Jeff Toister

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 vision is a shared definition of outstanding customer service that points everyone in the same direction. You can read this…

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 for many customer service leaders. Executives don't always feel they have the time or see the value of fully committing…

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 to the DMV, an interaction with the city planning department, or a municipal utility. Outstanding customer service may not be…

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 contact center professionals. She's the Community Strategist for the International Customer Management Institute (ICMI) and a terrific source of information…

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 the brand on the building. Your delivery driver might be an independent contractor. The contact center you call with billing…

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 the mission actually serves? You could go with the stock answer here. "The mission tells everyone why the company exists."…

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 to the counter where you pick up your drink and waited without saying a word. She continued staring at the...

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 customer service can make a difference. It could just be that your CEO read one of the many articles proclaiming...

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 dog, Miso, had recently died and she was finding it difficult to hide her grief at work.  That's exactly what…

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 a big 5.3 percent increase in customer satisfaction.  National banks have improved even more, claiming a 6.9 percent satisfaction gain.…

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 filet mignon. The woman was quite happy with her steak, but the man's was well-done when he had ordered medium-rare.…

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 Customer Satisfaction Index. It shouldn't be this way. Cable companies offer some amazing products. Blazing fast internet speeds. High-definition television…

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 deliver customer service training. They're facing pressure from executives to cut costs, but they don't have hard data to prove...

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 has reached its lowest point since the Contact Center Satisfaction Index (CCSI) was created in 2007.  The latest report covers…

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 process doesn't go well, the product may be returned and that customer may never buy another product from your company...

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 help us prevent shoplifting by showing us how shoplifters operated. The class was amazing. We learned advanced techniques used by…

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 a customer service representative what they want and how they want it.These frustrated customers often encounter a customer service agent...

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 a reminder. The idea is to reinforce good customer service skills by starting each week with a specific tip to...

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 prepare. The report studied 8.8 million customer service chats from 1,400 ecommerce companies in 2015. The results were further segmented...

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 them or realize their impact, but they're there.Take Alaska Airlines, for example.In 2016, the airline topped the traditional carrier segment...

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