The Service Culture Handbook

A step-by-step guide to getting your employees obsessed with customer service. (On sale April 4, 2017)

"The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent.” —Chip R. Bell, author of Kaleidoscope:  Delivering Innovative Service That Sparkles

"Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." —Brad Cleveland, Founding partner and former CEO, International Customer Management Institute (ICMI)

The Service Culture Handbook

Every company wants employees who are obsessed with customer service.

The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your organization.

Discover what elite companies do differently. Learn how they engage employees to embrace a service cultures and deliver consistently outstanding service.

The book is a quick and entertaining read that draws upon profiles of successful companies, shares cutting-edge research, and provides practical tools and worksheets to guide you through implementing each concept.

Release Date: Spring 2017


About Jeff Toister

Jeff is an author, consultant, and trainer who helps customer service teams unlock their hidden potential.

In 2016, Jeff was named one of Global Gurus' Top 30 Customer Service Professionals in the world. 

He's one of ICMI's Top 50 Thought Leaders to Follow on Twitter and an HDI Top 25 Thought Leader in Technical Support and Service Management.

Jeff has developed more than ten customer service training videos on He's also the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It


Author Jeff Toister discusses the one thing that great customer service organizations all have in common. 

This video is part of the Leading a Customer-Centric Culture course on

You'll need a subscription to take the full course, but you can get a 10-day trial account.

See more training videos from Jeff Toister or hire Jeff to speak in person at your next corporate meeting or conference.


Contact Jeff Toister

  • Questions or comments
  • Interview requests
  • Speaking engagements

Phone: 619-955-7946

Address: 5694 Mission Center Rd #264, San Diego, CA 92108

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