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, by Jeff Toister
Download PDF , by Jeff Toister
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Product details
File Size: 616 KB
Print Length: 190 pages
Simultaneous Device Usage: Unlimited
Publisher: Toister Performance Solutions, Inc. (April 2, 2017)
Publication Date: April 2, 2017
Sold by: Amazon Digital Services LLC
Language: English
ASIN: B06XZZBDZF
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Amazon Best Sellers Rank:
#53,905 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
Easy, no, something a company can do: YES! The Service Culture Handbook is a book that acts as a guide to defining “exceptional customer service†and the work required to make it happen.The book is loaded with examples of both the enablers and potential pitfalls that may be encountered along the way. It also includes tangible activities and tools to help each company shape the service culture that is right for their organization and customers. The fact that the handbook clearly states “Culture is not a side project. It’s a way of doing business that should be integrated into everything you do…†makes it clear that it is a journey that requires effort both to create it and then sustain it!
There's no easy to say this, but... if your company and/or team culture sucks, no amount of training, coaching, or plucked-from-thin-air engagement strategies are going to do it. Oh, and if you think you can just replicate the successes of other companies, keep on dreamin'.It's overwhelming, I know. But here's the deal - it doesn't have to be and this book will show you why. Why is culture important and why do so many initiatives fail? What is culture? What does it look like within the context of your team or company? How do you align your company's goals around culture? How do hire and train the right people? The answer to these questions, and so much more, are found in this book.Oh, and one last thing. This is not some dreary academic text with prose baked in Ambien. Jeff writes with a very conversational tone which makes this book an easy read.
The Service Culture Handbook is very helpful for anyone leading a customer service center. The recommendations of Jeff Toister (same guy who does many of the customer service courses on Lynda.com) are easy to understand and he provides a straight-forward approach for implementation. I would highly recommend this book for any leader managing a customer service function for the first time, or any leader who wants to foster a customer service culture within their organization.
Jeff has provided an easy to read roadmap for creating, implementing and sustaining a customer service improvement plan. He illustrates real world examples of both great customer service and less than stellar customer service performances and how they can impact a company's reputation. Jeff has a knack for writing each personal story as you can feel the happiness when someone goes above and beyond as well as cringe when people are creating more havoc than providing even acceptable customer service.
Jeff Toister has out done his last book "Service Failure". This book has incredible customer service examples and a step by step path for any one to follow for excellent customer service. Well Done Jeff!
I cannot say enough about this book. The author has taken his time in putting together so many great insights from his experience into ease to use conversation pieces.
Thanks
I actually enjoyed this book since it was full of examples and step by step ways to best utilize the information
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