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bookcategory: Customer Service

Marilyn Suttle

Every customer oriented business has its own Gladys; someone who demands more than most companies are able or willing to give, one who pushes front line service representatives’ buttons, one who requires a higher degree of skill to manage. One who let’s just say it can be difficult. Yet how is it that some businesses prove able not only to satisfy their ‘Gladys’, but turn her into one of their most loyal, utterly pleased customers? Filled with inspiring real-life case studies, “Who’s Your Gladys?” reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place.

Leo Willcocks

Stress often strikes at inconvenient times, when most stress management techniques would be embarrassingly obvious. Have you ever used yoga poses during a confrontation with a co-worker or your partner? How about going for a walk in the middle of a company meeting?

And how long does the relaxation from a stress relief tip really last?

In DeStress to Success, Leo Willcocks offers powerful tools for immediate and lasting stress relief, during even the most difficult situations. You will learn how to stop stress in the heat of the moment, as well as strategies for staying relaxed. You will discover effective solutions to both resolve and prevent common causes of stress in relationships, the workplace, and finances.

Endorsed by Brian Tracy, Harvey Mackay, Dr William Seidman, Robert G. Allen, Sean Covey, Stephen M. R. Covey, Tom Hopkins, Denis Waitley and many more.

Michael Kerr

Attract and retain top talent, brand your business to stand out from the heard, energize employees, and turn customers into passionate fans. The Humor Advantage is packed with ideas on how you, your team, and your entire organization can put humor to work effectively in any business to get the results you need. The Humor Advantage describes how dozens of companies from around the world have built healthier, more innovative and more service-driven cultures.

Jeanne Bliss

A Customer Experience Roadmap to Transform Your Business and Culture

Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.

And it will take years off your learning curve.
Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers.

1. Manage and Honor Customers as Assets

2. Align Around Experience

3. Build a Customer Listening Path

4. Proactive Experience Reliability and Innovation

5. One Company Accountability, Leadership & Decision Making

Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning.

Monica Wofford

We all have at least one person we wish we could make disappear…without getting in trouble! It’s not magic. It’s proven methods to communicate, mediate, and resolve stressful misunderstandings, happily ever after, and so no one gets fired or mired in continuous conflict. This book will dig deeper than personalities, include the impact of stress, and remind you of the power of your habits, and perceptions, while helping you practice the skills you need to succeed with even the most challenging of co-workers.

Make Difficult People Disappear by Monica Wofford will cause you to laugh at how you engage difficult people and fuel their fire, but more importantly, it will equip you with the ability to no longer perceive them as difficult, no longer spend time treating them with difficulty, and no longer fill your days with the drama that ensues when arguments erupt at the office.

Thom Singer

Some Assembly Required: How to Make, Grow and Keep Your Business Relationships by Thom Singer is based on the premise that people do business with people they know and like. In a world where more and more products and services are commoditized, having the advantage of being liked will become more and more important to career development. The examples given are things that anyone in any profession can do to stand apart from their competition. The strategies presented appear deceptively simple, though they are basic; few professional businesspeople actually follow through and do these things. You must take action to succeed.

Daniel Lubetzky

In Do the KIND Thing, author Daniel Lubetzky shares the revolutionary principles that have shaped KIND’s business model and led to its success, while offering an unfiltered and intensely personal look into the mind of a pioneering social entrepreneur. Inspired by his father, who survived the Holocaust thanks to the courageous kindness of strangers, Lubetzky began his career handselling a sun-dried tomato spread made collaboratively by Arabs and Jews in the war-torn Middle East. Despite early setbacks, he never lost his faith in his vision of a “not-only-for-profit” business—one that sold great products and helped to make the world a better place.

While other companies let circumstances force them into choosing between two seemingly incompatible options, people at KIND say “AND.” At its core, this idea is about challenging assumptions and false compromises. It is about not settling for less and being willing to take greater risks, often financial. It is about learning to think boundlessly and critically, and choosing what at first may be the tougher path for later, greater rewards. By using illuminating anecdotes from his own career, and celebrating some past failures through the lessons learned from them, Lubetzky outlines his core tenets for building a successful business and a thriving social enterprise. He explores the value of staying true to your brand, highlights the importance of transparency and communication in the workplace, and explains why good intentions alone won’t sell products.

Ted Rubin

In today’s digital world it’s all too easy for us as brands and individuals to let our relationship-building muscles atrophy. We get caught up in a multitasking whirlwind of emails, social updates and text messages where it’s easy to let a connection or a conversation fall through the cracks. We’re super-connected, yet somehow disconnected at the same time. This puts us at risk of losing the very relationships that help us prosper as companies and people.

In How to Look People in the Eye Digitally, Ted Rubin re-introduces us to the one-on-one communication skills we’ve forgotten in our rush to new technologies. He shows us how we’ve let social and mobile technologies hold us back, and teaches us new ways to use the people skills we already have to stay connected in an authentic, human way. Through anecdotes from his own experiences as a busy, socially connected executive and single dad, plus examples from brands that are getting it right, Ted inspires new ways to build relationships online that truly grow and prosper.

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Don Crawley

Now in its third edition, The Compassionate Geek by Don Crawley, was written by a tech person for tech people. There are no frills, just customer service best practices and ideas that actually work! Filled with practical customer service tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Each chapter includes a reflection and discussion section to help you improve your customer service skills. There are lots of personal stories and examples of mistakes made and lessons learned. This new edition adds an entire chapter on overcoming personal and professional obstacles. All of the information is presented in a straightforward style that you can understand and use right away. There’s nothing foo-foo, just down-to-earth tips and technical support best practices learned from years of working with technical staff and demanding customers and end users.

Peter Shankman

Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls “Zombie Loyalists,” fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue. After all, why should you have to tell the world how amazing you are if you can have your existing customers do it for you? Imagine an army of customers who will do your public relations, marketing and advertising, without being asked, each and every time they give you their money. These are Zombie Loyalists. They are ready to buy what you sell, respond to your email offers and demand that their friends to do the same.

So how do you get this rabid following? There’s been a lot of lip service given to customer loyalty over the past few years, but most companies still don’t realize that a points program or a slew of untargeted emails simply won’t do it. With so many products and platforms to choose from, amazing customer service is the only differentiator that will truly put you ahead of your competition. Looking at exceptional companies like the Ritz Carlton, Commerce Bank, and Starwood Hotels, as well as smaller businesses to turn their customers into Zombie Loyalists, he shows how you can create your own customer army.

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