Many times, clients ask me for recommendations on how to keep the training evergreen. They invite me to visit their location to give a talk or training on IT customer service and they want to continue the momentum started with my visit.
Start a Customer Service Book Club
I frequently recommend they start a book club to read and discuss books oriented around people skills.
It makes sense to start with my book The Compassionate Geek since their staff has just spent time with me learning the five principles and other concepts from the book. The challenge for some organizations is how to continue the book club after finishing The Compassionate Geek. Here are additional recommendations for your book club’s reading:
- The Compassionate Geek: How Engineers, IT Pros, and Other Tech Specialists Can Master Human Relations Skills to Deliver Outstanding Customer Service by Don R. Crawley
- The 5 Principles of IT Customer Service Success by Don R. Crawley
- Don’t Believe Everything You Think by Thomas N. Kida
- How to Win Friends and Influence People by Dale Carnegie
- Man’s Search for Meaning by Viktor N. Frankl
- 7 Habits of Highly Effective People by Stephen Covey
- Win Forever: Live, Work, and Play Like a Champion by Peter N. Carroll, Yogi Roth, Kristoffer A. Garin
- Emotional Intelligence: Why It Can Matter More Than IQ by Daniel Goleman
- Social Intelligence: The New Science of Human Relationships by Daniel Goleman
- Generations at Work: Managing the Clash of Boomers, Gen Xers, and Gen Yers in the Workplace, 2nd Edition, by Ron Zemke, Claire Raines, and Bob Filipczak
- Power Phrases, by Meryl Runion
- One Small Step Can Change Your Life: The Kaizen Way by Robert Mauer, PhD.
Obviously, there are many additional books which are well worth reading related to customer service, interpersonal communication, and people skills. This list is not intended to be comprehensive, it’s merely a starting point.
The key is to read.
Whether you’re in a book club or not, read much and read often. Read authors with whom you disagree.
If you have suggestions, please leave a comment.