Getting Service Right by Jeff Toister

Getting Service Right by Jeff Toister

Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.

Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as:

• Company cultures that unwittingly discourage excellent customer service.
• Employees torn between following policy or serving the customer.
• Cost reduction efforts that actually increase the cost of service.
• Poor products and services that make it impossible to satisfy customers.
• Bad habits that make it difficult to listen to customers' needs.

Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.

Note: This is a second edition. The first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.

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 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 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.

SKU	Unavailable
ISBN 13	9780578433363
ISBN 10	0578433362
Title	Getting Service Right
Author	Jeff Toister
Condition	Unavailable
Binding Type	Paperback
Publisher	Toister Performance Solutions
Year published	2019-03-15
Number of pages	228
Cover note	Book picture is for illustrative purposes only, actual binding, cover or edition may vary.