I’ve found that while you can learn a lot on the job in customer service, one of the best ways to expand your knowledge is by reading customer service books.
I always believe that learning from experts and people who have succeeded in what you’re already doing is equally valuable. That way, you can adapt their learnings and years of experience to your processes.
![→ Download Now: The State of Customer Service [Free Report]](https://no-cache.hubspot.com/cta/default/53/9c545446-aacf-47a3-bfb3-1998f78b79c8.png)
Below, I’ve compiled a list of customer service books you can read that contain valuable insights from experts that anyone working in a customer-facing role can benefit from reading. Pick one, grab a bookmark, and get started on improving your knowledge so you can become an expert, too.
Table of Contents
The State of Customer Service Report
Unlock essential strategies for exceeding customer expectations and driving business growth in a competitive market.
- Exclusive insights from worldwide CRM leaders
- Analysis of modern customer behaviors
- Closer look at the AI opportunity in CRM
- Strategies for staying agile in 2024 and beyond
Download Free
All fields are required.
Tips for Choosing Which Customer Service Book to Read
When I’m choosing a customer service book to dive into, these are the tips I keep in mind:
- Identify your current challenge. Select a book that tackles the specific area of customer service you're aiming to enhance, whether it’s conflict resolution, communication, or customer retention.
- Consider your learning style. Some books offer more practical, step-by-step advice, while others focus on theory or storytelling. Choose one that aligns with how you prefer to learn.
- Check for industry relevance. Select a book with examples or case studies relevant to your industry or customer base.
- Look for expert endorsements. Books recommended by customer service experts or industry leaders can provide proven strategies and insights.
- Read reviews and summaries. Skim through reviews or summaries to get a sense of the book's tone, depth, and applicability to your role before committing.
I’ve found that checking reviews and summaries saves me a lot of time. If I can quickly determine whether a book aligns with what I need — be it practical advice or a more theoretical approach — it helps me use my reading time more effectively.
29 Top Customer Service Books
- Customer Service Books
- Customer Service Books for Employees
- Customer Success Books
- Customer Service Leadership Books
- Customer Service Writing Books
- Customer Service Books for IT Professionals
Customer Service Books
Read these books to learn how to create an exceptional customer experience — featuring real-world case studies and time-tested methods created by industry thought leaders.
1. The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture (2017)
Nordstrom has set the standard for customer happiness in the sea of its department store competitors, so authors Robert Spector and BreAnne O. Reeves wrote the book on how they did it.
What struck me about this book is how it challenges the idea that delighting customers is always the best way to earn loyalty. Instead, it highlights reducing customer effort as the key to boosting satisfaction and retention.
Key Insights
- Streamlining customer interactions fosters loyalty more effectively than over-the-top service efforts.
- Focusing on consistent, reliable service builds a sustainable foundation for long-term customer satisfaction.
- Always think like the customer to build a customer-centric brand on every team and function within your business.
Why You Should Read It
If you're looking for a more practical, efficiency-driven approach to customer service that reduces stress for your team and customers, this book will be a valuable resource.
Best For
Customer service managers and teams looking to streamline their processes and focus on efficiency rather than over-the-top customer experiences. The behind-the-curtain look this book provides is perfect for those who benefit the most from real-life examples.
Quote From the Book
“‘The single most important reason we try to provide great service is this: It enables us to sell more,’ says co-president Blake Nordstrom, great-grandson of the founder. ‘The best way for our company to achieve results is to do what’s best for the customer.'”
2. Hug Your Haters: How to Embrace Complaints and Keep Your Customers (2016)
In Hug Your Haters, Jay Baer dives deep into modern customer service. What really stands out to me is his emphasis on meeting customers where they are — whether on the phone, email, social media, or messaging apps.
Key Insights
- Customer complaints are valuable opportunities for growth and relationship-building, particularly in the digital age, where much of the feedback is public.
- Digital channels like social media and messaging apps are essential in today’s customer service landscape.
- Quickly and transparently addressing complaints strengthens relationships with customers.
- Stats like those found in Baer's “Hatrix” poster highlight the importance of tackling negativity head-on.
Why You Should Read It
I’m a big fan of Baer's unique and humorous approach, highlighting something all customer service employees have experienced: haters. I can’t think of anywhere else that you’ll find crucial stats from a fold-out poster called “The Hatrix.”
Best For
Customer service teams and leaders looking to elevate their digital support channels and better manage online feedback, particularly negative reviews or complaints.
Quote From the Book
“Hugging your haters is not a cost. It’s a profit center.”
3. What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint (2016)
Author Nicholas Webb has some things to say about customer experience: “Let's face it: Today, most customer experience programs are a disaster.” In What Customers Crave, Webb emphasizes the importance of evaluating and optimizing each customer touchpoint, both online and offline, to deliver personalized, memorable experiences that go beyond the bare minimum.
Key Insights
- Many customer experience programs falter due to a lack of personalization, prioritizing efficiency over meaningful connection.
