The Service Culture Handbook, Jeff Toister
The Service Culture Handbook, Jeff Toister
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The Service Culture Handbook
A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

Author: Jeff Toister

Narrator: Roger Wayne

Unabridged: 5 hr 41 min

Format: Digital Audiobook Download

Publisher: Tantor Media

Published: 02/25/2020

Synopsis

Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service.

The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you’re just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You’ll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.

Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction.

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 Leila

This book is a must-read for anyone that has a hand in shaping their organization's culture, brand, and inevitably–success. Especially for those who run teams that handle front-line interactions with customers or company-wide communications, it is imperative that they understand that every single in......more

Goodreads review by dogo

"support ride-alongs." This is where people from other parts of the company spend time working alongside support agents to solve customer issues. Training without objectives is vague, non-specific, and difficult to measure. Many customer service leaders have told me that the number-one obstacle to emp......more

Goodreads review by Wally

Another view of the Career Visioning Process A very good book on the importance of culture as a key part of what makes great businesses extraordinary businesses. Lots of great examples and downloadable templates to help any business leader create, grow and embody a powerful productive culture.......more

Goodreads review by William Brophy

Highly Recommended! If you'd like to create change in your business culture so it focuses more on delighting customers, read this book with your team and begin implementing it's advice asap! It's filled with wisdom in order to pull this outcome off.......more

Goodreads review by المهند

It is hard to understand the challenge of changing orgnization's culture without getting exposed to real-life examples, I found this book interesting and it is a must to read book by CEO's ... Because they are the focal point that dermines success or failure in culture change program.......more

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