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Start giftingService Failure
This audiobook uses AI narration.
We’re taking steps to make sure AI narration is transparent.
Learn moreCustomer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company?
Rather than offering another set of tactics for improving customer service, this audiobook takes a novel approach by rooting out the real reasons employees aren’t delivering the service they should. The results can be both surprising and illuminating, such as:
• Company culture doesn’t always support service excellence
• Over-emphasis on cost reduction often increases the cost of service
• Employees are torn between doing the right thing for the customer and following policy
• Poor products and services can make helping the customer nearly impossible
• Employees’ interests often don’t align with company goals
Once core problems are identified, the audiobook offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.
Jeff Toister helps customer service teams unlock their hidden potential. He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on LinkedIn Learning including Customer Service Foundations and Leading a Customer-centric Culture. Jeff was named one of the top thirty customer service professionals in the world by Global Gurus. He was also named one of the top fifty thought leaders to follow on Twitter by the International Customer Management Institute. Jeff holds a certified professional in learning and performance (CPLP) certification from the Association for Talent Development.
Walter Dixon is a winner of Audible's "#1 Editor's Choice and Customer Favorites" award. The narrator of more than 200 audiobooks, he has performed on stage in stand-up comedy, theater, and opera productions. He has also voiced animated features, vintage radio dramas, and audio tours for the Guggenheim and other museums.