Jeff Toister

Member Since: 20th Feb 2018

Bio

Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Service and Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.

More than 140,000 people from six continents have taken one of his video-based training courses on LinkedIn Learning (a.k.a. Lynda.com).

He is a nationally recognized employee training expert and a sought after speaker with more than 20 years of experience.

Jeff Toister

President Toister Performance Solutions, Inc.

1st Jul 2019

Why customers shouldn't help you write your service vision statement

Having a customer service vision is an important step to building a customer-focused culture. But involving customers in the creation of...

Management

10th Apr 2019

Why service staff avoid taking ownership - and how to help them

Customer service staff often deflect problems when they believe the issue was someone else’s fault. But customers don't want blame - they...

Management

18th Mar 2019

When are the dangerous times to deliver customer service - and how can you manage them?

Time of day influences service quality, according to research. So what can organisations do to account for this? What time of day are you...

Management

2nd Jan 2019

The hidden danger of murky buzzwords in customer service

Why is it so important that everyone in your business has a common definition for certain buzzwords and terms? Years ago, a company hired...

Management

26th Nov 2018

How to get promoted into customer service leadership

Three pieces of advice from customer service leaders that can help you earn that big promotion. Getting your first shot at a leadership...

Management

25th Oct 2018

When is the best time to deliver service culture training?

Leaders shouldn't rush training staff on service culture, as there are certain steps that need to be taken first. Any service culture...

Management

10th Sep 2018

Do happy employees really lead to happy customers?

Data from the American Customer satisfaction Index proves whether the adage 'happy staff leads to happy customers' is true or false. You've...

Engagement

13th Jul 2018

How to discourage customers from tweeting public complaints

Public complaints on Twitter can be painful for brands, and can cause them damage. How can they be avoided while still placating the...

Channels

18th Jun 2018

Why service leaders must focus on middle-performers to improve CSAT

Why do we focus on the performance of contact centre agents at the bottom and the top, but rarely the middle? Think about which employees...

Contact centres

4th May 2018

Are customer expectations of email response times unreasonable?

Email is and will remain a critical customer service channel, according to new research. A 2017 study from inContact revealed that just 43...

Channels