September 6th 2009

Customer Service books

Customer Service books

The Starbucks Experience.  Joseph A. Michelli.  5 Principles for turning ordinary into extraordinary.  “This book gives you a series of practical, proven ideas and strategies that you can apply immediately to build a more successful business. Key the five steps are:

Reach out to entire communities
Listen to individual workers and consumers
Seize growth opportunities in every market
Custom-design a truly satisfying experience that benefits everyone involved

The five steps are:

  1. Make it your own
  2. Everything matters
  3. Surprise and Delight
  4. Embrace Resistance
  5. Leave your mark

Take Their Breath Away.How Imaginative Service  Creates Devoted Customers. Chip R. Bell & John R. Patterson. 2009. ISBN 9780470443507.  A prolific pair of writiers in thi space.    I agree with their core belief that the key to a successful enterprise is value-added service, and the secret to great customer service is surprising customers with a value-unique experience. Take Their Breath Away provides ideas and insights for all who want to create a stunning, mind-blowing customer experience. Lots of case studies and stories from their experiences. A good read.

The New Gold Standard.  The Ritz-Carlton Hotel Company.  Joseph A. Michelli 2008. ISBN 978

0071548335.  The author emerged with the key principles leaders that any company can use to provide a customer experience unlike any other, such as:

  • Understanding the ever-evolving needs of customers
  • Empowering employees by treating them with the utmost respect
  • Anticipating customers’ unexpressed needs and concerns
  • Developing and conducting an unsurpassed training regimen

His five key principles are:

  • Define and refine
  • Empower through trust
  • Its not about you
  • Deliver Wow!
  • Leave a lasting footprint.

Another thorough book – lots to learn here.

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