Summary of The Service Culture Handbook

Looking for the book?
We have the summary! Get the key insights in just 10 minutes.

The Service Culture Handbook book summary
Start getting smarter:
or see our plans

Rating

8 Overall

9 Applicability

7 Innovation

7 Style


Recommendation

Customer service expert Jeff Toister explains how companies can develop a corporate culture in which employees obsess about providing top-flight customer service. Social media’s ubiquity and awesome reach mean that companies must perform at the pinnacle of service for every customer in every transaction. If even one customer interaction goes awry and the customer posts a single negative story online, it can have ruinous consequences. Toister explains how much detail quality customer service demands, how to deliver service that draws and retains consumers, and how to engage and reward employees who become heroes of customer service. getAbstract recommends his informative guide to senior executives, and HR and customer service professionals. 

In this summary, you will learn

  • How corporate culture and employee engagement shape customer service;
  • Why your organization needs a “customer service vision;” and
  • How to develop a “customer-focused culture.”
 

About the Author

Jeff Toister is a certified learning and performance professional who works with customer service teams. He offers a popular video-based training courses on LinkedIn Learning (Lynda.com). Global Gurus named him one of the world’s top 30 customer service professionals.

 

Summary

Every Interaction Matters

A cashier at the typical retailer deals with 20 or more customers per hour. On a typical flight, four attendants serve approximately 150 passengers. The typical service call center helps at least 10 customers each hour. If even one of these interactions goes bad and the customer posts a negative review online, the consequences can devastate a company given the ubiquity and wide reach of social media. In this environment, companies must invest in customer service.


More on this topic

Customers who read this summary also read

Hug Your Haters
Hug Your Haters
8
Beyond the Sales Process
Beyond the Sales Process
7
Shift Ahead
Shift Ahead
7
Matter
Matter
9
Domino's Atoned for Its Crimes Against Pizza and Built a $9 Billion Empire
Domino's Atoned for Its Crimes Against Pizza and Built a $9 Billion Empire
8
The Zombie Business Cure
The Zombie Business Cure
7

Comment on this summary