The Service Culture Handbook

A step-by-step guide to getting your employees obsessed with customer service.

"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.

 

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

Where to Buy

You can find The Service Culture Handbook in paperback and Kindle formats.

Single Copies: 

Get it autographed! Email your mailing address and receipt or order confirmation to jeff (at) toistersolutions.com. You'll received a signed bookplate that you can stick inside the front cover of the book.

Quantity Discounts (paperback only): Visit 800-CEO-READ to order quantities of 2 or more.

  • Discounts up to 35% are available.
  • Book Jeff Toister to speak as part of your event.

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)

"For years I've been saying that customer service isn't a department. It's a philosophy that must be embraced by everyone in an organization, from the CEO to the most recently hired. That means it must be part of the organization's culture, and The Service Culture Handbook is your guide to creating that culture. If customer service is important to your organization, then this book is a must-read." —Shep Hyken, New York Times Best-Selling Author

"What's so great about this book is that the author, Jeff Toister, helps us to understand what it really means to define and build a service culture. This is a great read for executives and leaders as well as for frontline service managers and practitioners." —Matthew Dixon, co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty

"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

"Great customer service doesn't happen by accident. The companies that do it consistently well have embedded service as part of their culture - so that it is every employee's responsibility. Jeff Toister's new book is a step-by-step guide to instilling a culture of service into your organization. This is a must-read in a business climate where great customer service is critical to attracting and retaining customers." —Dan Gingiss, author of Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media

"As a Support leader, I want to understand how I can apply actionable steps to create a true customer centred culture. This book isn't theoretical - Jeff is the best I've seen at creating a simple plan that makes you examine your current service offerings and offers simple steps on taking it to the next level. This is a must read for Service Leaders who are striving to "create a positive, customer-focused culture." —Catherine Hillier, Director of Customer Experience Strategy, Clio

"Jeff Toister's new book, The Service Culture Handbook, is legit. He bases his advice about building a customer-focused culture on deep interviews he's conducted with customer service leaders from companies like REI, JetBlue Airlines, Rackspace, and Publix. And Jeff is a master at balancing vision and action. If you want your company to be able to articulate its customer service vision and empower employees to support it, this book is a must-read." —Leslie O'Flahavan, author of How to Write a Customer Service Email

"This is the book you need to ACTUALLY improve the customer service you offer. This isn't theory or ideas, these are actionable, powerful ideas that you can put into place immediately. Full of real-world examples and great stories to inspire you, this book is one of those rare business books that is both a pleasure to read and an actual handbook of what to do." —Jeannie Walters, co-host of the Crack the Customer Code podcast

"Jeff Toister takes a realistic, step by step approach to helping you define your customer service vision and how to get everyone on board. Through true stories of "fanatical service", he reels you in, motivating you through examples to get your company's butt in gear and provide a level of support that will knock your customers socks off." —Jenny Dempsey, blogger and Director of Customer Care, DMV.Org

"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 Toister’s newest work, The Service Culture Handbook, stands out from much of the literature on culture for its effortless blending of research, original thought, and real-world example into something that is both easily digestible and eminently actionable. The Service Culture Handbook truly is a “handbook” that will help you build and improve a customer-obsessed culture and create more hero moments for customers as a result." —Adam Toporek, author of Be Your Customer's Hero and co-host of the Crack the Customer Code podcast

"As Jeff Toister points out in The Service Culture Handbook, great customer service is so much more than lip service from top executives. Toister masterfully weaves in stories and interviews from companies that clearly embody this culture of great service. If you’re serious about doing the same thing in your organization, get this book." —Jeremy Watkin, blogger and Head of Quality, FCR

"The Service Culture Handbook does a masterful job of illustrating how iconic brands like Publix or JetBlue continue to set the bar for customer service excellence. Jeff does a great job showing brands what they should aspire to become, but also explaining practical ways to make goals a reality." —Erica Marois, Community Strategist, HDI and ICMI

"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

"In The Service Culture Handbook, Jeff Toister removes the guess work on how to move from aspiration into action. His advice is practical, the examples relevant, and the terminology and ideas extremely accessible. This book should be required reading for anyone looking to build a career in service." —Justin Robbins, Content Director, HDI and ICMI

"Jeff Toister knows his stuff. The Service Culture Handbook is a terrific resource for organizations that want to lead the field in customer service." —Denise Lee Yohn, author of What Great Brands Do

"This is truly a great handbook for anyone interested in creating a service culture within their organization. (And, who isn't?!) Not only does Jeff give a ton of examples of what a great service culture looks like but he also provides step-by-step instructions on how to define your culture, develop your service vision, get employees engaged in the process, and more. Take the time to read this book!" —Annette Franz, Vice President of Customer Experience and author of the CX Journey blog

"Jeff did a great job making the case for why a culture that creates a positive work place is critical to any company's long term success. It provides many insightful case studies and provides "how to" advice on how you can get started." —Wendi Brick, author of The Science of Service: Six Essential Elements for Creating a Culture of Service in the Public Sector

“While many leaders yearn for a service culture, few know where to start the journey. Jeff’s book combines captivating case studies with specific steps to build a service culture that permeates all levels of the organization. The Service Culture Handbook is a must read for anyone willing to do the hard work necessary to build success and profits through service excellence!”  Teresa Allen, author Common Sense Service: Close Encounters on the Front Lines

"What a fantastic book. His use of real-world, front line case studies makes for an easy and highly informative read, with tons of great takeaways. The Service Culture Handbook provides a step by step, practical and realistic template for improving customer service, regardless of company size or industry." —Ken Schmitt, CEO, Turning Point Executive Search