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.
Companies Are Trying to Blame Employees for Service Failures
Sandee gave the same speech to every customer."If you give me a 10 on the survey, the whole store gets credit. If you give...
Spot the Customer Ownership Mentality Before It’s Too Late
Customers think they own things they really don't.It's an instinctive thing. I first noticed this quirk of human nature years ago as a customer...
Employees vs. Robots: Who Is Better At Service?
This is a real question.According to a recent report from Execs In The Know, 47 percent of companies are trying to shift traffic from...
Here’s What’s New In Social Media Customer Service
That's apparent when reading the latest Customer Experience Benchmark report from Execs In The Know and COPC, Inc. This report is the 2015 Corporate...
How Employee Overconfidence Causes Service Failures
Hubris created one of the funniest and saddest moments in my training career.I had been hired to conduct customer service training for an airport...
3 Ways Effective Employee Onboarding Can Boost Customer Service
Onboarding new hires can feel like a small miracle.They start without many of the skills they need to serve your customers. Then, in a...
How Do You Define Outstanding Customer Service?
Note: This post was originally published on the ICMI blog.Last Fall, OneReach asked 63 thought leaders for their opinion on the best way to improve...
Why Retail Customer Satisfaction Continues to Drop
There's good news and bad news in the world of retail.The bad news is retail customer satisfaction dropped for the the second straight year...
Why The Phone Is Still King For Customer Support
The phone is not dead.Let me tell you why. Actually, allow me to gush. I recently had a customer service experience over the phone...
How to Use Surveys to Save Angry Customers
Companies that use customer service surveys fall into three groups.The first is the majority. These companies just report the numbers. They don't really understand...
Why Five Stars Might Scare Away Your Customers
Negative reviews can enhance your product's reputation.That's the finding from a study conducted at Northwestern University’s Spiegel Digital and Database Research Center. The research,...
Ten Ways to Fix Contact Center Turnover
Attrition is the biggest contact center challenge in 2016.That's according to this research from Strategic Contact that outlined the top contact center challenges for...
Does Your Customer Service Team Have a Turnover Problem?
Employee turnover is a constant worry for customer service managers.This was a huge topic for ICMI's conference advisory board, a group that gives input...
How to Stop Employees From Survey Begging
We've all experienced survey begging.Sometimes, employees offer an incentive. My nephew was recently offered free food in exchange for giving a fast food restaurant...
Are Dual Monitors Bad For Customer Service Agents?
You've probably heard about the research.The line goes like this, "Studies show that employees are more productive using dual monitors than they are using...
Five Ways Weekly Customer Service Tips Can Boost Your Team
You can get a lot of great ideas from listening to customers.A few years ago, I met a client for coffee. She had sent...
What Gift Baskets Taught Me About Customer Service Trade-Offs
When I was in college, I worked for the Boston chapter of a nonprofit organization called AIESEC. Our mission was to foster international and...
Highlights From 2015 National Customer Rage Study
Customer Care Measurement & Consulting (CCMC) recently released it's 2015 National Customer Rage Study.The study was conducted in partnership with the Center for Services...
13 Ways To Calculate The True Cost of Customer Service
You've heard the heady numbers.For example, a 2014 NewVoiceMedia study revealed that U.S. businesses lose $41 billion per year due to poor customer service....