- Fine-tuning each touchpoint, rather than making broad changes, creates deeper and more meaningful customer interactions.
- Understanding customers as individuals, not data points, helps create loyalty and satisfaction.
- Technological innovations should enhance customer interactions, not depersonalize them.
Why You Should Read It
This book is a must-read for anyone looking to refine their customer experience strategy by focusing on individual customer interactions rather than treating all customers the same. Webb’s insights will help you create more relevant and memorable experiences that foster long-term relationships.
Best For
Customer experience managers, business leaders, and teams looking to overhaul their approach to customer interactions by focusing on individual touchpoints.
Quote From the Book
“In order to create exceptional experiences, we as businesspeople first have to understand consumers better and then deliver relevant experiences to specific customer types. Once we truly understand the customer types within our specific business, we can begin to innovate exceptional customer experiences to each of those types, throughout their entire journey, using both digital and non-digital channels.”
4. Uncommon Service: How to Win by Putting Customers at the Core of Your Business (2012)
`
In this book, authors Frances Frei and Anne Morriss present a unique perspective on achieving exceptional customer service. Instead of trying to excel in every aspect of your business, they suggest identifying what your customers value most and prioritizing excelling in that specific area — even if it means underperforming in others.
Key Insights
- Excelling at a few critical aspects of service is far more effective than spreading yourself thin by trying to do it all.
- By focusing on delivering outstanding service, you stand out in a crowded market and truly connect with your customers.
- Success comes from aligning your business strategy with what your customers truly care about.
Why You Should Read It
Uncommon Service offers a fresh perspective on how to create exceptional customer service, challenging conventional wisdom and showing how prioritizing the right areas can help your business thrive.
Best For:
Customer service leaders seeking an edge by mastering key areas rather than attempting perfection in all aspects.
Quote From the Book
“To achieve service excellence, you must underperform in strategic ways. This means delivering on the service dimensions your customers value most, and then making it possible — profitable and sustainable — by performing poorly on the dimensions they value least. In other words, you must be bad in the service of good.”
5. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience (2011)
Shep Hyken, a renowned customer service expert, outlines seven practical strategies to revolutionize customer service and foster loyalty. The book focuses on building long-term relationships through strategies such as creating customer partnerships, offering unique rewards, and developing a sense of community.
Key Insights
- Amazing service is “consistently and predictably better than average,” setting a realistic and achievable standard for service teams.
- Cultivating customer partnerships and fostering community engagement can significantly boost loyalty.
- Offering exclusive membership rewards and recognition programs can create a sense of belonging, making customers feel valued and appreciated.
Why You Should Read It
I found Hyken’s real-world examples incredibly actionable, making it easy to apply his strategies to uplift both customer and employee experiences.
Best For
Customer service teams, managers, and business leaders who want practical, ready-to-implement strategies for improving customer satisfaction and loyalty.
Quote From the Book
“I believe that if you do what’s right, then things like customer service and marketing and sales have a way of looking after themselves. If you don’t, they become very difficult.”
6. The Thank You Economy (2011)
Marketing mogul and author Gary Vaynerchuk argues that the rise of social media has revived the importance of personalized, 1:1 communication in the business world. Vaynerchuk explains how businesses can use technology to engage more intimately with their customers and why failing to embrace this approach will lead to losing ground to competitors.
Key Insights
- Social media provides a direct line to customers, allowing for more intimate and impactful communication.
- Businesses that prioritize individual engagement will outperform those that don't in the long term.
- Utilizing technology in customer service lays the groundwork for scalable, lasting relationships.
Why You Should Read It
With the customer service industry deep into its digital transformation, I believe this book will inspire you to explore how technology can effectively help you grow and scale your customer relationships.
Best For
Entrepreneurs, customer service professionals, and marketers looking to harness the power of digital tools to build personal, lasting customer relationships.
Quote From the Book
“A strategy of caring usually out-shines tactics, but when they’re used with the right intent, tactics can help a brand achieve greatness.”
7. The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company (2008)
If you're not familiar with the Ritz-Carlton's famous customer service policy, it's pretty legendary: Every single employee, no matter what their role, has the discretion to spend up to $2,000 per day to create better customer experiences.
This policy, along with its underlying principles, has earned the brand a loyal following. In this book, author Joseph Michelli explains how other brands can build a similarly memorable brand and customer experience.
Key Insights
- Empowering employees with trust (like the Ritz-Carlton’s $2,000 discretion policy) fosters a customer-first mindset.
- Crafting a memorable customer experience demands ongoing refinement and a steadfast commitment to excellence.
- Businesses that prioritize lasting customer impressions gain loyalty and long-term success.
- The importance of embedding customer service principles deeply into company culture.
Why You Should Read It
Looking for ways to elevate your brand’s customer service to a legendary level? The New Gold Standard provides actionable leadership principles that can be applied across industries, helping you create memorable and lasting customer experiences.
