Legendary customer service is never accidental, and it can't happen within an organization where there is no clearly defined service strategy.  As part of our service culture consulting, we recommend the following resources.  Each talks about methods for defining exceptional and lessons you can take back to your organization.  All titles are available on amazon.com.

General Customer Service Strategy

• Hardwiring Excellence: Purpose, Worthwhile Work, Making a Difference
• Unleashing Excellence: The Complete Guide to Ultimate Customer Service
• What's the Secret: To Providing a World-Class Customer Experience
• Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
• Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process

Disney Culture and Customer Service

• Be Our Guest: Perfecting the Art of Customer Service
• Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney
• Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life

Zappos Culture and Customer Service

• The Zappos Experience: 5 Principles to Inspire, Engage, and WOW

Ritz Carlton Culture and Customer Service

• Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

For more information about customer service training courses or service consulting, contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .