Customer Service: Books

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Here are some books about customer service:

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High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
By Micah Solomon

AMACOM
Released: 2012-05-23
Hardcover (208 pages)

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
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STEVE WOZNIAK, Apple co-founder: "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology."
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SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book."
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"Clearly the best book on customer service management written in the last decade." Professor Frank Allen Philpot, George Mason University School of Management
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HONORS RECEIVED:
-SETH GODIN's "Must-Read Reading List,"Late Spring 2012 
-CIO Magazine: "Must-read, Summer 2012"
-Readitfor.me:"The 8 new business books you need to read NOW"
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Description: In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws your business a lifeline. Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don't.

Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover:

* Six major customer trends and what they mean for your business
* Eight unbreakable rules for social media customer service
* How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content
* The rising power of self-service--and how to design it properly
* How to build a company culture that breeds stellar customer service 


High-Tech, High-Touch Customer Service
reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide--online and off. 


About the Author

"A new guru of customer service excellence is Micah Solomon."-- The Financial Post

MICAH SOLOMON, a successful entrepreneur and business leader, is a top keynote speaker and consultant on customer service, sales, and marketing issues, the customer experience, and company culture for our digitally connected times. He co-authored the bestselling Exceptional Service, Exceptional Profit and his expertise has been featured in Fast Company, Bloomberg BusinessWeek, Inc. Magazine, Forbes.com, NBC and ABC television programming, and elsewhere.
The Customer Support Handbook: How to Create the Ultimate Customer Experience For Your Brand
By Sarah Hatter

CoSupport
Released: 2014-03-20
Kindle Edition (204 pages)

The Customer Support Handbook: How to Create the Ultimate Customer Experience For Your Brand
 
Product Description:
"Customer service is no longer just a job but a bonafide career path, and this book is your undergraduate degree.” - Richard White, Founder and CEO of UserVoice

How do you hire the best support team? What’s the best use of social media for support and service? Should we apologize for the inconvenience? The web’s leading experts are ready to share our answers and experience with everyone, plus share stories and radical advice for building your own exceptional customer experience. In The Customer Support Handbook, leaders in customer support bring their stories of brand failures, triumphs and best practices for support on the web. Finally, all you need to create your own amazing support team in one handy-dandy manual.

If you’re a CEO Or Founder:
This book is your primer on the future of customer support - not just offering transactional service but intentionally striving to make your company’s customer service the new gold standard. Learn about the importance of engaging your customer support team with your product development, how to really measure customer happiness, and why you should be investing in your support staff as your top rung employees.

If you’re a customer support professional:
This book is your validation, your reminder that what you do for a living is an important part of product development and the future of the web. Learn tips and tricks for offering the best customer support possible, including example replies for tough questions, recommendations on better language and tone to use in social media, and advice on handling difficult customers.
Building a StoryBrand: Clarify Your Message So Customers Will Listen
By Donald Miller

HarperCollins
Released: 2017-10-10
Hardcover (240 pages)

Building a StoryBrand: Clarify Your Message So Customers Will Listen
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New York Times bestselling author Donald Miller uses the seven universal elements of powerful stories to teach readers how to dramatically improve how they connect with customers and grow their businesses.

Donald Miller’s StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides readers with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services. Building a StoryBrand does this by teaching readers the seven universal story points all humans respond to; the real reason customers make purchases; how to simplify a brand message so people understand it; and how to create the most effective messaging for websites, brochures, and social media. Whether you are the marketing director of a multibillion dollar company, the owner of a small business, a politician running for office, or the lead singer of a rock band, Building a StoryBrand will forever transform the way you talk about who you are, what you do, and the unique value you bring to your customers.

The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!
By Marsha Collier

Wiley
Hardcover (252 pages)

The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!
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Make your online customers happy—and create new ones—with this winning guide

Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities.

The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers.

  • Authentically use social media to connect with customers to boost your bottom line
  • Attract new customers through your online presence
  • Achieve higher GMS (Gross Merchandise Sales) with quality customer service

Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

eCommerce Best Practices - How to market, sell, and service customers with internet technologies
By Thomas M McFadyen

McFadyen Solutions
Paperback (366 pages)

eCommerce Best Practices - How to market, sell, and service customers with internet technologies
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The eCommerce market is getting crowded. Thousands of organizations put up a shopping cart for about $20 per month, but a few dozen exceed a billion dollars per year of eCommerce revenue. In this increasingly competitive eCommerce market the best practices separate the highly profitable, high growth businesses from masses. This book provides tools for organizations at different points along the rapidly evolving eCommerce spectrum. eCommerce Best Practices compiles valuable lessons learned by the professionals at McFadyen Solutions who have implemented over 100 large-scale eCommerce sites over past decade. Many of these sites have over 1,000,000 SKU s, 1,000,000 users, 1,000,000 dollars/day sales, 1,000,000 order-items shipped per day, and 1,000,000 web assets under management.
Emergency Care and Transportation of the Sick and Injured (Book & Navigate 2 Essentials Access)
By American Academy of Orthopaedic Surgeons (AAOS)

American Academy of Orthopedic Surgeons
Paperback (1581 pages)

Emergency Care and Transportation of the Sick and Injured (Book & Navigate 2 Essentials Access)
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  • Emergency Care and Transportation of the Sick and Injured Includes Navigate 2 Essentials Access
Product Description:
In 1971, the American Academy of Orthopaedic Surgeons (AAOS) published the first edition of Emergency Care and Transportation of the Sick and Injured and laid the foundation of EMS training. Today, the Eleventh Edition transforms how EMS education is delivered throughout the world and helps develop world-class EMS providers around the globe..

