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.

• Named a Top 11 Customer Experience Book You Must Read in 2022 by Nextiva

• Rated one of the 11 Best New Customer Service eBooks to Read in 2021 by Book Authority!

About the Book

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.

Key Takeaways

Discover unexpected challenges to great customer service:

• Company cultures that unwittingly discourage excellent customer service.

• Employees who are torn between following policy or serving customers.

• 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.

About the Author

Jeff Toister's first customer service interaction ended in a service failure.

Vowing to learn from that experience, he became obsessed with customer service. Today, he is the bestselling author of four books, including The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed With Customer Service.

More than 5 million people have taken one of his training programs on LinkedIn Learning and he is ranked as one of the top 30 customer experience professionals in the world by Global Gurus.