Jeff Toister

What if you could guarantee your customers an amazing experience—and then deliver on that promise every time?

The Guaranteed Customer Experience turns the concept of a guarantee on its head. An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations.

Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered. Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should.

Reinforce your customer service skills! Thousands of customer service professionals from all around the world read the weekly "Customer Service Tip of the Week" email. Now you can get more than 52 of the most popular tips all in one book.

Discover how to get your team excited about customer service, with these practical tips from expert Jeff Toister. Jeff explains how to create a vision that gets everyone on the same page, engage employees, and be the customer service champion your company needs. The concepts apply whether you lead a small team, a department, or an entire organization.

In this course, Jeff Toister reveals the essential skills you need to get great customer service. Discover how to develop rapport, go the extra mile to increase the likelihood of having a memorable service experience, and be part of the solution.

Working with angry or upset customers can be a big challenge. Over the course of ten daily lessons delivered via email, you’ll learn proven ways to defuse customer anger and prevent people from boiling over.

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.

In this course, learn skills and techniques for providing outstanding internal customer service to colleagues within your organization. Jeff Toister shares how to build positive workplace relationships, communicate effectively, and serve coworkers who can be difficult to work with. He also provides techniques for managing—and exceeding—expectations for internal service, and solving problems quickly and effectively.

In this course, corporate training expert Jeff Toister explains how to design and deliver training programs that engage learners and help them quickly develop new skills.

The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.

Discover how to evaluate whether learning objectives are being met in your organization. In this course, Jeff Toister explores several popular models for determining the effectiveness of a class or training course, and provides a framework for applying these models.

Customer service managers may not be on the front lines, but they can create systems and processes that help ensure that the organization's service promises match what it actually delivers. Customer service expert Jeff Toister helps managers identify what a typical customer expects, where those expectations come from, and where your organization might be vulnerable.

Today's customers expect a lot. Customer service expert Jeff Toister helps frontline employees identify where they can manage the expectations of customers to avoid upsetting them down the line. Specifically, how to avoid situations where unreasonable expectations might develop, and how to choose the right language to educate customers and explain potential areas of confusion.

Learn how to create a winning customer service strategy for social media platforms such as Twitter, Facebook, Yelp, and TripAdvisor. By adapting customer service principles to the unique challenges of social media, you can ensure that your online service accurately reflects the organization's brand.

Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. Learn how to break the ice and develop rapport with the people you serve, even when you're pressed for time. Tune out distractions and develop listening skills that are critically important to phone service. Last, learn how to express empathy, de-escalate angry callers, and stay focused throughout the day.

In the course, HR professional Jeff Toister shows how to build a successful company-wide onboarding program. He helps you determine the contacts, equipment, and training employees need to be effective, and define an engaging onboarding experience that excites new hires. He helps you identify key onboarding stakeholders (including recruiters, trainers, and managers), establish goals and milestones to evaluate employees' progress, and develop a first-rate training program to show new hires how to… Show more

In the course, HR professional Jeff Toister shows how to build a successful company-wide onboarding program. He helps you determine the contacts, equipment, and training employees need to be effective, and define an engaging onboarding experience that excites new hires. He helps you identify key onboarding stakeholders (including recruiters, trainers, and managers), establish goals and milestones to evaluate employees' progress, and develop a first-rate training program to show new hires how to do their jobs. Show less

This course delivers new and cutting-edge research that can be used to take customer service to new levels. Jeff Toister shows how to influence customer perceptions, enhance your "service sense," and build teamwork in order to exceed customer expectations.

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… Show more

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. Show less

More than any other topic, frontline employees ask for advice on how to serve angry and upset customers. This course will reveal proven techniques for effectively neutralizing negative situations. Customer service expert Jeff Toister also shares specific actions employees can take before and after encounters with upset customers that will reduce the likelihood of problems occurring in the future.

Customer surveys are rich sources of information and essential guides to areas where customer service teams can improve their focus. In this training video, Jeff Toister provides step-by-step instructions for designing and implementing effective surveys and analyzing the results. He'll give you tips on increasing response rates, writing effective questions, and turning the data into actions that can improve service quality.

Learn the secrets of managing great customer service teams.

Discover how to define outstanding service through service standards and team goals; bring in data and metrics to evaluate your service quality; identify obstacles that can cause service failures; optimize your channels for faster, cheaper, and better service; and develop a convincing business case that calculates the true cost of bad service.

Adult learners have specific needs that have to be considered during the instructional design process. In this video-based training course, one in a series on instructional design, Jeff Toister explores the best practices and techniques that will help instructional designers work with, and train, adult learners. Explore the theory behind adult learning, discover techniques to increase active (vs. passive) learning, see how to identify and surmount barriers to learning, and get additional… Show more

Adult learners have specific needs that have to be considered during the instructional design process. In this video-based training course, one in a series on instructional design, Jeff Toister explores the best practices and techniques that will help instructional designers work with, and train, adult learners. Explore the theory behind adult learning, discover techniques to increase active (vs. passive) learning, see how to identify and surmount barriers to learning, and get additional resources for developing training for adults. Show less

A needs analysis is the first step of any ADDIE-aligned instructional design process. Join Jeff Toister in this installment of Instructional Design Essentials training video series and learn the three-step process to conducting a needs analysis that will accurately capture and define the goals of your project. Jeff brings his 20+ years of instructional design experience to bear, and helps you set clear goals with project sponsors, gather data from participants quickly, and analyze the data to… Show more

A needs analysis is the first step of any ADDIE-aligned instructional design process. Join Jeff Toister in this installment of Instructional Design Essentials training video series and learn the three-step process to conducting a needs analysis that will accurately capture and define the goals of your project. Jeff brings his 20+ years of instructional design experience to bear, and helps you set clear goals with project sponsors, gather data from participants quickly, and analyze the data to identify gaps in your current system and goals for your future one. Show less

In this online, video-based training course, author and customer service consultant Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty.

This video-based training course will show you how to chart your team on a course that focuses on the customer, with three no-nonsense tips. Jeff Toister discusses how to set a direction, create mile markers, and course correct when things get off track.

Service Failure reveals ten hidden obstacles that prevent employees from delivering great customer service. Using examples from well-known companies, real stories from frontline employees, and the latest scientific research to highlight the challenges customer service employees face every day, Service Failure delivers straightforward solutions for overcoming these obstacles.