To provide exceptional customer service, the best way is to learn from those who have done it before. There are many online and offline courses as well, but let’s accept, no online seller has time for that. The best way is to reach what the experts say and imply the ones that suit your business requirements. There are innumerable things to learn when it comes to customer service. Therefore, it is always good to learn from the experts who have tried and tested the ways to keep their customers satisfied. You might learn it the hard way, but we are here to ease the process for you. In this article, we will be discussing the best service books that are available in the market that would be the right pick for you to provide seamless customer service to your esteemed customers.
What are the best books on customer service?
Reading a book can impart 10 times more knowledge than browsing online. Here are a few best customer service books from our list that can help any ecommerce owner to provide seamless customer services to their customers:
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
The authors of this book, Anne Morris and Frances Frei debate on the point that in order to provide seamless customer service, ecommerce owners need not take any exceptional steps. You read that right. The authors state that not everything can be managed to the bar when it comes to ecommerce business. This book is to encourage all the entrepreneurs to identify the factors that are more valuable to their customers and make sure to focus on such factors. Also, the book insists that you must acknowledge the fact that when focusing on fulfilling your customer requirements, you might have loopholes in some other services. If you are into reading the odds of servicing your customers, this book is your kind.
Customer Satisfaction Is Worthless, Customer Loyalty is Priceless
Jeffrey Gitomer, pens down in his fluff-free book the teachings and challenges on prioritizing customer loyalty more than customer service. Through his book, he shows one of the important assets; “Customer Service Self Evaluation Test”, which can help you determine your strengths and weaknesses in servicing ecommerce customers. If you are to not just read, but test your score, this book must be your pick.
The Thank You Economy
Gary Vaynerchuk’s The Thank You Economy, though written almost a decade ago, is still quite relevant and useful for businesses of all kinds. The author himself is an American entrepreneur and digital marketing expertise who through his book proves that online sellers can achieve success in providing the best customer services by taking a personalized approach rather than plainly focusing on the profits. The author shows his tried and tested ways for businesses to retain more loyal customers, bring in newer customers, increase brand awareness, and acquire some powerful marketing tips. If you are looking for an all-in-one customer servicing book, this book is indeed a great choice.
The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture
Nordstrom is a leading American luxury retail store that is known for providing exceptional customer happiness as compared to the rest of the like. The authors of the book, Robert Spector and BreAnne O. Reeves have written the story behind the success of this retail store. The book empowers self-motivated business people to go beyond the normal to make their customers happy. The important point that is made clear is that you should prioritize in thinking like a customer in order to build a customer-centric business and provide an easy-to-use service to your customers. If you are looking for a real success story for tried and tested customer service tips, this book ranks the highest.
The Best Service Is No Service
Amazon’s former Global Vice President of Customer Service, Bill Price and his consultant, David Jaffe pairs up to provide a foundation to reduce the bad contact with customers. Here, by bad contact, they mean the customers that are not valuable for any of the party. The book offers a Value-Irritant matrix as a powerful tool which is a pivot to the best customer servicing. If you wish to learn the process of removing the extras from your customers’ list and focus on the ones that will be beneficial for them as well as your business, this book is for you.
The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (And Employee) Experience
Shep Hyken, a well-known American customer service expert, had power-packed this book with business models and realistic examples. Every ecommerce businessman will find one or more example and models that can be relatable and beneficial for them. The book is to provide exceptional customer services, irrespective of the stage of business you are at. The author has penned down seven smart strategies to build loyal customers and boost customer retention that works like a one-stop solution for businesses. You can blindly pick this book to give the kind of customer service you always wished to your valuable customers. If you are keenly looking forward to getting the best customer servicing strategies for your ecommerce business, this is the right choice.
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
If you are not aware of the Ritz-Carlton Hotel Company, let us tell you an amazing fact, it is renowned for its quality customer services and every employee of the company is free to spend $2000 per day in order to improve their customer services. This policy and the services offered have helped them build a world-class brand with many loyal customers. The author of this book, Joseph Michelli, writes how other brands can as well create such a strong customer experience by entrusting and employing their employees, redefining the customer experience you wish to provide and leave a mark of your brand for the long run. If you like to read true success stories of leadership principles, this book deserves a place in your shelf.
Hug Your Haters: How to Embrace Complaints and Keep Your Customers
The author of this book, Jay Baer, has written an exceptional way to provide customer services in the modern business world where businesses are not confined to four walls but are spread through social media platforms, emails, chats, and so on. The author asks ecommerce owners to build businesses around such platforms wherein they can get customer reviews, feedbacks, as well as complaints. Baer, through his book, teaches online sellers the art of handling the haters, trolls, while providing ways to measure the productivity of customer service, the impacts of avoiding the customer complaints, and the ways to smartly respond to such complaints across multiple selling channels. If you are worried about the haters you might earn through your services, this book can be of great help in providing seamless customer services.
Customer Loyalty: How to Earn It, How to Keep It
The author of the book, Jill Griffin narrows down to the factors that can potentially affect customer loyalty. The book provides the necessary tactics that can be implemented to take care of such factors and go beyond providing the best customer service. Griffin writes to deliver a straight message that there are no technological advancements to achieve your business growth and gift you a problem-free business solution. Moreover, it is the ecommerce owner that needs to focus on the basic aspects of providing the customer services that are best achieved with a customer-centric approach. If you are kindled by hacks to earn loyal customers for the long run, Jill’s book is a great one to read.
These were a few books picked by professionals that can aid any businessman in providing fruitful customer service to their esteemed customers. Read them, try them, and flourish in your online selling businesses.