Breaking the Ice Episode #3: Our Favorite Customer Service Books


Episode #3 of Breaking the Ice is in the books. In this weekly segment we answer one icebreaker question and one customer service or customer experience question. Here are the questions for this week:

Icebreaker:¬†You’re a Starbucks beverage. What are your ingredients and what is your drink name?

Customer Service Question: What book do you find yourself often going back to in your work in customer service? Why?

The Starbucks drinks got a little weird. As for the customer service question, here are the books we mentioned:

We’d love to hear your answers to this week’s questions in the comments below. Also, stay tuned for Episode #4 as we’ll have our first special guest. We’ll keep it a surprise until then.

Jeremy Watkin is the Director of Customer Experience at FCR, the premiere provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and experience professional. He is co-founder of the Customer Service Life blog and a regular contributor. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

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