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New Book added

One A Day…For Customers (January)
Author: Phil Dourado
Phil Dourado: Well, I wrote this book, so this is unlikely to be an impartial review. I’ll keep it factual: Over seven years as www.ecsw.com’s content editor I have built up a veritable library of leading edge tips, hints, ideas and simple practices for managers and customer-facing staff to use to improve how you deal with customers. So, I have started gathering them together into a series of 12 work books – one a month. This is January’s, featuring 31 practical tips to make your customers happier. If you want your frontline people to practise continuous improvement – taking the initiative to improve your customer service one day at a time – then that’s the role this book is designed to fill. It’s self-directed customer service training – a few minutes a day, with ‘action note’ pages to fill in to help your people put the tips into practice. you can find out more or order a copy on this link (you'll have to copy and paste it into your browser): http://www.lulu.com/content/609704
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Great discounts on over 570 leading
customer service and call centre books.

Our Top 5 Books
1. It’s Your Ship. Management techniques from the best damn ship in the Navy
Author: Captain D. Michael Abrashoff
Phil Dourado: Captain Mike Abrashoff used to ask his crew these three questions every six weeks: 1.
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2. Blink: The Power of Thinking Without Thinking
Author: Malcom Gladwell
(From Amazon): Intuition is not some magical and mysterious property that arises unbidden from the depths of our mind.
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3. The Paradox of Choice: Why More is less
Author: Barry Schwartz
Phil Dourado writes: If your product expansion strategy is based on horizontal extension - increasing the choice offered to consumers - you need to be aware of this paradox, as you do if you're a politician trying to push further choice into areas of our lives such as the health service and schools.
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4. The Starfish & The Spider, The unstoppable power of leaderless organizations
Author: Ori Brafman & Rod A. Beckstrom
Phil Dourado: This is a very timely book.
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5. The Dance of Change
Author: Senge et al
Phil Dourado: With The Fifth Discipline, Peter Senge created a worldwide movement as thousands of organizations took up the challenge of trying to create the learning organization.
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Books will only be allowed when we feel they add value to your efforts to become customer-centred. All books listed are run in partnership with Amazon, because we love the way they put customer service at the heart of their business. So, when you click on a 'buy' link you are dealing with the world's biggest on-line book seller.
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