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.
Anatomy of a Lousy Survey
This blog has spent a lot of time on surveys lately. There's a post on how to write a great survey with just three questions....
Why Training is a 1% Solution for Improving Customer Service
Your organization has decided it’s time to work on customer service. Maybe there’s been a few complaints. Perhaps employees are struggling to do things right....
Do Your Employees Know Their REAL Job?
Some service failures are frustratingly obvious.Take this one for example. I spoke at the CRM Evolution 2014 conference last week. The conference was fantastic...
CRM Evolution 2014 Conference Re-cap
I attended the CRM Evolution 2014 conference in New York City this week. It was my first time attending the conference, so I was...
Does Your Company Deliver on Its Basic Promises?
Every company has basic promises they make to their customers.These aren’t measures of extraordinary delight. They aren’t the stuff of legend. A basic promise...
The Four Hour Email Response Time Challenge
The latest research reveals the average customer expects companies to respond to their emails within just four hours. That’s scary fast for many contact centers....
Three Critical Moments in Every Customer’s Experience
There are three moments in every service experience that matter most.They have an outsized impact on what your customers will remember. Get them right...
Comcast Botches Service Failure Apology
Comcast issued an apology last week for a service failure that went viral.The apology stressed that the employee’s actions were not consistent with how...
Why We Need Customer Service Reminders
You can solve a lot of problems just by listening to your customers.A few years ago, I followed up with Sue Thompson, the Associate...
How Clio Took Service to the Next Level
In late 2013, Clio was growing at a rapid pace. They were one of the first companies to offer cloud-based legal practice management software,...
Customer Service Lessons from The Karate Kid
I love The Karate Kid and all it’s cheesy awesomeness.In the movie, the main character Daniel-san learns karate from his mysterious mentor, Mr. Miyagi....
Using Yelp Reviews to Improve Your Business
Your business’s Yelp rating is a beacon that signals to potential customers.A four or five star rating will encourage new customers to give your...
How to Respond to Negative Yelp Reviews
A negative Yelp review can feel like a punch in the gut.You work hard, train your staff, and pour your heart into providing great...
Three Social Customer Care Trends You Can’t Ignore
Note: This post was originally posted on LinkedIn. You can find more of my LinkedIn posts here.Social customer service was a big topic at...
Five Yelp Trends Business Owners Need to Know
If you’re a business owner who dislikes Yelp, you’re not alone.Business owners worry that unflattering reviews might scare away potential customers. They’re suspicious that...
3 Ways to Avoid Check-the-Box Service
What’s the primary role of a customer service employee?For many people, the “right” answer is delighting customers. There’s also a difference between what is...
A Mind-blowingly Epic Post About Words
My friend Michelle and I recently had a conversation about the use of adjectives. It went something like this:“I could really go for some...
Here’s Your Next Level Customer Service Action Plan
Step 1: Define Outstanding ServiceThe first and most important step is to define outstanding customer service. Every employee must share the same definition and...
Five Reasons Why Customer Service is Hard
Note: This post originally appeared on LinkedIn.Customer service is hard. Anyone who tells you otherwise is in denial, bad at it, or both. The...
One Thing That Makes Multitasking Five Times More Dangerous
Multitasking and customer service don’t mix.New research suggests there’s one thing in particular that degrades our ability to juggle multiple tasks at once. It...