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Jeff Toister

Jeff Toister
Jeff Toister is the bestselling author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service: www.serviceculturebook.com.

You Can’t Fake Authentic Customer Service

Nobody likes a phony. Many customer service professionals are incredibly authentic. Their service is genuine because it comes from the heart. Other customer service professionals…

Five Ways to Capture VOC Data Without a Survey

Ugh. Not another survey. Customers are tired of surveys. You might be tired of your own survey too. There’s even a term called survey fatigue.…

Book Review: What’s Your Purple Goldfish

I always enjoy a book that’s practical. One book that fits this description is What’s Your Purple Goldfish?: How to Win Customers and Influence Word...

Don’t Let New Employees Get Lost on the Learning Curve

Jesse stood awkwardly next to her trainer who was ringing up customer orders. It was a busy weekday morning at the bagel shop where...

Why Priming is Essential to Outstanding Customer Service

Are you primed to provide outstanding service? There’s a concept in psychology called priming. According to a helpful overview from Psychology Today, priming refers to...

Six Ways to Improve Customer Service Without Training

What's the fastest way to improve customer service? I'll give you a hint: it's not training. A lot of customer service managers prescribe training as...

How to keep your New Year’s resolution to improve service

Did you make a New Year's resolution this year? There's a small lake near my home that has a paved two-lane path around it. The...

7 Ways to Provide More Responsive Customer Service

It's a race to respond quickly to customers. Note: This post originally appeared on the AMA Playbook blog. Customers expect responsive customer service. A 2012…

What your CFO really needs to know about customer service

You need to show your CFO the money! Let's face it. We customer service professionals aren't particularly good at making a business case for...

Here’s what your contact center agents are really thinking

A study from BenchmarkPortal reveals new insights into what contact center agents are really thinking. The Agent Voices study was based on over 5,000 surveys...

Corporate culture’s hidden influence on customer service

This post originally appeared on the Salesforce Blog. You can also read my latest Salesforce blog post, "How to Satisfy and Delight Your Customers." Camille...

Engaging customers via social media? Get a personality.

Almost four years ago, I ran a little experiment to see how companies engaged their customers via Facebook and Twitter. The results were dismal. Fast...

Five New Ways to Quickly Improve Customer Service

There's no magic pixie dust that improves customer service quickly and easily. Or is there? Well... It turns out there are a few shortcuts. I…

Advertising great service is like Al Capone’s Vault

On April 21, 1986 an estimated 30 million people tuned in to watch Geraldo Rivera host The Mystery of Al Capone's Vaults. At the...

Three essential steps to improving employee performance

Are your employees maximizing their potential? Most of us are trying to improve employee performance at some level. Individual contributors try to do their jobs...

5 Ways to Train Contact Center Agents Faster

Faster (and better) training is possible! Note: this post originally appeared on ICMI.com. New hire training represents a significant investment for many contact centers with…

Improve your service instincts with this simple technique

Honing your instincts can help you choose the right path. <div class="sqs-block html-block sqs-block-content" data-block-json="{"wysiwyg":{"engine":"code","mode":"htmlmixed","isSource":false,"source":""},"html":" Anyone can say theyu2019re good at service.  Itu2019s easy to…

Contact Center Conference Fall 2013 Re-cap

The Fall 2013 Contact Center Conference was a hit. The Fall 2013 Contact Center Conference was in Phoenix, AZ this week. Phoenix is a...

The Biggest Myth in Customer Service

This post originally appeared on the Salesforce Blog. You can also read my latest Salesforce blog post, "The Hidden Influence of Excellent Customer Service." There...

Day 3 Re-cap: ICMI’s 2013 Call Center Demo & Conference

<div class="sqs-block html-block sqs-block-content" data-block-json="{"wysiwyg":{"engine":"code","mode":"htmlmixed","isSource":false,"source":""},"html":" This week, Iu2019m attending ICMIu2019s Call Center Demo and Conference in Atlanta, GA. It can be tough to keep track...

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