Customer Service

The customer is your boss – or at least he or she pays your salary. Better to listen to clients, then, identify and anticipate their needs, and always give a little bit more than expected. They'll pay back your attention.


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Summaries

Real-World Tips & Techniques for the Service Front Lines

Adam Toporek

AMACOM, 2015

8
A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

Jeff Toister

Jeff Toister, 2017

8
The Secrets of Building a Five-Star Customer Service Organization

Leonardo Inghilleri and Micah Solomon

AMACOM, 2010

9
Service Design, Strategy, and the Art of Customer Delight

Thomas A. Stewart and Patricia O’Connell

HarperBusiness, 2016

9
How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

Nick Mehta et al.

Wiley, 2016

8
A Practical Guide to Optimizing the Customer Experience

Ben Reason et al.

Wiley, 2015

8
The most memorable experiences are suffused with emotion – not extra features or value for money.

Stefan Thomke

MIT Sloan Management Review, 2019

7
5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

Joseph Michelli

McGraw-Hill, 2008

7
Hard Business Truths that Will Help You Succeed

Tilman Fertitta

HarperCollins Leadership, 2019

6
The Transformation of Customer Relationships

Steven Van Belleghem

Kogan Page, 2015

7