Episode 64 – A Conversation with Customer Service Expert Jeff Toister


Today’s conversation is with Customer Service Expert Jeff Toister.

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

He has also written three customer service books: The Service Culture Handbook, Getting Service Right, and Customer Service Tip of the Week.

The Service Culture Handbook has been rated one of the best customer experience books of all time by Book Authority.

His Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet.

Jeff believes that the culture within an organization is the most critical element to any successful customer experience or service initiative.

Jeff described the three steps essential to establishing a customer focused culture…

  1. Define the Culture – You must explicitly create a Customer Experience or Customer Service vision that everyone in the organization clearly understands. Simplicity is key.
  2. Engage ALL Employees – Everyone needs to understand what makes the business successful in order for them to work cohesively towards that goal.
  3. Alignment – Everything said and done at all levels must point toward the CX and culture vision statements. If there is a disconnect, everything will fall apart.

One of the most effective ways to embed the focus of service and experience it is for leadership to constantly talk about the culture and the CX and service vision.

Jeff emphasizes that the focus on service and culture is a continual process. It is never a “One and Done” initiative.

There aren’t any shortcuts to a embedding a strong service centered culture. Stay true to the 3 steps outlined above for the highest odds of success.

To learn more about Jeff and to sign up for his Customer Service Tip of the Week emails, visit him at



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