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 Lynda.com. He's also the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It

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Early Purchase Program

Receive the following benefits if you buy the book by Friday, April 7:

1-49 copies:

  • Free access to my training video, Leading a Customer-Centric Culture (access April 3 through April 14, 2017).
  • Exclusive Insider Perspective interview series: 10 interviews with customer service experts from various industries
  • Toolkit to help you implement the concepts in the book 

50-99 copies:

  • All of the above, plus:
  • A free, one-hour webinar for you and your team (to be scheduled by mutual arrangement)

100+ copies:

  • All of the above, plus:
  • 50% discount on a keynote presentation (to be scheduled by mutual arrangement, my normal rates start at $7,250)

 

Claim your benefits:

  1. Just place an order by Friday, April 7
  2. Email a copy of your receipt or order confirmation to jeff (at) toistersolutions.com

How to order: Sign-up here to be notified when the book goes on sale on Amazon.com (paperback and e=book).

Bulk Orders (2+ copies): You can place a bulk order for the paperback now. Visit 800-CEO-READ

Praise for The Service Culture Handbook

“The Greek word for ‘character’ is engraved. Creating or changing a culture to reflect a customer-centric character requires engraving new beliefs, norms and values into everyday practices. Done well, the consistency such a culture projects fosters trust that builds respect and loyalty. 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, Author, Consultant, and Founding partner and former CEO, International Customer Management Institute (ICMI)

"Jeff Toister’s The Service Culture Handbook is the perfect guide for building a true service focused culture in any organization. The easy to follow steps are outlined in a clear, concise way with plenty of supporting research and real company examples of success and missteps. It is a fun, engaging and buzzword free guide that doesn’t shy away from the message that it takes long term commitment, patience and courage to build and maintain a service culture." —Vickie Friece, Senior Vice President Operations—Service Delivery/Financial Operations, Meta Payment Systems

"Jeff Toister has written a book with the formula for business success in the 21st century. If you are looking for what can help transform your business from mostly transactional to partner and service oriented, this book is for you." —Jason Gardner, CPLP, Administrator, Organizational Development, Southwest Gas Corporation

"Jeff provides a clear blue print on how to create and sustain a customer service culture. Written in an engaging style and filled with practical examples, companies will have all the tools they need to create a successful customer service culture." —Joshua Vollendorf, Manager, Employee Learning, Gateway Technical College