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Best Customer Service Books that Should be on Your Bookshelf

Until you’ve consumed all of the best Customer Service books, can you even claim to be a true fan?

1. The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service (2017)

Best Customer Service Books that Should be on Your BookshelfImagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.In short, imagine a workplace culture where employees were absolutely obsessed with customer service.The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you’re just beginning your journey, or have been working on culture for years, this handbook will…
Author(s): Jeff Toister

2. Customer Service Tip of the Week: Over 52 ideas and reminders to sharpen your skills (2018)

Best Customer Service Books that Should be on Your BookshelfReinforce your customer service skills! The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques. Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport, exceed customer expectations, and solve tough problems. Customer service…
Author(s): Jeff Toister

3. Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results (2012)

Best Customer Service Books that Should be on Your BookshelfLet’s face it, dealing with customers isn’t easy. They aren’t always right–or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the…
Author(s): Renee Evenson

4. Loose Leaf for Customer Service: Skills for Success (2018)

Best Customer Service Books that Should be on Your BookshelfRecipient of the 2017 Textbook and Academic Authors Association’s Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas, now in its seventh edition, is the top-selling customer service textbook in the United States. Lucas addresses real-world customer service issues and provides a variety of updated resources, activities, examples, and tips from active professionals in the industry to gain and hold readers’ interest while providing insights into the concepts and skills related to customer service.The text begins with a macro view of what customer service involves today…
Author(s): Robert W. Lucas

5. The Big Book of Customer Service Training Games (Big Book Series) (1998)

Best Customer Service Books that Should be on Your BookshelfHelp your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of these exercises, employees will learn how to create a rapport with the customer, how to focus on the unique needs of individual customers, how to maintain a positive attitude, and more….
Author(s): Peggy Carlaw, Vasudha K. Deming

6. Customer Service Training 101: Quick and Easy Techniques That Get Great Results (2017)

Best Customer Service Books that Should be on Your BookshelfIf their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as “uninformed,” “rude,” “hot-tempered,” “uncaring”? For your customer, nothing else represents your business more than your employees; therefore, for you nothing should be more important than arming these essential employees with the knowledge and skills they need to find the best solution for each and every customer.Whether you’re a manager, owner, or employee, Customer Service Training 101 is the training manual you need to give your employees…
Author(s): Renee Evenson

7. The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations (2013)

Best Customer Service Books that Should be on Your BookshelfBy providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. The book includes tangible tips and tricks to help readers discover how to lean into criticism, how to avoid trigger phrases that can make bad situations…
Author(s): Richard Gallagher

8. Extra Mile: 500 Customer Service Tips for Success: Tools to Attract, Satisfy, & Retain Even the Most Difficult Customer (2015)

Best Customer Service Books that Should be on Your BookshelfThe Comprehensive Guide to Customer Service For The 21st Century Even the most successful companies need their customers happy and keep coming back for more. Whether you’re just starting your business and want to lock up great customer service procedures, or you’re an established company looking to revamp your customer service to answer new market needs, this is the resource for you. Unlike other books, brimming with irrelevant and outdated information, Extra Mile offers: • 500 essential tips, divided into eight parts, including: Real-Life Scenarios, Crisis…
Author(s): Tycho Press

9. Customer Service Skills for Success – Standalone Book (2014)

Best Customer Service Books that Should be on Your BookshelfNOTE: This book is a standalone book and will not include any access codes. Recipient of the 2017 Textbook and Academic Authors Association’s Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the United States.Customer Service Skills for Success 6e addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the industry to gain and hold readers’ interest while providing insights into the concepts and…
Author(s): Robert W. Lucas

10. Thanks for Coming in Today: Creating a Culture Where Employees Thrive & Customer Service is Alive (2018)

Best Customer Service Books that Should be on Your BookshelfBy providing your customers and guests with an unforgettable experience, your business can build customer loyalty and gain an edge over your competition. But what most managers forget is that great customer service starts with happy employees. To take your organization to the next level, you need to work from the inside out. In Thanks for Coming In Today, Charles Ryan Minton, president of CRM Hospitality and Consulting, shows you how to build and retain an all-star customer service team by establishing an environment in which employees can thrive. He explains how to empower your staff so that they can turn complaints into kudos,…
Author(s): Charles Ryan Minton

Best Customer Service Books that Should be on Your Bookshelf

We highly recommend you to buy all paper or e-books in a legal way, for example, on Amazon. But sometimes it might be a need to dig deeper beyond the shiny book cover. Before making a purchase, you can visit resources like Genesis and download some customer service books mentioned below at your own risk. Once again, we do not host any illegal or copyrighted files, but simply give our visitors a choice and hope they will make a wise decision.

Introduction to Deep Learning Business Applications for Developers: From Conversational Bots in Customer Service to Medical Image Processing

Author(s): Armando Vieira, Bernardete Ribeiro
Publisher: Apress, Year: 2018, Size: 6 Mb, Download: pdf
ID: 2216392

Socio-economic perspectives on consumer engagement and buying behavior

Author(s): Kaufmann, Hans Ruediger; Panni, Mohammad Fateh Ali Khan
Publisher: Business Science Reference, Year: 2017, Size: 9 Mb, Download: pdf
ID: 1704763

The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture

Author(s): Robert Spector, breAnne O. Reeves
Publisher: Wiley, Year: 2017, Size: 1 Mb, Download: epub
ID: 2100933

Customer Service Training 101: Quick and Easy Techniques That Get Great Results

Author(s): Renee Evenson
Publisher: AMACOM, Year: 2017, Size: 1 Mb, Download: pdf
ID: 2159018

Services Marketing: Integrating Customer Focus Across the Firm

Author(s): Valarie A. Zeithaml; Dwayne D. Gremler; Mary Jo Bitner
Publisher: McGraw-Hill Education, Year: 2017, Size: 22 Mb, Download: pdf
ID: 2276619

Quality assurance : applying methodologies for launching new products, services, and customer satisfaction / D.H. Stamatis

Author(s): Stamatis, D. H
Publisher: CRC Press, Year: 2016, Size: 16 Mb, Download: pdf
ID: 1429467

Customer service in academic libraries : tales from the front lines

Author(s): Mossop, Stephen
Publisher: Chandos Publishing, Year: 2016, Size: 4 Mb, Download: pdf
ID: 1507294

Medical Office Management: Developing and Managing Systems with High Quality Customer Service

Author(s): Márcia R. F. Campiolo
Publisher: Springer International Publishing, Year: 2016, Size: 4 Mb, Download: pdf
ID: 1532469

Please note that this booklist is not final. Some books are absolutely best-sellers according to The New York Times, others are composed by unknown authors. On top of that, you can always find additional tutorials and courses on Coursera, Udemy or edX, for example. Are there any other relevant links you could recommend? Drop a comment if you have any feedback on the list.

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