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.
Insider Perspectives: UL’s Nate Brown on Implementing a Vision
Nate Brown, Director of Customer Experience A customer service vision is essential to customer focus. If you've not heard this term before, a customer service…
Insider Perspectives: Keynote Speaker Teresa Allen on Executive Buy-in
Teresa Allen, Keynote Speaker Customer service initiatives won't go anywhere unless your company's top brass gets fully behind it. That can be a tall order…
Insider Perspectives: Public Sector Service Expert Wendi Brick
Wendi Brick, Customer Service Consultant Think about the service you get from government agencies. What comes to mind? Perhaps you think about your last trip…
Insider Perspectives: ICMI’s Erica Marois on Contact Centers
Erica Marois, Community Strategist In any industry, there are a few people you absolutely need to know. Erica Marois is one of those people for…
Insider Perspectives: Hyundai’s Sprina Moon on Franchises
Sprina Moon, Sr. Manager Retail Process Improvement Customer service is outsourced in many businesses. That fast food chain may be run by a franchisee, not…
How to Tell if Your Mission Has Lost Its Meaning
Raise your hand if your company has a mission statement. Most companies have one. Yours probably does. Mine does. But have you ever wondered what purpose...
How to Stop Automation From Stealing Your Job
The woman walked into Starbucks, glued to her phone. She never said hello and wasn't greeted. Eyes fixed on her phone screen, she strode over...
Five Game-Changing Actions to Elevate Service in 2017
Is customer service on your radar for 2017? Perhaps you want to improve your survey scores. Your company may be facing a new initiative where...
How Do You Smile When You Don’t Feel Happy?
It's not easy to hide your feelings. My friend Jenny Dempsey recently wrote a personal and poignant post about this on her blog. Her beloved...
New Report: Banks Post Big Customer Service Gains
Finally, some good news in customer service! The American Customer Satisfaction Index (ACSI) Finance and Insurance report has just been released and banks have posted...
The Critical Mistake to Avoid When Solving Customer Problems
The man's steak was hopelessly overcooked. The server noticed almost immediately. He checked on the couple right after they each took a bite of their...
Why We Hate the Cable Company
The cable company sucks. It doesn't matter which one. Subscription television service and internet service providers are the two lowest-rated private-sector industries on the American...
3 Deadly Evaluation Mistakes That Can Destroy Your Training
It's budgeting season for many companies, which means your training programs may be at risk. Many of my clients are looking for cheaper ways to...
Contact Center Satisfaction Reaches Lowest Point in 9 Years
CFI Group has just released its 2016 Contact Center Satisfaction Index, and the results aren't pretty. The report reveals that consumer satisfaction with contact centers...
How to Use Simple Video to Save Your Customers Headaches
Product assembly is a moment of truth. For some customers, this is no issue. For others, its a potential exercise in frustration. If the assembly...
9 Underhanded Ways to Boost Your Survey Scores
I'll never forget shoplifting class. It was a workshop for associates at the retail chain I worked for in high school. The idea was to...
Angry Customers Just Get Angrier When You Do This
A switch gets flipped for many customers when they're angry.They go from mild-mannered, easy-going people to stern, direct, and unyielding. These customers will tell...
Six New Customer Service Tips to Share With Your Team
Each week, I send out a Customer Service Tip of the Week email to my subscribers. (Not a subscriber yet? Get it here.)It's usually...
Inside LiveChat’s New Ecommerce Holiday Shopping Report
Is your customer service team ready for the holiday season? A new report from chat software provider LiveChat provides some insight that can help you...
The Secret, Undercover Customer Service Team
Great organizations have a secret customer service team.These employees work undercover to help their organizations consistently deliver outstanding customer service. Customers may never see...