Jeff Toister LinkedIn Posts
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@jefftoister
I arrived early for my presentation and found this. It would have been easy to blame the employees. Here's why I didn't:
The host
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I arrived early for my presentation and found this. It's easy to blame the employees, but I blame the leader. Here's why -->
The
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Brutal honesty about customer service work:
Many employees apply because it's the job they can get, not because it's the job they want.
The best
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Call Center Campus is back!
I'm excited to be part of this three-day conference for contact center leaders.
You'll discover how to elevate your team's
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How do you deal with difficult customers?
Start by changing your mindset.
"Dealing with someone" is dismissive and adversarial.
That difficult customer is going through
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Michael was in a rush to get to work. Rushing made him late.
He knocked over his trash can while backing out of his
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Kitchens for Good transforms lives through culinary arts.
Its cornerstone program helps apprentices facing barriers to employment gain the skills they need for a
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Strange things happen when you know customers are waiting. Your instinct is to speed up, but that causes problems.
Bad things happen when you
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Become a better customer service trainer.
I'm facilitating a live online workshop on March 19. It will help you train your customer service team
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Many customers prefer email.
Don't make these three classic mistakes.
Mistake 1: Unmonitored inboxes
A contractor lost business because the webform on his website sent email
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Your customer service employee isn't performing. Don't give up yet. These four quick fixes might help.
1. Describe the gap
2. Check: can it be
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The mom needed jeans for her 13-year-old son. She was nervous and worried about getting it wrong.
I was a 16-year-old retail associate when
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Join me for an interactive Q&A session about customer service training. Bring your toughest questions or share them ahead of time as a
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Two questions:
1. Does your organization have written values?
2. Do employees know them?
Values guide how people treat customers and each other.
But written values are
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I'm in the recording studio to narrate the audio version of my book, The Guaranteed Customer Experience.
Narration is a first for me.
Professional voice
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Can you buy another company's service culture?
One executive thought so.
"We're using The Ritz-Carlton," he bragged.
The Ritz-Carlton has a well-known service culture. It's packaged
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You notice something unusual the moment you walk into The Hills Pub.
Someone greets you. Immediately. Cheerfully. Authentically.
You've just walked in, and you already
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Want to support customer service employees?
Be an oasis.
In the desert, an oasis is a place of refuge.
There's water and shade. It's a place
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Do you train customer service employees?
I've created this facilitator's guide for you.
It uses the Customer Service Foundations course on LinkedIn Learning.
The course is
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How do recover from a service failure?
I'll be sharing unexpected insights at Call Center Campus.
The conference is in Austin, Texas May 1-3. Hosted
