Do your customers feel valued? When they do, they keep coming back. When they don't, your business suffers. In this course, writer and customer service consultant Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. He also shares ways to find out what your customers really think about your service, and use their feedback to improve.
Customer Service --> Writer | Consultant | Trainer
Jeff Toister is an author, consultant, and trainer who helps customer service teams unlock hidden potential.
He is president of Toister Performance Solutions, Inc., a consulting firm that helps companies improve customer service. Jeff has appeared on numerous lists of top customer service experts including Global Gurus' World's Top 30 Customer Service Professionals, ICMI's Top 50 Thought Leaders to Follow on Twitter, and HDI's Top 25 Thought Leaders in Technical Support and Service Management.
Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service, a practical guide that helps leaders develop customer-focused cultures in their organizations. The book draws upon profiles of successful companies, shares cutting-edge research, and provides practical tools.
He is also a nationally recognized employee training expert, and was one of the first people to receive the Certified Professional in Learning and Performance certification from the Association for Talent Development. In 2015, Jeff was awarded the CPLP Contributor Award by ATD for his numerous contributions to the program. He is a past president of ATD's San Diego chapter, where he was a recipient of the WillaMae M. Heitman Award for distinguished service.
Jeff lives in California and serves clients throughout the United States.
- Jeff Toister is an author, consultant, and trainer who helps customer service teams unlock hidden potential.
Skills covered in this course
- I love customer service. It's fun to meet new people, and help them. I like the opportunity to make a difference in someone's day. Now, it's not always easy. It seems like we encounter a new challenge every day. Some customers are difficult to serve, and we don't always have all the answers. As customer service professionals our organizations count on us to overcome obstacles, and find a way to keep our customers happy. Hi, my name is Jeff Toister. I'm an author, consultant, and trainer who helps customer service teams unlock their hidden potential. I'd like to share with you some proven techniques for delivering outstanding customer service. These are techniques I've learned from spending more than 25 years working as a customer service trainer, manager, and front line employee. This LinkedIn Learning course explores three fundamental skill sets. Creating stronger customer relationships by building rapport, exceeding your customer's expectations, and proven ways to solve problems, and defuse customer anger. Along the way we'll also look at how you can personally benefit from developing your customer service skills. If you're like me you'll find that using these skills can make serving customers a little easier, and a lot of fun.
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