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About Jeff Toister
Jeff Toister is an author, consultant, and trainer who helps companies develop customer-focused cultures.
He is the author of four books, including The Guaranteed Customer Experience, The Service Culture Handbook, Getting Service Right, and Customer Service Tip of the Week.
More than 500,000 people on six continents have taken his video-based training courses on LinkedIn Learning. Jeff's videos on LinkedIn Learning include Customer Service Foundations, Working with Upset Customers, and Leading a Customer-Centric Culture.
He has been named one of the Top 30 customer service professionals in the world by Global Gurus and one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute.
Jeff holds Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.
Mail: 5694 Mission Center Rd #264, San Diego, CA 92108
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Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.
In short, imagine a workplace culture where employees were absolutely obsessed with customer service.
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you’re just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You’ll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service.
Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction.
Praise for The Service Culture Handbook:
"The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." —Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles
"Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." —Brad Cleveland, founding partner and former CEO, International Customer Management Institute
Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as:
- Company cultures that unwittingly discourage excellent customer service.
- Employees torn between following policy or serving the customer.
- Cost reduction efforts that actually increase the cost of service.
- Poor products and services that make it impossible to satisfy customers.
- Bad habits that make it difficult to listen to customers' needs.
Note: This is a second edition. The first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It
The Guaranteed Customer Experience turns the concept of a guarantee on its head. An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations.
- Discover what truly motivates customers to buy from you.
- Earn your customers' trust with an experience guarantee.
- Avoid service failures that cause customer churn.
Creating a consistently great customer experience doesn't have to be a complicated and daunting task. The Guaranteed Customer Experience will help whether you're looking for a model that's easy to implement and understand, or you're trying to find a critical piece that's been missing from previous customer experience initiatives.