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.
There's a long-running debate about customer service survey rating scales. Some people think they should be even, such as a survey that asks customers to…
Bryce (not his real name) dreaded coming to work. A regular customer frequently complimented Bryce on his appearance and made sexually suggestive comments. It made…
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of...
Note: This post was originally published on LinkedIn Pulse. Customer service leaders frequently ask me about employee empowerment. It sounds so good in theory, but...
Robots can be scary. They sometimes feels like a barrier to real customer service. Such as when you find yourself yelling "Human! Human! Human!" into...
It was a scene straight out of the movie, Office Space. The Vice President of Customer Service called a meeting of directors, managers, and supervisors....
I was recently in Watertown, South Dakota for a speaking engagement at the Watertown Convention and Visitors Bureau. Whenever I deliver a keynote presentation, I...
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of...
Many small business owners hope Google will bring in more customers. Some try to advertise using Google Ads. Others wade into the mysterious world of...
It's no secret Amazon is a customer-obsessed organization. What's fascinating to me is how they achieve this obsession. Former Amazon executive, John Rossman, shared some...