Creating a Customer Service Culture with Jeff Toister
In this installment of our “Expert Interviews” series on YouTube, I interview Jeff Toister.
Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on Lynda.com including Customer Service Fundamentals and Leading a Customer-centric Culture.
Discussing Service Culture
In this interview, we focus on the importance of culture to organizations and some of the ways organizations can go about improving their cultures.
Some of the highlights of Adam and Jeff’s conversation are…
- How culture influences behaviors
- Why it’s important to define your culture
- The three things you need to define a customer service vision
Make sure to check these and other great points from Jeff in the video below.
To learn more about Jeff, check out his bio beneath the video.
About Jeff Toister
Jeff Toister helps customer service teams unlock their hidden potential.
He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on Lynda.com including Customer Service Fundamentals and Leading a Customer-centric Culture.
Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute.
Jeff holds Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.
Twitter: @toister
About the Author Adam Toporek
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.
