– 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 […]

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 […]