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 a Product Marketing Manager at 8x8. He has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Be sure to connect with him on Twitter and LinkedIn.

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