Anyone who has every worked in retail or sales knows that customer service is not always easy. In fact, it can be one of the most challenging aspects of the job, especially during the holiday season. For most employees, putting into practice the concept that “The customer is always right,” is often easier said then done. For this reason, many companies provide customer service training to their employees to help them learn and improve the skills necessary to succeed in the customer service industry.
Customer service is a broad field and as a result there are many, many books on the subject with many that provide valuable insight into customer service industry. There are many that provide a general overview of customer service as well as tips and suggestions like the “Dummies” series. There are also several that relate to specific industries, such as restaurants or fashion, and give advice for that specific field.
With so many training books out there it can be hard to decide which one will work the best. Unfortunately, the effectiveness of any such book is largely based on the individual. Some people prefer a lot of detail and specific strategies while others learn more from humorous examples and broad concepts. If the book is going to be used for a large group it would probably be a good idea to find a book that contains a good mixture of each of these methods, so that everyone in the group is able to relate.
At the end of the day, the best customer service training book is the one that reinforces the policies of the company. While every customer should be treated with equal attentiveness and respect, there may be examples for dealing with a strict return policy or a specific method for handling disgruntled customers. When everyone is on the same page with the company’s policies and how to handle different situations, customer service becomes a better industry for both the employees and the customers.