Reading something other than a job description or instruction manual might not automatically seem like a good thing to do before you start a service role. But there are actually quite a few books it’d be worth reading before your next service gig. Enhancing the customer experience, building customer loyalty, and creating customer happiness are all subjects that often pop up when talking about service. Sure you can develop these skills through trial and error and spending lots of time on the job. But it can take awhile to learning how to do these customer-centric things while also completing your service assignment. That’s why getting better at delivering service can be enhanced by a little bit of supplemental reading.
Here some must read books on service:
It’s My Pleasure: The Impact of Extraordinary Talent and a Compelling Culture by Dee Ann Turner
Cultivating good customer relationships is a must when building a service-based business. “It’s My Pleasure” dives into the importance of a business’ talent pool and culture. When the culture of a business is attractive and compelling to great talent, this will help the business become more successful. The business’ workers will be committed to providing great service, and therefore help the business turn customers into fans of the brand. The author was the president of talent for a leading American fast food chain, and her talent selections are what helped build a strong company culture and beloved brand.
The Amazement Revolution by Shep Hyken
This bestseller shows how customer service sets businesses apart from the competition. It’s not about service being left to just a certain department, everyone in the business, no matter what area, should participate in helping provide amazing customer-focused service. Shep Hyken gives readers of his book seven great strategies to help foster both customer loyalty and retain employees.
Delivering Happiness by Tony Hsieh
Zappos, an online shoe retailer, stunned and delighted its customers from the beginning by regularly delivering shoe orders the next day. Even if the shoes were ordered standard delivery, they would arrive before schedule and exceed the customer’s expectations. Tony Hsieh, the CEO of Zappos, explains in this book how companies can develop a culture that values happiness in its offices and employees, and then delivers that happiness to customers.
How to Win Friends and Influence People by Dale Carnegie
“How to Win Friends and Influence People” is most likely the oldest book on this list. First published in 1936, it’s still a bestseller to this day for good reason. The book by Dale Carnegie uses psychology principles to help anyone understand how to handle people well and guide them toward your way of thinking. Dealing with customers and winning them over isn’t always an easy task, especially difficult customers, but the insights Carnegie provides have withstood the test of time and are still relevant today. His ideas of sincerely making the customer feel important and being a good listener can help you go far in service.
Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei and Anne Morriss
Good businesses know that service isn’t only for damage control to address customer complaints. Service shouldn’t just be emphasized when your business is on the defensive, it should be used as an offensive tool to be competitive in your market. Achieving service excellence should be at the core of each operations’ decision a service company makes. When service is used as a business development strategy, it can boost employee productivity and business profitability.
The Purple Cow by Seth Godin
Seth Godin is considered a leading marketing expert. In “The Purple Cow” he explains how businesses should aim to be the purple cow in a field of black, white, brown cows, The “purple cow” is the colorful one that stands out from all the rest of the “cows” in the market by offering service that is exciting, unbelievable, and unique. Having this “purple cow” in all of your service offerings will make people take notice of your company, and make it and your service unforgettable.
The Thank You Economy by Gary Vaynerchuck
Some call it the collaborative economy, sharing economy, or as Gary Vaynerchuck refers to it in the title of his book, “The Thank You Economy.” Whatever you want to call it, this new economy driven by the digital age and technology has made crowdsourced service both possible and popular. On top of this, social media has become a powerful way of creating exposure and providing service. Vaynerchuck discusses how companies can leverage social media and the crowd to create personalized customer relationships.