Get your FREE 30-day trial.Please complete all fields.
Jeff Toister
Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It, a book that reveals hidden obstacles to outstanding service. His company, Toister Performance Solutions Inc. helps clients identify these obstacles so they can improve customer service.
There are a lot of
myths in customer service. There's the notion that the Net Promoter Score is
only about asking one question (it’s not). There’s the popular saying that the
customer is always right (they aren’t). There’s even an unspoken feeling that no
complaints mean things are going well...
Read More
The
ability to pay attention is one of the most important customer service skills.
It helps us understand our customers’ needs and identify solutions to make them
happy.
Unfortunately,
this ability can become strained or even compromised as our brains respond to
an ever-increasing avalanche of...
Read More
Friendliness is a basic expectation for
employees serving customers. It doesn’t cost anything and isn’t really a skill
that needs to be trained. So why do we still receive unfriendly service over
and over again?
I remember walking into a furniture store
with my wife, Sally. There...
Read More