Best For
Business leaders, managers, and customer service professionals looking to create an unforgettable customer experience and build a culture of service excellence.
Quote From the Book
“Leadership often involves fostering the environment in which everyday creativity emerges in response to the needs of specific customer groups.”
Customer Service Books for Employees
Below, I’ve listed five customer service books for any representative who wants to make a difference in their position.
8. Anything You Want: 40 Lessons for a New Kind of Entrepreneur (2015)
Anything You Want shares the entrepreneurial journey of Derek Sivers, the founder of CD Baby, as he built his company from the ground up and ultimately sold it for $22 million. Sivers highlights the importance of a customer-focused mindset, showing how focusing on customers’ needs and experiences was key to his company’s success.
Key Insights
- Success often comes from solving customers' problems in simple, meaningful ways.
- Staying true to your values and vision, even as the business grows, can lead to long-term success.
- Building a company around what customers truly want creates a loyal following.
Why You Should Read It
This book is a must-read for any customer service professional at any level of expertise looking to learn how a customer-first mindset truly helps a business succeed.
Best For
Entrepreneurs, customer service professionals, and anyone looking to understand the value of prioritizing customers in business growth.
Quote From the Book
“Never forget that absolutely everything you do is for your customers. Make every decision — even decisions about whether to expand the business, raise money, or promote someone — according to what's best for your customers.”
9. The Art of Explanation: Making Your Ideas, Products, and Services Easier to Understand (2012)
As a customer service pro, I know you do a lot of explaining, and I know this because I’ve been the person asking the questions you give answers to. Lee LeFever is an expert in explaining complex topics. With his tips, you’ll become an expert who’s so good at explaining your product or service and solving customer queries that you never have to repeat yourself.
Key Insights
- Effective communication involves not just what you say but how you structure and deliver the message.
- The three Ps — planning, packaging, and presenting — can transform complicated explanations into digestible, clear communication.
- Concise explanations reduce customer confusion and foster trust, improving the overall service experience.
Why You Should Read It
This book offers practical strategies to make your customer interactions smoother and more efficient.
Best For
Customer service professionals, educators, and anyone who frequently explains complex ideas or products to others.
Quote From the Book
“Creating a great explanation involves stepping out of your own shoes and into the audience's. It is a process built on empathy, on being able to understand and share the feelings of another.”
10. Be Our Guest: Perfecting the Art of Customer Service (2011)
Be Our Guest provides a deep dive into the customer service strategies employed by Disney, a company renowned for its exceptional customer service. The book explores Disney’s approach to creating magical experiences by prioritizing customer-centric strategies, consistency, and continuous innovation.
Key Insights
- Consistency is crucial to creating customer experiences that encourage repeat business.
- Treat every interaction, no matter how small, as an opportunity to build customer loyalty.
- Adaptability and innovation are essential for maintaining high service standards over time.
- Disney’s principles can be applied across industries to foster a culture of exceptional service.
Why You Should Read It
For anyone inspired by Disney’s legendary customer service and who wants to understand the strategies that make it possible, Be Our Guest offers practical takeaways that you can apply to your day-to-day operations to encourage customer retention.
Best For
Customer service professionals, business leaders, and teams looking to implement consistent, customer-focused service strategies modeled after one of the most iconic brands in the world.
Quote From the Book
“Walt’s fundamentals for success still ring true. You build the best product you can. You give people effective training to support the delivery of exceptional service. You learn from your experiences. And you celebrate success. You never stop growing. You never stop believing.”
The State of Customer Service Report
Unlock essential strategies for exceeding customer expectations and driving business growth in a competitive market.
- Exclusive insights from worldwide CRM leaders
- Analysis of modern customer behaviors
- Closer look at the AI opportunity in CRM
- Strategies for staying agile in 2024 and beyond
Download Free
All fields are required.
Customer Success Books
These books are about taking customer service to the next level: customer success.
Once you‘ve started solving your customers’ problems and helping guide them toward solutions and strategies for achieving their goals with your product or service, you can start building a customer success program — one that helps your customers succeed so your business succeeds and turns your happy customers into your loyal advocates and evangelists.
11. Customer Success: How Innovative Companies are Reducing Churn and Growing Revenue (2016)
Written by pioneers of the customer success movement, this book provides a comprehensive look at how companies can reduce churn and grow revenue by focusing on customer loyalty and success. Although it focuses primarily on subscription-based SaaS businesses, its principles are applicable across industries.
Key Insights
- Customer loyalty can be divided into two types: behavioral (habitual) and attitudinal (emotional).
- Building attitudinal loyalty, where customers love a brand or product, is challenging but yields long-term benefits.
- Minimizing customer churn is key to achieving long-term business growth, especially in subscription-based models.
Why You Should Read It
Whether you’re involved in a subscription-based business or simply want to learn more about reducing churn and developing brand advocates, this book offers valuable strategies for fostering long-term customer success and engagement.
