The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service Kindle Edition

A Helpful Guide to Customer Service Culture

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Tfcdawg

September 1, 2017

Format: PaperbackVerified Purchase

The Service Culture Handbook is very helpful for anyone leading a customer service center. The recommendations of Jeff Toister (same guy who does many of the customer service courses on Lynda.com) are easy to understand and he provides a straight-forward approach for implementation. I would highly recommend this book for any leader managing a customer service function for the first time, or any leader who wants to foster a customer service culture within their organization.

Jeff has provided an easy to read roadmap for creating

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James E Collins

April 24, 2017

Format: PaperbackVerified Purchase

Jeff has provided an easy to read roadmap for creating, implementing and sustaining a customer service improvement plan. He illustrates real world examples of both great customer service and less than stellar customer service performances and how they can impact a company's reputation. Jeff has a knack for writing each personal story as you can feel the happiness when someone goes above and beyond as well as cringe when people are creating more havoc than providing even acceptable customer service.

One person found this helpful

Best book on customer Service to date!

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Lori Ann Roth

May 4, 2017

Format: PaperbackVerified Purchase

Jeff Toister has out done his last book "Service Failure". This book has incredible customer service examples and a step by step path for any one to follow for excellent customer service. Well Done Jeff!

One person found this helpful

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September 15, 2017

Format: Kindle EditionVerified Purchase

Great insight into great customer service. Very good examples of companies doing it the right way and steps to copy them.

One person found this helpful

Delivers on what's promised!

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George

February 19, 2018

Format: Kindle EditionVerified Purchase

Very easy to follow with specific guidelines and examples. Can be used as a great resource to improve culture at all levels. Highly recommended.

Great Product, received as promised

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Amazon Customer

July 26, 2017

Format: PaperbackVerified Purchase

Great Product, received as promised

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AMAZON USER

A must for any leader

October 1, 2017

Format: PaperbackVerified Purchase

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.

2 people found this helpful

Guide to understanding the service culture in the USA today.

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Most recent customer reviews

AuroraOlga

It is a good guide to outline the present understanding of the service culture.in the United States.

Published 5 months ago

Roy Atkinson

Get it. Read it. Use it.

The Service Cuture Handbook should be required reading for every CxO as well as customer service directors and managers.Read more

Published 11 months ago

Josh Vollendorf

easy to read

When I was the Employee Learning Manager at Gateway Technical College, I brought in Jeff Toister to help us develop a new customer service training program.Read more

Published 11 months ago

Denise Shanghai

Outsanding

This book is very well written, perfect guide to start implementing and getting ideas on how to create the company vision and culture. I highly recommend this book.

Must Read for Service Obsessed Leaders

Catherine Hillier

As a Support leader, I want to understand how I can apply actionable steps to create a true customer centred culture.Read more

Jeff does a great job of engaging the reader to imagine all aspects ...

william cohen

This is a very strong and logical follow up book to "Service Failure". Jeff does a great job of engaging the reader to imagine all aspects of service within their...Read more

He has written yet another great resource for customer service

Laura Ramirez

Jeff has done it again! He has written yet another great resource for customer service. There is information about alignment, culture, and customer service, oh my!Read more