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Getting Service Right Overcoming the Hidden Obstacles to Outstanding Customer Service

Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service

By Jeff Toister

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Are you endlessly trying to improve your employees' customer service skills, but getting so-so results. There may be a culprit that you've never considered. Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should.

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Book Information

Publisher: Toister Performance Solutions
Publish Date: 03/15/2019
Pages: 228
ISBN-13: 9780578433363
ISBN-10: 0578433362
Language: Eng

Full Description

Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered. Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as:
  • Company cultures that unwittingly discourage excellent customer service.
  • Employees torn between following policy or serving the customer.
  • Cost reduction efforts that actually increase the cost of service.
  • Poor products and services that make it impossible to satisfy customers.
  • Bad habits that make it difficult to listen to customers' needs.
Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service. Note: This is a second edition. The first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.

About the Author

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.

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