Service Failure, Jeff Toister
Service Failure, Jeff Toister
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Service Failure
The Real Reasons Employees Struggle with Customer Service and What You Can Do About It

Author: Jeff Toister

Narrator: Walter Dixon

Unabridged: 5 hr 39 min

Format: Digital Audiobook Download

Publisher: Ascent Audio

Published: 10/12/2012


Synopsis

Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company?

Rather than offering another set of tactics for improving customer service, this audiobook takes a novel approach by rooting out the real reasons employees aren’t delivering the service they should. The results can be both surprising and illuminating, such as:

• Company culture doesn’t always support service excellence

• Over-emphasis on cost reduction often increases the cost of service

• Employees are torn between doing the right thing for the customer and following policy

• Poor products and services can make helping the customer nearly impossible

• Employees’ interests often don’t align with company goals

Once core problems are identified, the audiobook offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.

About Jeff Toister

Jeff Toister helps customer service teams unlock their hidden potential. He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on LinkedIn Learning including Customer Service Foundations and Leading a Customer-centric Culture. Jeff was named one of the top thirty customer service professionals in the world by Global Gurus. He was also named one of the top fifty thought leaders to follow on Twitter by the International Customer Management Institute. Jeff holds a certified professional in learning and performance (CPLP) certification from the Association for Talent Development.


Reviews

Goodreads review by Dolly on June 23, 2013

I won this on Good Reads. Easy to understand analysis of why customer service strategy work or don't work. Good read for anyone who works in a customer service field. Would be good to send anonymously to a clueless upper management.......more

Goodreads review by Chris on May 05, 2024

I listened to the audiobook and while it is mostly outdated, talking about call centers, which have mostly been closed as a result of robocalls and AI and giving someone change vs. companies no longer wanting to accept cash in favor of credit and debit card or digital transactions. Perhaps Toister c......more

Goodreads review by Simon on March 14, 2020

Written for people with a interest in helping service customers better and help management to get out of there own way to help that happen.......more

Goodreads review by J on February 15, 2014

I picked this book up on a whim, and it turned out to be one of the better books I have found on dealing with productivity as related to people. I found myself thinking about colleagues, administrators and even my students as I read through. I don't enjoy re-reading books but this is one that will b......more

Goodreads review by Lotty on November 16, 2013

A healthy look at how workplace policies can place employees in to impossible binds to providing quality service. It also provides clear suggestions to eliminate the binds. Real life examples illustrate great policies at some companies and contrast good intentions at other companies that net poor re......more