Books on customer service

[spb_lady]

Hey guys!

Decided to invest my time and effort in training my staff on all the most important themes related to our field. Unfortunately customer service is more of a ghost than a reality in my company and this country in general. So I have to write my own lecture and presentation on it.

Can anybody recommend useful books on the matter?

For what it's worth I work in fashion retail industry with a very well known luxury brand. So fashion or luxury related books are very welcome.

Thanks!

 

[kwilkinson]

Charlie Trotter has a book about excellence in service. It's not about the technical aspect of restaurant service, but about the bigger ideal of customer service in general, and how to make it happen. Probably not a huge help, but it is an easy read (could probably finish it in one long sitting at a coffee shop) and it's some interesting food for thought.

 

[spb_lady]

Thanks, Kwilk! Will check it out

P.S. Your sig is awesome!

 

[Hombre Secreto]

On the Line by Eric Ripert has some tips on how to greet customers as soon as they walk in the door. Haven't read it, but I know it has some tips on how to deal with patrons. Might want to check out at the library or breeze through it at the bookstore first.

 

[spb_lady]

Ok, not many comments here, so I think I can share my thoughts on some books myself

This is the list of books on customer service I found by google with the tag "top 10" - http://www.allbusiness.com/company-a...3975567-1.html I've got 2 of these books in electronic version (thanks M@tt

) and right now I'm going through "Unleashing experience: the complete guide to ultimate customer service". Several chapters done so far and I really like this one.

 

[dragon8]

The Nordstrom way to customer service excellence is a good book and fits your category to boot.

 

[lefty]

Hug Your Customers

lefty