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.
The Most Important Customer Need Is Often Overlooked
Note: This post was originally published on the AMA Playbook Blog.Customers have two types of basic needs. Unfortunately, it’s the most important need that...
Book Review: What Great Brands Do
Denise Lee...
Why Managers Don’t Make Customer Service a Priority
A recent study found that 93 percent of executives said customer experience was one of their top priorities. Saying something is a priority doesn’t necessarily...
Seven Ways to Be More Responsive to Email
Most of us are drowning in email. The daily onslaught of email and inboxes containing 100+ messages make it hard to keep up with the...
Why Your Customer Service Training Needs to Flip
Flipped learning is hot topic in training circles. It has the potential to fix one of the most fundamental problems that plagues corporate training. Employees...
Customers and Co-workers Expect Faster Email Responses
The results of my 2014 email response time survey reveal it may be time to re-think our response time standards. Customers, co-workers, and even...
Why Your Employee Engagement Survey is a Waste of Time
Let’s start with what most of us agree upon: Employee engagement is important Engaged employees are more productive Engaged employees provide better customer service The…
Re-cap of Customer Service Meet-up at Phone.com
Last night, Jeremy Watkin and I co-hosted a customer service meet-up at Phone.com. It was a small, informal gathering of customer service professionals from...
The Fight or Flight Response in Customer Service
Human beings are hardwired to deal with danger. Our defense mechanisms automatically kick in when we’re confronted with a physical or psychological threat. We instinctively...
American Airlines Tried to Send Me to the Wrong Airport
The airlines have cut back on a lot in recent years. There’s a charge for checked luggage. It takes more miles to earn a...
5 Signs Your Customer Service Survey is Missing the Point
Note: This post originally appeared on the Salesforce blog. Check out my latest post on the Salesforce blog, "Why Role Playing Doesn't Work for Customer Service Training."Customers...
A Customer Service Training Technique That’s Easy as 1, 2, 3
Training customer service employees doesn’t have to be too difficult or time-consuming. I recently wrote a post that demonstrated how performance checklists can be used...
How Unresolved Service Failures Can Cost You Big Time
Sally's Mom loved the bouquet ordered through ProFlowers. Service failures happen. They’re unfortunate. Many are preventable. But make no mistake, they happen to every business.…
How to Analyze and Act on CSAT Data
You probably survey your customers. But, do you learn anything from those surveys? More important, do you use that insight to improve service? Chip Bell,…
The Fastest, Simplest Way to Train New Hires
New hire training time is unproductive time. The new hire doesn’t yet have the skills to do their job. Someone else must take time away...
Why You Should Stop Trying to Improve Your Survey Scores
There’s a lot of pressure these days to improve customer service survey scores. Executives review the scores on a regular basis. Business units are compared...
Benchmarks Give Mixed Reviews for Retail Customer Service
You can learn a lot from customer service benchmarks. You just have to be willing to conduct a little analysis. Two retail sector customer service...
The Killer Three Question Customer Service Survey
“Surveys are too long.”That’s one of the biggest reasons why customers don’t complete satisfaction surveys. Their time is valuable. Take 100 questions to ask...
A Lost Employee, Found Three Weeks Later
I wrote a post a few weeks ago about Jesse, a new bagel shop employee who was lost on the learning curve. She was set...
Customer Satisfaction vs Delight: Why You Need Both
Note: This post originally appeared on the Salesforce blog. Check out my latest post on the Salesforce blog, "5 Signs Your Customer Service Survey is...