Small Business Support: Customer Service Resources

YPRL Staff

13 May, 2022

Did you know that Yarra Plenty Regional Library Service has a variety of digital and physical resources to help with growing and supporting your business?

This month we’re exploring customer service skills in small businesses and how owners can empower their staff to improve the way they service their customers.

The level of service given to customers before, during and after the transaction of a good or service can have an impact on the reputation of the business. Customers are increasingly seeking quality service when they interact with a business and are willing to pay a higher price for it. Business owners can upskill themselves and provide customer training for their customer-facing staff, which are proven strategies to help the business maintain a competitive advantage and grow.

Here are our top three picks of the month that will help you develop customer service skills in your small business:

The Communication Book by Mikael Krogerus and Roman Tschäppeler, 2018

This book helps people at all levels of business to communicate better at work and in their everyday life. The authors use 44 ideas to share what they’ve selected as the most important communication theories and explain how they can be used in your business, day-to-day. Learn how to brush up on small talk, and develop your listening skills to make more meaningful connections with your colleagues and customers.

The new gold standard: 5 leadership principles for creating a legendary customer experience curtesy of the Ritz-Carlton Hotel Company by Joseph Michelli, 2015

The New Gold Standard looks at key principles that form the world-class leadership and service at the Ritz-Carlton Hotel Company. Its executives and staff are trained in award-winning Leadership Centres in areas which provide the tools and processes that can be applied to small businesses.
Gain some wisdom from the engaging stories of the company’s employees from around the world and find out the leadership tools and processes which can be applied in your small business.

The A to Z of Customer Service, Kanopy

A to Z of Customer Service is one of Kanopy’s Instructional Great Courses that covers the impact of first impressions, how to deal with complaints and difficult customers, and the importance of teamwork and staff training.

Staff from two customer-oriented workplaces, a theme park and a hotel chain, give their perspective and discuss common challenges and how to overcome them.


For more tips, tools, and upcoming events for your business, visit our Small Business Support page.

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