The Best Customer Service Books of All Time

Customer service done right is one of today's most powerful competitive advantages. In Can Your Customer Service Do This, customer service turnaround wizard and renowned customer service training expert Micah Solomon―who has worked transforming the customer experience for brands from Auberge Resorts to Audi of America, from Cleveland Clinic to the NFL Players Association―shares everything he knows, and everything you needto know, about how to create a truly Five-Star customer service experience and use it to build sustainable bottom-line success.

This is the first book to move the reader step-by-step toward customer service perfection and true customer-centricity by creating, refining, and synchronizing employee behaviors, systems, and standards to together create the perfect customer service environment and customer experience for your customers. Inside, you'll find the long-hidden secrets and proven hands-on methods for:. Applying the secret "Gold Touch" customer service method that Five-Star companies in hospitality and other high-touch industries have secretly (well, secretly until now!) used to increase customer engagement.Moving every customer systematically up the loyalty ladder—from disengaged to loyalty to becoming a vocal advocate, online and off.Transforming your most angry, upset, "I'll never use you again!" customers into true company loyalists via the scientifically proven principles of customer service recovery.Harnessing the latest technology, including AI, to deliver top-shelf customer service in collaboration with your customer-facing employees and on a self-service basis.Making the right moves to keep your company popular on social media by gently winning over your critics even before they post.Creating and providing customer service training to your workforce—yes, Micah actually includes step-by-step instructions for how to set up a winning, sustainable, world class customer service training program. By reading Can Your Customer Service Do This? and applying its easy to understand lessons, soon you'll be leaps and bounds beyond your competition. (Unless you make the mistake of sharing this book with your competitors!). *********. Micah Solomon is a customer service consultant and turnaround expert, trainer, eLearning training designer, and keynote speaker. He's known nationally and globally for his step-by-step customer service improvement approach to transforming customer service from a source of frustration to a builder of customer engagement, loyalty, and word-of-mouth marketing and praise. Inc. Magazine has named Micah "The World's #1 Customer Service Turnaround Expert.". Micah's books have been translated into more than a dozen languages and his expertise has been featured in Forbes, Inc. Magazine, CNBC, Bloomberg BusinessWeek, and the Harvard Business Review. He always enjoys hearing from readers (and others!) via his website,  micahsolomon DOT com or by email, Micah AT micahsolomon DOT com or by text/phone, 484. 343.5881.

Imagine 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 prepare you to take the next step.

You’ll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook:. "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." —Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles. "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." —Brad Cleveland, founding partner and former CEO, International Customer Management Institute.

The Heart of Hospitality is the essential guide to creating exceptional customer service and hospitality for guests of all generations, including millennials, boomers, and more. Created by leading customer service expert and Forbes.com contributor Micah Solomon, it features top hospitality professionals including Herve Humler (Ritz-Carlton), Danny Meyer (Union Square Hospitality Group), Tom Colicchio (Top Chef, Craft)Isadore Sharp (Four Seasons), Patrick O'Connell (The Inn at Little Washington), and many more. The result is a hospitality management and customer service resource like no other.

Features include: * Virgin Hotels CEO Raul Leal: How Virgin Hotels created its innovative, future-friendly hospitality approach. * Tom Colicchio (Craft Restaurants, Top Chef): How to create a customer-centric customer experience in a chef-centric restaurant. * Four Seasons Hotels & Resorts Chairman Isadore Sharp:How to build an unsinkable company culture. * Danny Meyer, Union Square Hospitality Group CEO:His secrets of hiring, onboarding, training, and more. * Ritz-Carlton Hotel Company President and COO Herve Humler: How to engage today's new breed of luxury travelers. * Chef Eric Ripert (Le Bernardin):How to create different experiences for different guests-in the very same dining room.* Designer David Rockwell (W, Nobu, Andaz): Secrets of designing hotel and restaurant spaces that resonate with modern travelers. * Restaurateur Traci Des Jardins: Building a "narcissism-free" hospitality culture. As Ritz-Carlton Hotel Company President and COO Herve Humler says in his foreword to the book, "If you want to create and sustain a level of service so memorable that it becomes an unbeatable competitive advantage, you'll find the secrets here.".