Customer Service Book

We evaluate customer service management books based on sales rank, reviews, and endorsement by leading business leaders and show you best customer service book.

Do You Need a Customer Service Book?

When we talk about customer service, people will usually think about the hotel and tourism business or banking business where products are less physically or tangible. However, the customer service and customer experience books will say that service is actually a lifeline of any business and it usually goes beyond customer satisfaction survey. For example,

- In some industries such as steel, chemicals and other heavy industries, products are highly commoditized. Because the products have similar features and can be substituted by products from other companies easily. If you don't want to compete in the price war, outstanding customer service is the holy grail because customer loyalty is the key.

- In B2B (business-to-business) environment such as enterprise software, customer acquisition cost is extremely high. The reason is that the acquisition process is very long. In order to create awareness about your products, you have to hire public relations firm to promote your products, attend numerous trade shows and conferences, create many webinars so you can identify potential customers and approach them. What if you provide subpar customer service and customers run away? You start the whole customer acquisition process and cross your fingers.

- In virtually every company, you have to deal with other departments. Those people you are dealing with every day is actually your "internal customer". If a company doesn't run in sync, this might hurt the service you provide to your external customers. So internal customer service is also a very important concept that drives external customer success.

Now you can see why we think customer service is the lifeline of business and the books about customer service will help you to improve your career in this field.

The Ranking of Customer Service Book

What are the best books on customer service you would recommend? One of our readers asked. We have some of our favorite books we can recommend, but we would like to compare them with top-notch books. So we decide to collect the new data as below,

- First, we gather the list of Amazon Top 100 customer service, customer experience, sales management and public relations.

- Then, we remove the duplicate entries from our list.

- After that, we check each book one by one if it gets high customer ratings.

- Also, we check if each book gets cited a lot by the books and other related publications.

- Also, we check if each book gets an endorsement from business leaders such as CEOs, Chairmen and leading experts in service functions and service businesses.

- Then, we take into account of the overall performance of each book (review ratings, citations, and endorsement) in the evaluation.

- Finally, we narrow down to the list of top books using the editorial judgment.

The List of Customer Service Book is as below:

  1. Raving Fans: A Revolutionary Approach To Customer Service by Ken Blanchard and Sheldon Bowles

  2. Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees by Doug Lipp

  3. The Art of Client Service: The Classic Guide by Robert Solomon and Ian Schafer

  4. The Customer Rules: The 39 Essential Rules for Delivering Sensational Service by Lee Cockerell

  5. The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture by Robert Spector and Patrick D. McCarth

  6. Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei and Anne Morriss

  7. Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine

What is your favorite customer service book and why?


Reference
- Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. Journal of the academy of marketing science, 32(3), 293-311.

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Last review and update: January 2, 2019
About the Editor
Ben Benjabutr is the editor of SupplyChainOpz. He holds an M.Sc. in Logistics Management with 10+ years of experience in various functions in supply chain magement. In his free time, he enjoys reading business and management books. You can learn more about him here or connect with him via Twitter, and Quora or drop him a line via e-mail.