Help customer service teams unlock hidden potential and take customer service to new levels. In this course, designed to benefit managers and frontline employees alike, instructor Jeff Toister shares research and offers insight into what elite customer service professionals know and do, and discusses the two basic needs of every customer. Find out how social pressure can affect quality of service, learn what highly motivated customer service employees have in common, and discover ways to encourage people to work together as a team.
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
- Hi, my name is Jeff Toister. I'm a consultant, trainer, and author, who helps customer service teams unlock their hidden potential. One question I'm often asked is, what's new in customer service? Perhaps you already know the basics, and you're ready to take things to the next level. Maybe you're trying to get an edge on your competition, or if you're like me, you're just fascinated by customer service and always want to learn more. This video will share some of the latest customer service research. I'll focus on three areas where organizations can implement these concepts. We'll start by looking at ways we can influence our customers perception of the service we provide. Next, I'll show you how to enhance your service senses so you can better understand your customers' needs. Finally, I'll introduce some unexpected ways that teamwork impacts service quality. We've got a lot to cover, so let's get started.
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