Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Service
By Jeff Toister
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.
“Remove the obstacles that get in the way of providing excellent customer service. With multiple strategies supported by real-life examples, Jeff Toister teaches how to avoid service failure and provide service success.
—Shep Hyken, New York Times bestselling author of The Amazement Revolution
“Getting Service Right is a fantastic tool for understanding the obstacles that often prevent excellent customer service. It also provides a practical framework to overcome those obstacles and drive change within an organization. This should be required reading for Customer Experience, Customer Service and HR professionals.”
—Bill Schimikowski, Vice President of Customer Experience, Fidelity Investments
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|Publisher||Toister Performance Solutions|
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