

In Difficult Conversations, I’m going to share with you a step-by-step approach that has been proven to help you have those tough conversations with less stress and more success. We all have conversations that we find difficult, whether it’s at work, at home, or anywhere else in our lives. But with the strategies in this book, you’ll be able to navigate those tricky conversations with confidence.

One of the things I’ll teach you is how to start a conversation without getting defensive. It can be hard to hear criticism or feedback without feeling attacked, but I’ll show you how to approach these conversations in a way that fosters understanding and growth. By understanding the underlying structure of every difficult conversation, you’ll be better equipped to address the core issues and find common ground.

This book is filled with real-life examples that you can relate to. You’ll see how the strategies I share can be applied in various scenarios, whether you’re dealing with a difficult customer, a coworker, or even a family member. The lessons in this book are not just for professional situations; they can be applied to any conversation you have.

In today’s world, we have so many ways to communicate, from face-to-face conversations to social media. And that’s why this book is so important. It will give you the tools you need to start every conversation on the right foot, no matter the platform or situation. Whether you’re a manager, a friend, or a parent, Difficult Conversations is a must-have guide for improving your communication skills and achieving better outcomes.

The problem with customer service is that sometimes you have to have tough conversations. No matter what kind of business you run, your employees on the front lines often have to deal with unhappy customers. And it’s not always easy to find a balance between providing excellent customer service and protecting the company from demanding customers. Difficult Conversations: How To Discuss What Matters Most is a helpful book that gives practical advice on how to handle these kinds of situations. The authors draw on fifteen years of research at the Harvard Negotiation Project to give you the best strategies.

9. Never Split the Difference: Negotiating as if Your Life Depended on It

by Chris Voss

Negotiating is a really important skill. If you don’t take the time to learn and become good at it, you might end up making choices that don’t make sense and that you’ll probably feel bad about later. The author gives us some practical advice and steps to follow, which he calls the nine effective principles. One important thing to remember is that instead of just being good at solving problems, we also need to be good at understanding people’s emotions and thoughts. This way, we can see things in a way that makes sense and provide the best possible help to our customers, even when they are mad or unhappy.

Life is all about making deals. From buying a car to sorting out your salary and even dealing with unhappy customers, negotiations are everywhere. But here’s the thing – negotiating is an art, and it requires more than just logic. Never Split the Difference: Negotiating as if Your Life Depended on It takes the art of negotiating to a whole new level with emotional intelligence and clever techniques. And trust me, this book is a game-changer.

10. How to Win People Over: 92 Simple Tricks for Building Strong Relationships

by Leil Lowndes

I’m Leil Lowndes, and I’m here to help you uncover the secret of how some people effortlessly win the love and respect of others. It’s a skill that’s incredibly valuable whether you’re in sales or just looking to climb the ladder at work. And the best part? My book is packed with 92 easy and effective techniques that you can start using right away!

Let’s dive in and discover how to make a killer first impression and build long-lasting relationships. Trust me, you’ll find all the answers you’re looking for in these powerful pages.

With so much of our communication happening online these days, it’s obvious that we all need to improve our communication skills. I highly recommend a fantastic book called How to Talk to Anyone: 92 Little Tricks for Big Success in Relationships that will give you some really practical tips to make a great first impression, master the art of small talk, and handle people with big egos. If you’re shy or feel awkward in social situations, trust me, this is a must-read. It’s not just a book about talking to others; it also helps you unleash your true potential.

Need more business info on customer service?

If you’ve already read all the business books on your list or if you’re just looking for more helpful resources, don’t worry, I’ve got you covered. Check out these awesome free resources I’ve found that have some great advice and tips on customer service. Let’s start with our customer satisfaction page.

Customer Service

I’m going to talk about customer service, which is like a mix of art and science. There are many different ways to help your customers, and it depends on what kind of business you have and who your customers are. You need to think about these things when deciding how to provide customer service. Once you have a plan, you can put together a team and start giving great customer service.

What customers think

In today’s world, everyone is always connected with social media and company websites. That means the way customers feel about your business is really important. If someone has a bad experience and they post about it online, lots of people might see it and it could hurt your brand. That’s why you need to make sure every customer has a good experience every time they buy something or talk to someone from your business.

Getting customers to keep coming back

In the books I’ve read, they all emphasize how crucial customer loyalty is for a business. And when it comes to building long-term customer loyalty, it becomes even more essential. As a business owner, understanding how to recognize a loyal customer, implementing a loyalty program, and reciprocating that loyalty are all vital.

Providing Outstanding Customer Service

I’ve come across numerous instances of exceptional customer service, and let me tell you, when businesses deliver it, customers can’t help but sing their praises on social media and other platforms. The books listed here are full of innovative ideas and solutions to help you establish and enhance your customer service journey. But aside from reading, there are other resources available to continuously improve your customer service as consumer habits and behaviors evolve.