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The Service Culture Handbook
Book

The Service Culture Handbook

A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

Jeff Toister
Jeff Toister, 2017

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Editorial Rating

8

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. 

Take-Aways

  • Many firms fail to offer high-quality customer service.
  • Their executives claim it’s difficult to get employees to help customers or to be courteous and respectful.
  • In a “customer-focused culture,” employees can become customer service heroes.  

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.

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    M. S. 2 years ago
    customer is looking for a good service rendering and always have a better attitude towards them
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    S. S. 4 years ago
    NIce summary. Thanks
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    M. B. 6 years ago
    Great reminder that good customer service impacts all ages and array of business.