Jeff Toister Archives - Denise Lee Yohn

04.04.17

Brand Book Bites from The Service Culture Handbook

– the book: The Service Culture Handbook: A Step-By-Step Guide To Getting Your Employees Obsessed with Customer Service, a practical guide on an important topic – the brains: Jeff Toister, customer service author, consultant, and trainer. I met Jeff when we were both launching our first books — his was Service Failure: The Real Reasons […]

04.29.16

Customer Service Ain’t What It Used to Be

In preparing for a talk to a group of customer contact center managers, I’ve come to the conclusion that customer service ain’t what it used to be. There is a brand of new customer service in play today. Time was, customer service was a post-purchase business function aimed at fixing customers problems. The ultimate goal […]