Be Our Guest: Perfecting the Art of Customer Service by The Disney Institute takes readers on a journey into the world of Disney's renowned customer service culture. Drawing from Disney's extensive experience in creating magical experiences for guests, the book shares valuable insights and practical strategies for delivering exceptional customer service.
The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations by Richard S. Gallagher is a practical guide for customer service professionals to effectively deal with difficult customers. The book provides valuable insights into the underlying causes of customer complaints, as well as scripts for handling challenging customer interactions.
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization is a book written by Leonardo Inghilleri and Micah Solomon, two customer service experts with decades of experience working with leading service organisations. In the book, Inghilleri and Solomon provide a step-by-step guide to creating a world-class customer service organisation, based on their extensive research and real-world experience.
Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back, and Tell Everyone They Know by Jeffrey Gitomer is a book that challenges the traditional notion of customer satisfaction and highlights the importance of building customer loyalty. Gitomer argues that customer satisfaction alone is not enough to create long-term success for businesses; instead, organisations should strive to cultivate customer loyalty, which leads to repeat business, positive word-of-mouth, and sustainable growth.
In Verbal Judo: The Gentle Art of Persuasion, George J. Thompson, a former police officer and martial artist, introduces a communication method designed to defuse conflict, improve persuasion, and handle difficult conversations with tact and effectiveness. The book provides strategies for using language to maintain control in tense situations while fostering cooperation and mutual respect. Thompson's approach is based on the idea that words, like martial arts, can be used to redirect aggression and turn conflicts into productive exchanges.
Surrounded by Idiots by Thomas Erikson is a book about understanding different communication and behavioural styles, and how to communicate effectively with people who have different styles than your own. Erikson presents his ideas using the DISC model, which categorizes people into four different communication styles: Dominant, Influencing, Steady, and Conscientious.