Welcome to Summaries, Books Summarised!

Complaint Management Excellence: Creating Customer Loyalty through Service Recovery by Sarah Cook is a comprehensive guide that explores the importance of effectively managing customer complaints and using service recovery as a means to build customer loyalty. Cook provides valuable insights, practical strategies, and actionable techniques to help organisations handle complaints with excellence.

The Like Switch: An Ex-FBI Agent's Guide to Influencing, Attracting, and Winning People Over by Jack Schafer and Marvin Karlins is a practical guide to building rapport and trust in a variety of situations. Drawing on his experience as an FBI agent, Schafer provides insights into human behaviour and communication that can be applied in business, social, and personal relationships.

The Charisma Myth by Olivia Fox Cabane is a book that offers readers a comprehensive guide to developing and cultivating charisma. Cabane argues that charisma is not an innate quality that some people are born with, but rather a set of learned behaviours and practices that anyone can acquire with time and effort.

Customer Service Training 101: Quick and Easy Techniques That Get Great Results by Renee Evenson is a comprehensive guide that equips readers with practical techniques to enhance their customer service skills and deliver exceptional experiences. The book offers actionable strategies, tips, and insights for individuals and teams seeking to improve their customer service performance.

Customer success is an emerging field that is rapidly gaining traction as more and more businesses recognise the importance of retaining customers and fostering long-term relationships. In the book "Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue," authors Nick Mehta, Dan Steinman, and Lincoln Murphy provide a comprehensive guide to this exciting new field, offering insights and strategies for companies looking to reduce churn and build long-term customer relationships.