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The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service Paperback – March 23, 2017
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"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
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 Lynda.com including Customer Service Fundamentals 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.
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Top customer reviews
It's overwhelming, I know. But here's the deal - it doesn't have to be and this book will show you why. Why is culture important and why do so many initiatives fail? What is culture? What does it look like within the context of your team or company? How do you align your company's goals around culture? How do hire and train the right people? The answer to these questions, and so much more, are found in this book.
Oh, and one last thing. This is not some dreary academic text with prose baked in Ambien. Jeff writes with a very conversational tone which makes this book an easy read.
The book is loaded with examples of both the enablers and potential pitfalls that may be encountered along the way. It also includes tangible activities and tools to help each company shape the service culture that is right for their organization and customers. The fact that the handbook clearly states “Culture is not a side project. It’s a way of doing business that should be integrated into everything you do…” makes it clear that it is a journey that requires effort both to create it and then sustain it!