Best For
Customer success managers, SaaS business leaders, and anyone looking to foster better customer retention and loyalty in a subscription-based or service-driven business.
Quote From the Book
“You can't pour enough business into the top of the funnel to sustain real growth if customers are leaking out the bottom at a high rate.”
12. Delivering Happiness: A Path to Profits, Passion, and Purpose (2013)
Delivering Happiness by Tony Hsieh is a case study of Zappos’ rise to success, largely driven by its commitment to customer service and a unique company culture. Hsieh highlights the importance of culture as a determining factor in business success and advocates for focusing on excelling in one key area — in this case, customer service — rather than trying to do everything.
Like the authors of Uncommon Service, Hsieh advocates for choosing one thing to do exceptionally well instead of trying to be average at everything. And that one thing, he argues, should be customer service.
Key Insights
- Exceptional customer service can be a company’s primary differentiator and competitive advantage.
- A positive company culture is directly tied to customer satisfaction and business success.
- Prioritizing employee happiness results in higher-quality service and greater customer loyalty.
- Concentrating on one area of excellence, rather than spreading efforts too thin, accelerates long-term growth.
Why You Should Read It
This book is a must-read for professionals looking for inspiration on how to build a customer-centric company culture and prioritize service excellence. Delivering Happiness offers valuable lessons from one of the most successful customer service-driven companies.
Best For
Business leaders, entrepreneurs, and customer service professionals looking to create a company culture centered around customer service excellence.
Quote From the Book
“Happiness is really just about four things: perceived control, perceived progress, connectedness (number and depth of your relationships), and vision/meaning (being part of something bigger than yourself).”
13. Customer Loyalty: How to Earn It, How to Keep It (2002)
Jill Griffin’s Customer Loyalty provides practical, actionable advice on how to earn and maintain devoted customers. Each section of the book focuses on different stages of the customer experience, offering strategies to turn first-time buyers into repeat customers, prevent churn, and build long-term loyalty.
Key Insights
- Converting first-time buyers into loyal repeat customers is crucial for business growth.
- Identifying signs of churn early can help businesses take action to retain customers.
- Customer loyalty must be nurtured at every stage of the customer experience.
- Practical strategies can be applied immediately to enhance customer retention efforts.
Why You Should Read It
This book offers straightforward, easy-to-implement strategies for anyone looking to improve customer retention and loyalty, making it a valuable resource for businesses at any stage.
Best For
Customer service professionals, marketers, and business leaders looking for step-by-step guidance on creating and sustaining customer allegiance.
Quote From the Book
“The average American company loses 20-40 percent of its customers each year. Recognizing this pattern and its severe impact on corporate competitiveness and profitability, a business must move away from the long-accepted market share strategy to a radically different, more long-term approach to business: building customer loyalty.”
14. The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (2001)
Authored by Frederick Reichheld, one of the creators of the Net Promoter Score® (NPS), The Loyalty Effect explores how customer loyalty drives growth, profitability, and long-term value. I found Reichheld’s pioneering insights on the power of loyalty to be highly relevant today.
Key Insights
- Loyal customers not only cost less to service but also serve as brand advocates, bringing in free referrals and repeat business.
- Customer satisfaction leads to a willingness to pay higher prices, boosting profitability.
- Loyalty isn’t just about retention; loyal customers actively help grow your business through referrals.
Why You Should Read It
I can confidently say that, despite being published quite a few years ago, Reichheld’s key points aren’t, and will never be, outdated. If you want to dive deep into how devoted customers drive business growth and value, The Loyalty Effect offers timeless insights that remain as relevant today as when they were first introduced.
Best For
Customer service professionals, marketers, and business leaders who want to understand the profound impact of customer loyalty on long-term business success.
Quote From the Book
“Loyalty leaders tend to ignore modern management theory in favor of a code of behavior that is close to the Golden Rule, or … the Golden Rule itself.”
Customer Service Leadership Books
These books aren't written strictly for leaders, but they offer valuable lessons for managers and leaders who head customer-facing teams, as well as ideas for influencing and building trust with the customers you serve.
15. Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine (2015)
In Chief Customer Officer 2.0, Jeanne Bliss, a customer leadership expert, outlines five key competencies for building a customer-driven growth engine. While the book is geared toward executives, the principles apply to anyone looking to drive customer-focused growth.
Key Insights
- Viewing and managing customers as assets is essential for long-term business growth.
- Aligning company processes around customer experience ensures consistent, positive interactions.
- Creating systems to listen helps collect valuable feedback and refine customer experiences.
- Proactive innovation and a culture of leadership and accountability are critical for maintaining high service standards.
Why You Should Read It
Chief Customer Officer 2.0 offers actionable steps for building a customer-centric culture and driving growth through customer loyalty and engagement.
Best For
Executives, customer service leaders, and professionals looking to align their organization around customer experience and drive growth through client-first strategies.
