Jeff Toister

Jeff Toister is an author, trainer, and consultant who helps customer service teams unlock their hidden potential.

He is the author of more than ten training videos on LinkedIn Learning, including Leading a Customer-centric CultureLeading a Customer Service Team, and Customer Service Fundamentals.

In 2016, Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He is also a member of the International Customer Management Institute's Top 50 Thought Leaders to Follow on Twitter and one of Help Desk International's Top 25 Thought Leaders in Technical Support and Service Management.

Jeff is the creator of the Customer Service Tip of the Week, a weekly email that provides customer service professionals with tips and helpful reminders to help keep service skills sharp. In addition, he authors the Inside Customer Service blog, where he shares analysis, tips, and trends to help customer service leaders improve service quality.

Books by Jeff Toister


Customer Service Tip of the Week: Over 52 Ideas and Reminders to Sharpen Your Skills

Available in: Paperback

Reinforce your customer service skills!

The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques.

Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport, exceed customer expectations, and solve tough problems.

  • Select tips by category, by specific challenge, or just go in order.
  • Each tip includes a short explanation plus practical suggestions.
  • Focus on one tip per week to sharpen your skills over time.

Customer service leaders will find additional resources for sharing the tips with your team!


The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

Available in: Paperback

Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.

In short, imagine a workplace culture where employees were absolutely obsessed with customer service.

The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.

Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service.

Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction.

Praise for The Service Culture Handbook:

"The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles

"Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute