Jeff Toister
About Jeff Toister
Speaking videos
Books by Jeff Toister
“The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promises” (2021)
The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promises
“Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service” (2019)
Are You Endlessly Trying To Improve Your Employees' Customer Service Skills, But Getting So-so Results? There May Be A Culprit That You've Never Considered.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.getting Service Right Is Filled With Examples From Well-known Organizations, Real Stories From Frontline Employees, And The Latest Scientific Research. These Powerful, Sometimes Counterintuitive Insights Can Be Applied At The Organizational, Departmental, Or Individual Level To Help The Entire Team Deliver Outstanding Customer Service.note: 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 I
“Customer Service Tip of the Week: Over 52 ideas and reminders to sharpen your skills” (2018)
Reinforce Your Customer Service Skills! The Best Customer Service Professionals Know It Takes Consistent Focus To Serve Customers At The Highest Level. Whether You Want To Deliver World-class Customer Service Or Just Get Back To The Basics, Customer Service Tip Of The Week Is Your Resource For Proven Tips, Ideas, And Techniques. Thousands Of Customer Service Professionals From All Around The World Read The Weekly Customer Service Tip Of The Week Email. Now You Can Get More Than 52 Of The Most Popular Tips All In One Book. Use These Tips To Build Rapport, Exceed Customer Expectations, And Solve Tough Problems. Select Tips By Category, By Specific Challenge, Or Just Go In Order. Each Tip Includes A Short Explanation Plus Practical Suggestions. Focus On One Tip Per Week To Sharpen Your Skills Over Time. Customer Service Leaders Will Find Additional Resources For Sharing The Tips With Your Team!
“The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service” (2017)
The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
“Service Failure: The Real Reasons Employees Struggle With Customer Service and What You Can Do About It” (2012)
Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees aren’t delivering the service they should. The results can be both surprising and illuminating, such as: • Company culture doesn’t always support service excellence • Over-emphasis on cost reduction often increases the cost of service • Employees are torn between doing the right thing for the customer and following policy • Poor products and services can make helping the customer nearly impossible • Employees’ interests often don’t align with company goals Once core problems are identified, the book offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.
At a glanceJeff Toister
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