Quote From the Book
“What I know from over thirty years as a CCO practitioner and coach to customer leadership executives and their C-Suite, is that we’ve got to take the reactive nature out of this work. Our work must be about embedding behaviors and competencies in the organization: Competencies that will transform how the business and operation are run, to achieve customer-driven growth.”
16. Start With Why: How Great Leaders Inspire Everyone to Take Action (2011)
Simon Sinek’s Start With Why illustrates how successful leaders inspire others by focusing on the deeper purpose behind their actions. By starting with “why,” leaders can rally teams, inspire loyalty, and create meaningful connections with both employees and customers.
This approach is especially powerful for customer-facing professionals looking to foster trust and build lasting relationships through purpose-driven communication.
Key Insights
- Starting with “why” drives a sense of purpose, motivating teams and deepening customer connections.
- Purpose-driven leadership fosters more engaged, mission-focused teams that can deliver better results.
- Understanding the core motivation behind customer needs helps build stronger rapport and long-term loyalty.
- Emotionally connecting with customers through purpose-based actions strengthens relationships and enhances customer satisfaction.
Why You Should Read It
For those interested in learning how to lead with purpose and inspire loyalty in both your team and customers, Start With Why provides a powerful framework for building meaningful, trust-based relationships.
Best For
Leaders, customer service professionals, and anyone looking to inspire loyalty by aligning teams and customers with a deeper purpose.
Quote From the Book
“If the leader of the organization can’t clearly articulate WHY the organization exists in terms beyond its products or services, then how does he expect the employees to know WHY to come to work?”
17. The Five Dysfunctions of a Team: A Leadership Fable (2009)
In The Five Dysfunctions of a Team, Patrick Lencioni uses a fable to highlight the key obstacles that prevent teams from working effectively together — namely, lack of trust, poor communication, and unresolved conflict. Through practical examples, Lencioni provides actionable strategies for leaders to foster trust, accountability, and team collaboration.
Key Insights
- Trust is the foundation for building a cohesive, high-performing team.
- Addressing and resolving conflicts leads to stronger team dynamics and better outcomes.
- Accountability drives commitment and ensures that team members are aligned with the organization’s goals.
- A culture of collaboration and unity is critical for achieving lasting team success.
Why You Should Read It
This book will appeal to those leading a customer-focused team who want practical strategies for improving team dynamics. The Five Dysfunctions of a Team provides actionable insights to help you build trust, foster accountability, and lead your team to success.
Best For
I find this especially useful for customer service leaders, managers, and anyone looking to supercharge team dynamics, foster a cohesive, high-performing team, and create strong, effective teams that focus on delivering excellent customer experiences.
Quote From the Book
“Great teams do not hold back with one another. They are unafraid to air their dirty laundry. They admit their mistakes, their weaknesses, and their concerns without fear of reprisal.”
18. Emotional Intelligence 2.0 (2009)
Emotional Intelligence 2.0 builds on the widely known concept of emotional intelligence — the ability to understand and manage your own emotions as well as others. The authors provide practical tools, tips, and frameworks for improving emotional intelligence (EQ) in everyday life.
Key Insights
- Emotional intelligence is a critical skill for managing both personal and professional relationships.
- Practical tools and tips make building emotional intelligence achievable in daily interactions.
- Enhancing emotional intelligence strengthens communication, empathy, and conflict-resolution abilities.
Why You Should Read It
I recommend this book because of its interactive quiz, which helps you identify strengths and areas for improvement, allowing you to focus on making the biggest impact on your EQ. Emotional Intelligence 2.0 offers a practical, hands-on approach to enhancing a vital skill for customer service and leadership.
Best For
This book is ideal for customer service professionals, leaders, and anyone looking to enhance their emotional intelligence to improve communication, empathy, and conflict resolution in both personal and professional relationships.
Quote From the Book
“The biggest obstacle to increasing your self-awareness is the tendency to avoid the discomfort that comes from seeing yourself as you really are.”
19. The Hard Truth About Soft Skills: Workplace Lessons Smart People Wish They'd Learned Sooner (2008)
In The Hard Truth About Soft Skills, Peggy Klaus emphasizes the critical role of soft skills — such as managing workloads, giving and receiving feedback, and understanding team dynamics — in driving career success.
Klaus argues that while hard skills are essential, it’s the mastery of soft skills that enables leaders to manage teams effectively and achieve business goals.
Key Insights
- Mastering feedback skills is essential for both personal and professional growth.
- Effective workload management supports leaders and teams in achieving business objectives.
- Understanding team dynamics and navigating office relationships is crucial for long-term success.
- Strong interpersonal skills enhance both individual performance and overall team cohesion.
Why You Should Read It
The Hard Truth About Soft Skills provides practical insights into mastering the interpersonal skills that are essential for career growth and successful team leadership.
Best For
I’ve found this book to be an excellent resource for customer service leaders and professionals looking to develop their soft skills to advance team leadership, communication, and career growth.
Quote From the Book:
“75 percent of long-term job success depends on people skills, while only 25 percent on technical knowledge.”
20. How to Win Friends and Influence People (1998)
Dale Carnegie’s classic How to Win Friends and Influence People remains a must-read for anyone looking to build on their leadership and interpersonal skills, both in the workplace and personal life. I love how this book is filled with timeless principles on building better relationships, communicating more effectively, and influencing others in a positive way.
Key Insights
- Showing honest and sincere appreciation can significantly strengthen relationships with customers and colleagues.
- Listening actively and making the other person feel important are key to building trust and rapport.
- Admitting mistakes quickly and sincerely helps diffuse tense situations and demonstrates integrity.
- Seeing things from the other person’s perspective can help resolve conflicts and create mutually beneficial outcomes.
Why You Should Read It
This book’s straightforward strategies for improving communication and building rapport make it a valuable tool for anyone looking to strengthen both personal and professional relationships.
Best For
I recommend this book for customer service professionals, leaders, and anyone looking to enhance their interpersonal skills and strengthen relationships with colleagues, customers, or clients.
Quote From the Book
“When dealing with people, remember you are not dealing with creatures of logic, but with creatures bristling with prejudice and motivated by pride and vanity.”
The State of Customer Service Report
Unlock essential strategies for exceeding customer expectations and driving business growth in a competitive market.
- Exclusive insights from worldwide CRM leaders
- Analysis of modern customer behaviors
- Closer look at the AI opportunity in CRM
- Strategies for staying agile in 2024 and beyond
Download Free
All fields are required.
Customer Service Writing Books
I’ve been writing for most of my professional career, and it’s likely that you have too. Even if you’re just writing emails, which customer-facing professionals do a lot of, it’s always important to have a few skills in your back pocket before you press “send.”
21. Everybody Writes: Your Go-to Guide to Creating Ridiculously Good Content (2016)
Ann Handley's Everybody Writes is one of my all-time favorite books on writing. Handley delivers a must-read guide for anyone involved in content creation, whether you’re writing blog posts, social media copy, or knowledge guides.
Known for her friendly, witty, and relatable tone, Handley makes even complex writing advice easy to digest. The book consists of 74 short chapters with actionable tips designed for immediate use, making it a handy reference for various writing needs.
Key Insights
- Writing isn’t just about being clear; it's about being empathetic to the reader’s needs, anticipating questions, and offering value at every turn.
- Editing ruthlessly is crucial — great writing often happens in the editing process, where clarity, brevity, and relevance are sharpened.
- Content should be created with a customer journey in mind, where each piece of writing serves a specific purpose, guiding the reader toward the next step.
Why You Should Read It
Ann Handley’s casual and humorous tone makes this guide a pleasure to read, delivering actionable strategies in an engaging, relatable way that can help writers of all levels hone their craft.
Best For
Everyone! I highly recommend this book for anyone wanting to sharpen their writing skills and create content that resonates with their audience.
Quote From the Book
“Empathy — like writing — isn‘t a gift. It’s a discipline. It takes some intentional effort and diligence to develop enormous empathy so that you can apply it to your writing.”
22. May I Have Your Attention, Please? Your Guide to Business Writing That Charms, Captivates and Converts (2016)
According to author Mish Slade, business writing doesn't have to be boring. (I completely agree). This book provides a ton of ideas and techniques for making every single word of your copy remarkable — from your website to your social channels to your emails.
Key Insights
- Writing with clarity and conciseness ensures customer questions are answered effectively.
- Anticipating customer needs in your writing builds trust and rapport.
- Infusing your copy with enthusiasm helps foster stronger connections with readers.
- Every word should serve a purpose, guiding readers toward action—whether it’s clicking, purchasing, or engaging further.
Why You Should Read It
May I Have Your Attention, Please? offers practical, customer-centric strategies that will help you create copy that not only informs but also captivates and converts. Slade’s techniques are particularly useful for customer service professionals who need to balance clarity and enthusiasm in their communication.
Best For
I find this book particularly useful for customer service professionals, marketers, and content creators who want to write more engaging, effective copy that speaks directly to their customers‘ needs, whether it’s for social media, knowledge bases, or website content.
Quote From the Book
“Something strange happens when people put fingers to keyboard: they panic, give their personality the night off, then start to use words they’d never use in real life. By the time they’re finished typing, it often looks like their sentences have been computed by a faulty robot.”
23. On Writing Well: The Classic Guide to Writing Nonfiction (2016)
A staple for any nonfiction writer, this book by William Zinsser teaches readers that everyone can learn to write well — and that the keys to writing well are communicating authentic personality and helpful information.
The principles in this book will teach readers how to write clearly and effectively to share important information while still being engaging and creative in the process. Regardless of who you’re writing to, Zinsser’s tips will help you craft sentences that make an impact.
Key Insights
- Clear, simple writing is more effective than complicated, jargon-heavy language.
