Whether it's an individual employee or an entire team that is underperforming, there are often simple solutions that will instantly improve customer service. Unfortunately, many managers don't know where to look. In this short course, expert Jeff Toister provides step-by-step instructions for solving many common customer service problems, including chronic complaints, slow service, or low first contact resolution. The course reveals tools to quickly find and fix these problems before they get out of hand.
Customer Service --> Writer | Consultant | TrainerJeff 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.
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. This course explores quick fixes to everyday customer service challenges. So, what's a quick fix? Let me give you an example. Employees in a small office were expected to help greet visitors whenever the receptionist was off duty. They wanted to create a great first impression, but they also had to follow some basic security procedures to screen visitors through an intercom system before letting them into the building. The challenge was that nobody could seem to remember the security procedures. How would you fix this? Set up a training class? Email the procedure to the entire office? Train someone to be the backup receptionist? The real solution was much simpler. The office put up a small sign near the receptionist's desk that spelled out the three step security procedure. The sign quickly fixed the problem. Employees could easily follow the security…
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