My Favourites
The following is a list of books we recommend, by topic area, alphabetically.
Customer Service, Customer Loyalty & Customer Relationship Management
“Customer Satisfaction is Worthless, Customer Loyalty is Priceless” by Jeffrey Gitomer
“Raving Fans – A Revolutionary Approach to Customer Service” by Ken Blanchard and Sheldon Bowles
Leadership & Self-Development
“Leadership From Within” by Peter Urs Bender
“The Power of Focus” by Jack Canfield, Mark Victor Hansen and Les Hewitt
“Who Dares Wins” by Peter Legge
Presentations
“Secrets of Power Presentations” by Peter Urs Bender
Rewards, Recognition & Motivation
“1001 Ways to Reward Employees” by Bob Nelson
Do you have a favourite book? Email us.
Free inspirational and motivational quotes emailed to you each day, five days per week on a variety of topics. A great way to inspire your day, distribute to your staff or print out and post.
Whether personal or professional, growth and development occur by setting goals and working to achieve them. With best intentions we set goals but do they stay in the forefront with progress marked and celebrated? Do we want to set goals but aren’t quite sure how to start? Maybe we set high ambitions without creating small measurable goals that progress us, leaving us feel frustrated and unsuccessful. This website focuses on helping you set and manage your personal and professional goals. Tips, articles and a free newsletter on goal setting are also offered.
The following are provided as resource links. Customer Service Works is in no way affiliated with these sites.
Customer Service Works says…
- Saying “YES” to a customer means “you and I will examine solutions”, not whatever the customer asks for.
- Customer complaints are an opportunity to use your skills and talents.
- If you want to provide excellent customer service, you have to have the heart of a servant.
- Seek win-win solutions – balance the customer need with organizational integrity.
- Without customers, there is no need for your job.
- If you are having a bad day, change your attitude.
- Seek first to understand, not to be understood.
- Never make the customer say hello first.
- Let the customer hang up first.
- Approachability starts with a smile.
- Never have to pass off the same question twice.
- If you have been asked the same question 100 times, be cautious that the 101st isn’t slightly different. Never assume you know what the customer needs.
- Be proud and confident, the customer will leave their experience forming an impression of you – you have the power to create that impression through your attitude and behaviour.
- Affirm the customer’s feelings – value starts with the heart, not with product, price and promotion.
- Never say “no”.
- A customer brings their day to the interaction with you, if they are having a bad day don’t take it personally; strive to make their day better.
- Use positive, powerful thoughts and language; I can vs. I have to.
- Pareto’s Law applied to customer service and sales effectiveness: listen 80%; talk 20%.
- Let go of the predictable to experience the possible.
- The customer value chain is only as strong as every link. In every request made of you by your peers, there is an external customer somewhere in the value chain of service, waiting to be served.
- Customers subconsciously rate their experience at every point of contact.
- Customer loyalty is created when core service elements meet expectations and quality service exceeds expectations, consistently.
- Perception is reality.
- The results you achieve are a direct reflection of your attitude and behaviours.
- Rule of jargon: use it if the customer will understand; if you are not sure, define the jargon in simple language.
- Match the pace of your caller.
- Use open body language to help diffuse an upset customer.
- What you say is less important than how you say it.
- Search to meet the customer’s intangible need as well as their tangible need.
- Every moment of contact with a customer is an opportunity to add value.
- A.C.T.I.V.E listening means…Acknowledge, Confirm understanding, Take notes to stay attentive, Invite the customer be part of the solution, Verify and validate
- Expect to solve the problem, not pass if off
