jun 06 top 5 business books for field service leaders
Field service leaders are tasked with crossing a fine line. They must consistently provide excellent customer service while constantly increasing the profitability of the service. LinkedIn groups, blogs, webinars, and conferences are valuable resources for improving how field service leaders can deliver ongoing value. however, books are often overlooked in the pantheon of professional development tools.
You are reading: Field service management books
We’ve identified five of the most valuable business books on customer service and field service management available today for field service leaders. Although closely related, some of these books focus more on customer service, while others are specific to field service management within field service organizations. all of which can help you and your teams better serve your customers, improve customer satisfaction and loyalty, and improve your bottom line.
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1. Be Our Guest: Perfecting the Art of Customer Service: Disney is known as one of the world’s most customer-focused companies, seeking to delight customers through every experience. This book helps field service leaders see new possibilities through concepts not found in a typical field service organization. If you’re wondering how Disney’s customer service model can help your field service management organization, rest assured, you can. this book will enlighten you on ways to provide the highest quality of service and always deliver more than is expected, making all customer experiences memorable.
2. Raving Fans: A Revolutionary Approach to Customer Service – In this classic book on customer service, the authors provide key insights that enable you to create a unique customer service experience for your business. Illustrated with real life examples, ideas include:
- decide what you want. create a detailed vision of your customer-centric service model.
- discover what the customer wants.
- deliver your vision plus 1 percent. exceed customer service delivery every time to create consistency and loyal repeat customers.
The book takes these concepts to a much deeper level and provides guidance on how to implement each step in your organization’s customer service model. The ultimate goal of this book is to enable you to change your customer service paradigm and create enthusiastic fans for your business.
3. 42 Rules for Superior Field Service: The Keys to Profitable Field Service and Customer Loyalty – When you search for the keywords “Field Service Management Books” on Amazon, this book comes out on top. Widely read among field service professionals, this book provides 42 “rules” for field service organizations to help transform their businesses into customer-centric machines. there are sections on sales and marketing, operations, supply chain and finance, people, and internal departments. each of these sections outlines the steps necessary to optimize and align individual areas of your business so that you can provide the best services to your customers. This book is a true guide for field service leaders on how to successfully run a well-functioning and profitable field service organization.
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4. Delighting Your Customers: 7 Simple Ways to Elevate Your Customer Service from Ordinary to Extraordinary: An eye-opening statistic that illustrates how out of touch organizations are with their customers is described in the book description: “A survey found that while 80 percent of companies described themselves as providing ‘superior’ service, consumers put the figure at just 8 percent”. This book describes the three truths of exceptional customer service. these include:
- Exceptional customer service reflects the essence of every employee’s job function in the service industry.
- Exceptional customer service is always voluntary.
- Exceptional customer service generally costs no more to provide than poor customer service.
According to the author, “With so much poor customer service, great customer service becomes truly exceptional. Exceptional customer service is never a happy accident that a company stumbles upon. It is always the result of intent and design.” This book helps you do just that.
5. The Service Culture Playbook: A Step-by-Step Guide to Getting Your Employees Obsessed With Customer Service: This book provides a step-by-step guide to changing your company culture from an inward-driven to a completely customer-centric one. client. As the title suggests, it’s about fostering a workplace where every employee is obsessed with providing the best possible service at all times.
The book features an endearing story of an airport operations manager creating a memorable experience for a boy who had lost his favorite stuffed animal. The operations manager received word that the boy had left his stuffed animal, Hobbes, behind while he waited to board. the family was going on vacation and would not return for a few days. Hobbes was recovered, and the operations manager proceeded to take pictures with the stuffed animal as various personnel, including firefighters, pilots, air traffic controllers, and baggage handlers, were transported through the airport. he then assembled the photos into an album documenting the animal’s journey while its owner was away. the family returned to the airport lost and found on their return trip. pure delight ensued and the family was moved to tears. the heartwarming story received national media attention and gave the airport a new culture of going the extra mile for travelers. this is a great example of taking the customer experience to the next level. Learn more from experts and best practices through our mobile field technician enablement guide, a comprehensive resource for field service leaders.
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