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

By Jeff Toister

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.


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.


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ISBN: 9780692842003

About the Hardcover

Publisher Toister Performance Solutions
Pages 188
ISBN-13 9780692842003
ISBN-10 0692842004

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