Based on the National EMS Education Standards and the 2015 CPR/ECC Guidelines, the Eleventh Edition offers complete coverage of every competency statement with clarity and precision in a concise format that ensures students' comprehension and encourages critical thinking. New cognitive and didactic material is presented, along with new skills and features, to create a robust and innovative EMT training solution.
Today, the AAOS suite of EMS educational resources, from first aid and CPR to critical care transport, is the gold standard in training programs by offering exceptional content and instructional resources that meet the diverse needs of today's educators and students.
Current State-of-the-Art Medical Content
The Eleventh Edition aligns with current medical standards--from PHTLS to NASEMSO--and incorporates evidence-based medical concepts to ensure students and instructors have accurate, insightful interpretation of medical science as it applies to prehospital medicine today.
Application to Real-World EMS
Through evolving patient case studies in each chapter, the Eleventh Edition gives students real-world context to apply the knowledge gained in the chapter, clarifying how the information is used to care for patients in the field, and pushing students to engage in critical thinking and discussion.
A Foundation for Life
The Eleventh Edition is built on the premise that students need a solid foundation in the basics and then appropriate reinforcement. The Eleventh Edition provides students with a comprehensive understanding of anatomy, physiology, pathophysiology, and medical terminology. Concepts are briefly reviewed within related subsequent chapters, solidifying the foundational knowledge and offering a context when studying specific emergencies.

Patient Assessment, a critical topic, is presented as a single, comprehensive chapter, to ensure students understand patient assessment as a single, integrated process--the way providers actually practice it in the field. Core concepts of Patient Assessment are reinforced in clinical chapters, where the unique aspects of the illness or injury are highlighted.
Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media
By Dan Gingiss

CreateSpace Independent Publishing Platform
Paperback (183 pages)

Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media
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This is the kind of book that you don’t read once; you read it forever.—Jay Baer, president of Convince and Convert and author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers

Social media has changed customer service forever. It has shifted power from brands to consumers, requiring a different way of thinking about customer engagement.

Dan Gingiss has interviewed dozens of business leaders on his podcast, Focus on Customer Service. From those conversations and his own real-world experience at multiple Fortune 300 companies, Gingiss has developed a series of best practices called “8 Steps to Winning at Social Customer Care.”

Learn how to:

  • navigate social media’s growing role in the overall customer experience
  • develop your own Social Customer Care Philosophy
  • decide which technology provider fits with your company
  • recruit and train a stellar team of social customer service agents
  • establish a scalable process, including crisis management and proactive customer service
  • integrate Social Customer Care with the rest of your business

Gingiss gives you an invaluable glimpse at how top brands are “winning” at customer service in social media, and provides the tools for you to do the same at your company.

The 5 Principles of IT Customer Service Success
By Don Crawley

C'est Bon Press
Released: 2016-09-14
Kindle Edition (108 pages)

The 5 Principles of IT Customer Service Success
 
Product Description:
Don R. Crawley's book, The 5 Principles of IT Customer Service, offers a new and refreshing approach to IT customer service. Instead of prescribing rigid scripts and protocols, The 5 Principles of IT Customer Service shows the reader how to live a more compassionate and empathetic life as a pathway to delivering exceptional customer service. Ignoring the dictates of most customer service books, The 5 Principles of IT Customer Service focuses instead on the timeless principles of pride in your work combined with compassion and empathy for our customers and colleagues, excellent listening skills, and an ability to treat all people with dignity and respect. It gives the reader credit for being able to think for her or himself without being burdened by phony sounding scripts or rigid protocols. In The 5 Principles of IT Customer Service, the reader learns how to become an intrinsically more caring person, better equipped to understand the frustrations of an end user or customer struggling with a computer or software problem.

In The 5 Principles of IT Customer Service, you'll learn:

The importance of technical competence and how to achieve it
How compassionate people know the right words to say in tough situations
The power of empathy to defuse emotionally charged situations
The top 10 ways to be a better listener
The critical difference between feeling respect and showing respect and dignity

The 5 Principles of IT Customer Service manifests the author's firmly rooted belief in the basic goodness of all people and the ability of all people to grow, adapt, and achieve excellence in every aspect of their lives.
Rabid, Recurring Fans: A 6-Step Guide to Building a Profitable List of Super-Customer
By Jeremy Hendon

J&L Publishing LLC
Released: 2016-03-18
Kindle Edition (92 pages)

Rabid, Recurring Fans: A 6-Step Guide to Building a Profitable List of Super-Customer
 
Product Description:
Rabid, Recurring Fans: A 6-Step Guide to Building a Profitable List of Super-Customer


   

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