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.
The Internet of Things (IoT) is changing our lives. IoT refers to everyday devices connected to the internet. Our appliances, door locks, thermostats, vehicles, and...
A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software,...
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town...
Employee recognition can be a minefield. One key distinction is to decide between rewarding or recognizing good performance. Rewards are a pre-determined "if-then" proposition. If...
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town...
The term "soft skills" is typically used to refer to a wide range of interpersonal skills. This includes leadership, emotional intelligence, and customer service. There's...
Note: This post originally appeared on LinkedIn. A Customer Service Tip of the Week subscriber recently emailed to ask for my advice on managing an employee...
Evan Watson, Improv Actor & Customer Service Professional Improvisational theater, or improv, is unscripted. Actors are typically given a suggestion for a scene and they…
"Let's create an incentive plan!" That's the rallying cry for lazy managers. Whether its lagging customer service survey scores, poor productivity, or dismal attendance, lazy...
Improving loyalty is a big reason companies survey customers. The challenge is finding ways to actually accomplish that goal. Customer service leaders tell me confidentially...
"What are the best metrics for my customer service team?" It's a question I'm frequently asked. In some environments, like contact centers, leaders have access...