Customer Service Resource Library

“People are more likely to leave your company for your competitor over a service issue than they are a price or product issue.” [source]

“90% of customers will pay more to ensure a good customer experience.” [source]

Articles for management staff:

Improve Your Customer Service Today: Seven Action Steps – Forbes Magazine

Five Ways to Provide Outstanding Customer Service – American Express

6 Keys to Improving Your Team’s Customer Service – SurveyMonkey

Customer Service Matters Much More Than You May ThinkSmall Business Trends

75 Customer Service Facts, Quotes and Statistics You Can’t IgnoreHelp Scout

Articles for frontline staff:

15 Customer Service Skills that Every Employee Needs– Help Scout

12 Ways to Deliver Excellent Customer Service – Entrepreneur

Why Customer Service Matters, Even for a Government Agency or Other Sole Provider – Forbes

Books:

The Pink Box Experience: How Talked-About Companies Got That Way – Rudy DeFelice

Leading on the Edge of Chaos: The 10 Critical Elements for Success in Volatile TimesEmmett C. Murphy

The Thank You EconomyGary Vaynerchuk

Delivering Happiness: A Path to Profits, Passion and PurposeTony Hsieh

People:

Jo ZulaicaOwner of Just Be Better & Leader of Development at Backroads

Murray BanksSpeaker and Trainer

Dr. Arianne WeinerOwner of Implementing Change