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.
How to Avoid Confusion Between KPIs and Goals
Imagine going on a road trip.Your destination is 100 miles away and your GPS system says it will take about two hours to get...
Culture, Not Rogue Employees to Blame at Wells Fargo
Employees at Wells Fargo have done a bad thing. Now, the question is who's to blame?Last week, Wells Fargo made national headlines when it was...
How to Benchmark Your Way to Mediocrity
An entrepreneur named Sara recently emailed me to ask about customer service benchmarks. She was writing a business plan for a new company and wanted...
Don’t Make This Big Mistake When Choosing Service Channels
Imagine you had to contact TSA.That's the Transportation Security Administration, the government agency. The agency that's been blamed for long lines and missed flights. Surprisingly,...
How Demanding Extras Can Undermine Service Quality
It's interesting to read other people's customer service stories.There's often a valuable lesson involved. But, I'm also fascinated by how these stories are written....
The Department You Need to Check to Avoid Service Failures
In 2008, the shipping company DHL ran an ad campaign touting their outstanding customer service.Each ad showed different service encounters where a DHL employee...
Why You Need to Partner Up with Angry Customers
It was the yelling that caught everyone's attention.Well, that and the guy emphatically slamming his hand on the hotel's registration desk. A line of...
How to Improve Customer Service Training by 900%
Imagine your employees need customer service training.You want to hire a professional. Someone who can share cutting-edge concepts and really fire up the team. The...
The Hidden Flaw in Your Customer Survey Program
Here's a little trivia in honor of the upcoming July 4th weekend. Why is July 4th America's independence day?Some people believe it's when the Continental...
Five Ways to Avoid the Customer Service Summer Slide
Photo Credit: Brian Smith Teachers call it the summer slide.It refers to the loss of learning that happens to school children during their summer break....
Unexpected Gamification Advice from The Mario Brothers
Picture 7th grade me.I won't show you an actual picture. That would be too embarrassing. So, just imagine an awkward, skinny kid with a bad...
Three Surprising Stats About Serving Customers Via Social Media
Let's start with a bonus stat.The 2015 Customer Experience Management Benchmark report from Execs in the Know found that only 64 percent of companies...
One Year in to Comcast’s Massive Customer Service Overhaul
In May 2015, Comcast announced plans to overhaul their miserable customer service. The company was adding 5,500 new jobs. Technology would improve. Management set a...
Your Phone Agents’ Unexpected Self-Service Problem
Scott hadn't logged into the phones all day.He had was behind on too many open support tickets. They were all nasty, too. None of...
NewVoiceMedia Report: Service Failures Cost $62 Billion Per Year
A new report from NewVoiceMedia estimates that poor customer service cost U.S. businesses $62 billion in 2015. That's a 50 percent increase from 2013. The...
Inside an Adobe Connect Service Failure
I want to give Adobe money. I want to continue using their Adobe Connect webinar platform. Adobe hasn't made it easy.This is the story...
Why Air Travel is So Unfriendly
Have you ever had a bad airline experience?OK, I joke. Of course you have. We've all had one. The only people who haven't had...
How to Write a Customer Service Vision Statement
It's the most essential element in customer service.That's how I describe a customer service vision. It's a shared definition of outstanding service that gets...
What To Do When Customers Don’t Follow Your Rules
The airport shuttle bus driver was exasperated.She had a nice little system, but passengers weren't paying attention. They'd clumsily get in the way, as...
Inside the 2016 ACSI Travel Report
The American Customer Satisfaction Index (ACSI) has just released it's 2016 Travel Report.The report highlights customer satisfaction ratings for the airline, hotel, and internet...