Description
Review "Jeff Toister's The Service Culture Handbook is the perfect guide for building a true service focused culture in any organization. The easy to follow steps are outlined in a clear, concise way with plenty of supporting research and real company examples of success and missteps. It is a fun, engaging and buzzword free guide that doesn't shy away from the message that it takes long term commitment, patience and courage to build and maintain a service culture." --Vickie Friece, Senior Vice President Operations--Service Delivery/Financial Operations, Meta Payment Systems"Jeff Toister has written a book with the formula for business success in the 21st century. If you are looking for what can help transform your business from mostly transactional to partner and service oriented, this book is for you." --Jason Gardner, CPLP, Administrator, Organizational Development, Southwest Gas Corporation"Jeff provides a clear blue print on how to create and sustain a customer service culture. Written in an engaging style and filled with practical examples, companies will have all the tools they need to create a successful customer service culture." --Joshua Vollendorf, Manager, Employee Learning, Gateway Technical College"One of the best Customer Experience books of all time" - BookAuthority Product Description 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.Praise for The Service Culture Handbook:"The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." —Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles"Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." —Brad Cleveland, founding partner and former CEO, International Customer Management Institute About the Author 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 Develop