Posts by Jeff Toister
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Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It (www.servicefailurebook.com), 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. Jeff is a nationally recognized employee training expert and one of the first people to receive the Certified Professional in Learning and Performance (CPLP) credential from the American Society for Training and Development. In 2013, he joined the #CustomerService100, a list of the Top 100 customer service thought leaders on Twitter.
role of customer service

3 Ways to Avoid Check-the-Box Customer Service

By | Posted Feb 25, 2014

What’s the primary role of a customer service employee? For many people, the “right” answer is delighting customers. There’s also […]

how to fulfill customer needs

The Most Important Customer Need is Also the Most Overlooked

By | Posted Feb 3, 2014

Customers have two types of basic needs. Unfortunately, it’s the most important need that often gets overlooked when dealing with […]

responsive customer service

7 Ways to Provide More Responsive Customer Service

By | Posted Dec 2, 2013 | 2 Comments

Customers expect responsive customer service. A 2012 Oracle study found that customers expect responses to Facebook and Twitter inquiries within […]