![]() ![]() While there are plenty of noteworthy books aimed at improving customer service out there, we compiled a list of our absolute favorites that offer helpful pieces of advice, practical tips, and hard-earned, experience-driven insights that can’t be found elsewhere. While the ideal approach involves a mixture of all the tools available, books can lay a solid foundation for your learning process and offer unparalleled insights into a customer’s mind and the secrets of exceptional customer success teams. Nothing can compare to the in-depth learning experience you get from settling down with a good book. However, despite all the innovation and convenience of technology and digital resources, books have remained popular - and there’s a reason for that. Interactive tools, mobile apps, video tutorials - the list is endless. There is a wealth of resources available online for agents who want to hone their customer service skills. At the same time, 65% of customers admit switching to a different brand after a poor customer success interaction, showing just how important it is for businesses to prioritize excellent customer service. Given the nature of this agent-customer relationship, customer support can be what makes or breaks customer experience and allows your organization to stand out from the crowd.Īccording to recent research, more than 80% of customers believe good customer service to be the most important factor - outside of price and product - in their decision to buy. Agents have more contact with customers than anyone else in the company, and they’re almost always the first to hear about any issues or complaints. It is sometimes referred to as “the first line of defense,” and rightfully so. What is Customer Service? Why is it Important in Call Centers?Ĭustomer service is the care and support your company offers to your customers and prospects, be it to resolve an issue, assist with onboarding, or answer any questions they might have. ![]() In this article, we’ll zoom in on why it’s so important to get the customer service right and recommend seven essential customer service books that offer advice and techniques that, when implemented, could make a real difference in your organization. BEST CONTACT BOOK HOW TOSo, it’s not surprising that there is such demand for customer service books in 2022.Īgents, supervisors, and other players in the contact center industry understand the importance of delivering an unbeatable customer experience and realize that, through ongoing research and learning, you can improve your customer service skills and learn how to build long-lasting client relationships. There is no doubt that excellent customer service is essential to the contact center's success. ![]()
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