We’re always encouraging customer service professionals to extend their knowledge, and plenty of books on the subject are readily available.
So many, in fact, that we could have devoted page after page to them. Instead, we thought we’d focus on reviews and recommendations, and places where you can get hold of books on customer service. If there’s a book you’d like us to review or recommend, please get in touch with us.
Recent publications
The Multichannel Challenge - Integrating Customer Experiences for Profit
"The authors provide a practical, road-tested process for developing multichannel strategy. Don't just read it, use it!" Mike Ashton, SVP Marketing, Hilton International
Publisher: Butterworth-Heinemann
ISBN: 978-0-7506-8711-9
Author: Hugh Wilson, Rod Street, Lindsay Bruce
Price: £29.99
Publication date: Spring 2008
Out to lunch - back in six hours
Tales of the unexpected, the unbelievable and the unforgiveable
Stories about customers and customer service experiences by ICS chairman Ted Johns.
Written in Ted's own inimitable style and laced with equal measures of humour, wit and sarcasm, the book will undoubtedly strike a chord with service providers and receivers everywhere.
Here's what one reader says:
"In a moment of lunacy I have just again picked up Out To Lunch. I wish to complain that it has almost totally consumed my lunch break! Could a future edition please include these warnings:
- This book is compulsive – the publishers will not be held responsible for any loss of productivity arising from the reading thereof
- This book should not be read by anyone who will be embarrassed by laughing uncontrollably in front of bystanders. It must not be read in public places
- This book must not be read near electrical equipment due to the tendency of readers to shed tears of laughter!”
Publisher: Institute of Customer Service
ISBN: 978-1-906080-01-3
Author: Ted Johns
Price: £6.99
Publication date: October 2007
Out to lunch - back in six hours may be purchased from our online shop.