- Authenticity in writing helps build a connection with the reader, making your content more engaging.
- Writing well requires practice and attention to detail, but everyone can grow with the right guidance.
- Effective nonfiction balances creativity with clarity, ensuring the message is both impactful and easy to understand.
Why You Should Read It
Praised for its clarity and warmth, On Writing Well is perfect for anyone who writes — whether it’s for business, personal projects, or just everyday communication. Zinsser’s practical advice and timeless principles will help you write with confidence, no matter the topic or style.
Best For
I’d recommend this book to customer service professionals, content creators, and anyone who wants to write more clearly and engage their readers.
Quote From the Book
“Writing is hard work. A clear sentence is no accident. Very few sentences come out right the first time, or even the third time. Remember this in moments of despair. If you find that writing is hard, it’s because it is hard.”
24. Several Short Sentences About Writing (2013)
In Several Short Sentences About Writing, Verlyn Klinkenborg emphasizes the power of short sentences to improve writing clarity and strength. His approach focuses on simplicity and balance, making communication clearer — especially when educating or informing customers.
Key Insights
- Short, simple sentences are key to clear, effective writing, reducing unnecessary complexity.
- Mastering sentence structure at a granular level enhances both clarity and effectiveness, especially in customer communication.
- Practicing brevity improves long-form writing by ensuring clarity and balance, making it easier for readers to engage with and understand your message.
Why You Should Read It
This book is a great resource for anyone looking to refine their storytelling and writing precision. Unlike most writing guides, this book doesn’t focus on traditional rules of writing but instead invites readers to rethink how they approach every sentence.
Best For
Whether you’re a seasoned writer seeking a fresh approach or a beginner building a strong foundation, this book is perfect for anyone looking to challenge their writing habits, strip down their work to its essentials, and develop a more thoughtful, deliberate style.
Quote From the Book:
“Writing isn’t a conveyor belt bearing the reader to ‘the point’ at the end of the piece, where the meaning will be revealed. Good writing is significant everywhere, delightful everywhere.”
Customer Service Books for IT Professionals
Information technology (IT) has two applications in customer service: internal support to help teams maximize efficiency with the tools they use to provide service, and external support to customers that ensures the systems they use to get support are as easy and straightforward to use as possible.
Both applications share the same goal: providing and delivering excellent service. Below, I’ll share must-read books for any customer service IT professional.
25. Age of Invisible Machines: A Practical Guide to Creating a Hyperautomated Ecosystem of Intelligent Digital Workers (2022)
In Age of Invisible Machines, tech leaders Robb Wilson and Josh Tyson explore how businesses can use conversational AI and hyperautomation to drive growth and gain a competitive edge. The book outlines practical strategies for creating an ecosystem of intelligent digital workers that can streamline operations.
While it isn’t specifically focused on customer service, I find the principles shared are valuable for building tools that customer support teams can integrate into their workflows to enhance customer satisfaction.
Key Insights
- Conversational AI can advance customer interactions and streamline repetitive tasks.
- Building a hyperautomated ecosystem allows businesses to scale efficiently and maintain a competitive advantage.
- The book provides practical steps for integrating automation tools into a company’s existing tech stack.
Why You Should Read It
The authors offer cutting-edge insights into the future of business automation. If you’re interested in how conversational AI and hyperautomation can transform your company, this book provides actionable strategies for creating scalable, efficient systems that can benefit your support teams as well.
Best For
This book is ideal for tech-forward leaders, IT professionals, and customer support teams looking to use advanced AI and automation technologies in their operations to make the customer experience more efficient.
Quote From the Book
“It’s always been frustrating for us to watch organizations invest heavily in marketing to get customers in the door and then invest more money in call centers to get them out the door.”
26. Digital Customer Service: Transforming Customer Experience for an On-Screen World (2021)
Digital Customer Service breaks down how customer service has shifted from old-school call centers to modern, digital platforms. Rick DeLisi and Dan Michaeli show how these changes let businesses connect with customers more easily on the devices they prefer, making interactions faster and less frustrating — ultimately boosting satisfaction.
Key Insights
- Omnichannel customer service, including online methods, is essential for meeting today’s customer expectations.
- Digital service creates a smoother, hassle-free experience for customers, reducing frustration and heightening satisfaction.
- The book traces the shift from traditional call centers to today’s digital tools, providing practical strategies for adapting to this transformation.
Why You Should Read It
For anyone interested in the digital transformation of customer service, this book offers a comprehensive look at how businesses can use modern technologies to improve customer experience. I find it’s a valuable resource for professionals looking to understand and adapt to the shift from traditional to digital service models.
Best For
Tech-savvy customer service professionals, managers, and business leaders who want to stay ahead of the curve in the evolving digital landscape.
Quote From the Book
“Customer service is experiencing a unique moment of opportunity. While the partial ‘digitization’ of customer service may have sufficed in the past, now is the optimal time to take the final steps towards true digital transformation.”
