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.
Five Characteristics of a Powerful Customer Survey
Customer are constantly getting pummeled with survey requests. We get them via email. They pop up when we visit a website. The auto mechanic pulls...
Lessons From The Overlook: Experience Your Customers’ Experience
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town...
How Shake Shack Stands for Something Good
It was 10:55am and there was already a line. I was standing outside Shake Shack's Theatre District location in New York City with my friend,...
How to Empathize With Customers
The airline passenger was angry about missing her flight. It was her fault. She had been sitting at the bar a short distance from the...
Why Internal Competition is a Bad Idea
A Vice President for a large financial services company recently asked me about the merits of creating internal competition. He was thinking about creating a...
Study: Surveys On Store Receipts Are “Total Garbage”
We've all gotten a survey invitation on a store receipt. A 2016 study from Interaction Metrics found that 41 of the 51 largest U.S. retailers...
United’s Oscar Munoz Refuses to Acknowledge This Massive Problem
We all know about the United Airlines dragging incident. Passenger buys a ticket and boards a plane. The passenger is later told to leave the...
How To Get Coworkers to Step-up Their Service
A question I often receive from customer service professionals is "How do I get my coworkers to improve their service? It can be frustrating to...
An Inside Look at Amazon’s Fulfillment Center Operations
Do you ever wonder how Amazon orders arrive so fast with near-perfect accuracy? The company's operational excellent is the backbone of Amazon's reputation for outstanding...
What Maslow’s Hierarchy Says About Customer Service Employees
We've all felt beaten up by a customer. It's part of the job. A customer is angry, maybe even unfair. Intellectually, we know they're complaining...
Three Social Media Trends in Customer Care
A story about United Airlines and leggings recently went viral. The gist was the airline was accused of denying boarding to two teenage girls because...
Inside Gallup’s New Employee Engagement Report
Employee engagement efforts are stuck in a rut. That's the verdict from Gallup's 2017 State of the American Workplace Report. The latest study pegs employee...
Lessons from the Overlook: How Standardization Drives Service
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town...
A Powerful and Simple Way to Retain Customers
Customer loyalty is a huge business driver. Selling to existing customers is typically cheaper, faster, and more effective than selling to new customers. They buy...
Insider Perspectives: Ideal’s Don Teemsma on Field Service
Don Teemsma, President of Ideal Plumbing, Heating, Air, & Electrical Every home owner needs a few go-to service providers. One of mine is Ideal Plumbing,…
Three Big Trends from LiveChat’s Customer Service Report
Chat software provider LiveChat recently released its 2017 Customer Service Report. The latest report is a treasure trove of data on chat. Here is a...
The Best Time to Manage Customer Expectations
We've all seen a customer blow up at an unpleasant surprise. Many of those situations come down to expectations. The customer expected one thing to...
Insider Perspectives: Fonolo’s Shai Berger on Skipping the Queue
Shai Berger, CEO, Fonolo Waiting on hold is a terrible customer experience. You dial a customer service phone number, slog through an endless menu of…
A Master Class in Expectation Management
Things can go wrong in a hurry if you don't manage customer expectations. My wife, Sally, and I recently stayed at The Albion River Inn....
Insider Perspectives: SocialPath’s Al Hopper on Social Media
Al Hopper, COO & Founder of SocialPath Solutions. A recent experience highlighted the evolution of social media customer service. I was traveling from San Diego…