Jeff Toister
- Bestselling author of four customer service books
- #1 most popular customer service course on LinkedIn Learning
- President, Toister Performance Solutions
In Person-Fee 🛈
Fee Range
$15,000 - $20,000
Virtual Fee:
$10,000 - $15,000
Travels From
California
Preview - Hidden Obstacles to Outstanding Customer Service
Jeff Toister Speaker Biography
Jeff Toister is your service culture guide.
He is a customer service author, consultant, and trainer. He is also the president of Toister Performance Solutions, a company that helps organizations get their employees obsessed with customer service.
Author
Jeff leads the way with insightful content. He is the best-selling author of four customer service books including The Service Culture Handbook. His Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet.
Consultant
Jeff guides clients who want to develop customer-focused cultures. Services include:
• Customer service vision creation
• Employee engagement strategies
• Service Culture Assessments
In many cases, Jeff can help you map out a route without hiring him as a consultant.
Trainer
Jeff can help your team discover new perspectives and skills. He is a dynamic keynote speaker whose presentations are always highly interactive, practical, and engaging.
Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning, including Leading a Customer-Centric Culture, Customer Service Foundations, and Working with Upset Customers.
In 2006, Jeff was one of the first people in the world to receive the Certified Professional in Learning and Performance (CPLP) credential. He is a past president of the Association for Talent Development’s San Diego chapter, where he is a recipient of the WillaMae M. Heitman award for distinguished service.
The Journey to a Customer-Focused Culture
Most successful companies have a knack for getting employees absolutely obsessed with customer service. Their secret is a customer-focused culture. A strong culture helps guide employee performance, shapes strategic decisions, and ultimately becomes part of the organization’s brand. This leads to many benefits that generate better bottom-line results:
• Increased customer loyalty
• Increased word-of-mouth referrals
• Fewer customer complaints
This entertaining and informative presentation shares three essential elements that leading companies use to develop customer-focused cultures. It incorporates a blend of experiential activities, examples from top companies, and cutting-edge research to help participants generate ideas to get their own employees obsessed with service.
Participants will gain the following:
• Experience three ways that culture can influence our employees’ actions.
• Identify three essential elements of a customer-focused culture.
• Discover tools to help you get your employees obsessed with service.
The Guaranteed Customer Experience
What if you could guarantee your customers an amazing experience—and then deliver on that promise every time?
This entertaining and informative presentation turns the concept of a guarantee on its head. An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations. Get an inside look at how leading organizations use experience guarantees to fuel customer-driven growth. Learn the real reasons people love these companies and remain loyal customers. Discover how brands, products, and even individual employees use experience guarantees to stand out from the competition.
Participants will gain the following:
• Discover what truly motivates customers to buy from you.
• Identify three steps to offering an experience guarantee.
• Root out service failures that cause customer churn.
Hidden Obstacles to Outstanding Customer Service
What’s the secret to providing outstanding customer service? It seems like customer service should be obvious. However, research reveals that even the best customer service professionals face hidden or even counterintuitive obstacles that make it difficult to serve customers at the highest level.
This highly engaging presentation shares several common examples that affect all of us. You will learn through a blend of fun experiential activities, real-life stories, and cutting-edge research.
Participants will gain the following:
• Experience hidden obstacles to outstanding customer service. • Examine how to identify each challenge in the workplace.
• Receive tools to help you (and your employees) overcome each one.