27. The Phoenix Project: A Novel About IT, DevOps, and Helping Your Business Win (2018)
I’m including The Phoenix Project in this list because of its unique approach to teaching DevOps principles through a relatable and fictional organization. Written as a novel, it’s a great alternative for those who seek a less textbook-feeling resource.
Key Insights
- The book introduces the “Three Ways” of DevOps: Flow (optimizing work from development to operations), Feedback (creating loops to fix issues early), and Continuous Learning (fostering a culture of experimentation and improvement).
- Finding and removing bottlenecks in workflows can seriously boost productivity and reduce delays.
- By limiting the amount of work in progress, teams can focus on completing tasks more effectively, avoiding the chaos of juggling too many things at once.
- Cross-functional collaboration between IT, business teams, and other departments is vital to breaking down silos and ensuring a unified approach to problem-solving.
Why You Should Read It
You’ll get practical insights on aligning IT with customer needs and business goals, while showing how cross-functional teamwork makes a real impact. Even though it’s a fictional story, the challenges mirror real life, making it easy to apply what you learn.
Best For
This book is ideal for IT professionals, business leaders, and anyone interested in learning DevOps principles in a more engaging, non-textbook format. It’s also a great read for those looking to better align IT with business and customer needs.
Quote From the Book
“Improving daily work is even more important than doing daily work.”
28. The 5 Principles of IT Customer Service (2016)
In The 5 Principles of IT Customer Service, Don Crawley emphasizes that mastering interpersonal skills like empathy, active listening, and pride in one’s work is just as important as technical competence for IT professionals.
Key Insights
- Empathy and active listening go a long way in understanding and resolving customer issues.
- Blending technical know-how with people skills makes problem-solving smoother and keeps customers happier.
- Clear communication helps bridge the gap between tech experts and non-tech customers, making interactions easier.
- Taking pride in your work not only boosts the service you provide but also brings personal satisfaction and loyal customers.
Why You Should Read It
I like how the book provides actionable insights and practical advice for IT professionals looking to elevate their customer service skills, not just by guiding colleagues through technical processes or resolving customer-facing issues, but also by building meaningful connections with customers through empathy and effective communication.
Best For
This book is a great fit for IT professionals and support staff looking to refine their communication skills and enhance the customer experience, while still maintaining a high level of technical expertise.
Quote From the Book
“Oddly, even if we don’t feel compelled to achieve excellence, the act of pursuing excellence can reframe our innermost wants and desires and transform our lives. As we think, so we act — and, paradoxically, as we act, so we think.”
29. Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service (2014)
Customer Experience 3.0 by John A. Goodman delves into the evolving role of technology in delivering exceptional customer service. Goodman highlights how customer expectations have shifted with the rise of digital tools and provides strategies for using technology to optimize customer experiences.
Key Insights
- Anticipating customer needs and using data to predict and prevent issues can boost satisfaction and efficiency.
- Customers expect seamless service across all channels, so consistency between digital and in-person interactions is key.
- While technology streamlines service, maintaining human interaction is essential for building trust and loyalty.
- Measuring customer experience with tools like Net Promoter Score (NPS) and Customer Effort Score (CES) helps track and improve service quality.
Why You Should Read It
Although published in 2014, Goodman’s comprehensive guide on using technology to improve customer satisfaction remains highly relevant today, offering strategies that blend human interaction with digital service in our fast-paced, tech-driven world.
Best For
I recommend this book for business leaders, customer service professionals, and anyone looking to understand how to integrate technology into service delivery to meet modern customer expectations.
Quote From the Book
“Companies need to create an empowered service system that allows employees to fully handle a problem, educate the customers on how to receive the most value from the product, and create inexpensive emotional connections.”
Keep Reading to Stay Ahead of the Customer Service Industry
For me, customer service has evolved beyond just resolving issues — it’s about creating memorable experiences that build loyalty and trust. Whether you're exploring new strategies through automation, mastering interpersonal skills, or learning from the best minds in the field, these books will give you the tools you need to excel in a rapidly evolving landscape.
But, customer service trends are always changing, and staying ahead means keeping up with the latest insights. To dive deeper into the future of customer service, check out HubSpot‘s The State of Customer Service 2024 report, where you’ll find key trends, data, and strategies for delivering exceptional service in today’s digital-first world.
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Editor's note: This article was originally published in March 2018 and has since been updated for comprehensiveness.
The State of Customer Service Report
Unlock essential strategies for exceeding customer expectations and driving business growth in a competitive market.
- Exclusive insights from worldwide CRM leaders
- Analysis of modern customer behaviors
- Closer look at the AI opportunity in CRM
- Strategies for staying agile in 2024 and beyond
Download Free
All fields are required.
![25% of Service Reps Don't Understand Their Customers [New State of Service Data + Tips]](https://www.hubspot.com/hubfs/companies-that-listen-to-their-customers-1-20241008-1837871-1.webp)
