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Customer service speaker & author

Jeff Toister

Transform customer service cultures with Jeff Toister, speaker and bestselling author. Jeff works with leadership teams to develop customer-focused strategies and enhance employee engagement, delivering expertise recognized by Global Gurus through his training programs reaching over 3 million professionals worldwide.

Trusted by ICMI, Global Gurus, LinkedIn Learning

Jeff Toister, Speaker | Customer Service Guru
Jeff Toister

Jeff Toister

Los Angeles, United States

Typical fee range

$11k–25k

This is an estimated fee range for local in-person events. Location and format affect the final fee.

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Los Angeles, United States

Starting from

$11k–25k

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+44 203 835 2929

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Jeff Toister's biography

At a glance

  • Bestselling author of customer service books
  • Consultant for customer-focused culture development
  • Dynamic keynote speaker and trainer
Jeff Toister had a challenging start in customer service, facing a failure during his first interaction. This experience ignited a passion for learning and improving service quality. Today, he is an author, consultant, and trainer dedicated to helping leaders create customer-focused teams. As a bestselling author, Jeff has written four books on customer service, including The Service Culture Handbook, which provides a practical approach to fostering a customer-centric mindset among employees. His free newsletter, Customer Service Tip of the Week, is subscribed to by over 12,000 professionals globally, and Global Gurus has recognised it as one of the top training programmes in the field. In his consulting role, Jeff assists organisations in developing customer-focused cultures. His services include crafting mission statements, enhancing employee engagement, and conducting customer service assessments. He offers one-on-one coaching to help leaders cultivate and maintain a strong customer service culture. As a trainer, Jeff engages teams through dynamic keynote presentations that are interactive and practical. His video-based training courses on LinkedIn Learning have reached over 3 million viewers, with his Customer Service Foundations course being the most-watched customer service course on the platform.

Jeff's showreel and videos

Topics, sessions and talks

The Guaranteed Customer Experience
Jeff Toister redefines customer satisfaction by showing how an experience guarantee can promise and deliver exceptional customer journeys. He explains how top brands use guarantees to enhance loyalty and growth, while rooting out failures that cause churn. Attendees will learn what drives customer behavior, how to create an experience guarantee, and practical steps to ensure promises are kept every time.
Hidden Obstacles to Outstanding Customer Service
Jeff Toister uncovers the unseen challenges that hinder exceptional service, blending engaging stories and experiential learning with cutting-edge research. He reveals counterintuitive obstacles faced by even top professionals and provides tools to overcome them. Attendees will identify hidden barriers, explore workplace challenges, and leave with actionable strategies to elevate their customer service skills.
The Service Culture Journey
Jeff Toister guides audiences through the journey of building a customer-focused service culture, where employees proactively solve problems and go the extra mile. Using experiential activities and real-world examples, he maps out the steps to foster a committed team. Attendees will discover three ways culture shapes behavior, the essential elements of service culture, and how to inspire employees to prioritize customer obsession.
Human Service: The Skills AI Can't Replace
Jeff Toister highlights the importance of artificial intelligence in enhancing customer service efficiency. However, he emphasizes that human assistance remains essential in certain situations. Attendees will explore three uniquely human customer service skills that can provide a strategic advantage. They will learn what makes humans exceptional in service, identify scenarios requiring human intervention, and develop a plan to effectively leverage human service for delivering outstanding customer experiences.

Why we recommend booking Jeff

Book Jeff Toister as your speaker to transform your team's customer service approach. His engaging, interactive sessions provide practical insights and proven strategies to foster a customer-focused culture. With his expertise, you'll empower your team to excel in service excellence, driving loyalty and satisfaction.

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Trusted by ICMI, Global Gurus, LinkedIn Learning

Testimonials

Jeff is one of the highest-ranked and regarded speakers at ICMI's conferences. His enthusiasm, knowledge, professionalism and overall speaking skills have been a welcome presence year after year as he brings new topics and current thinking to the program.

Patty Caron

Event Director, ICMI

What a pleasure it was to get to know Jeff on a personal level and witness his passion for the customer experience. I strongly encourage those companies that put the customer first to engage with Jeff.

Becky Anderson

Director of Vendor Relationship Management, GreatAmerica Financial Services

For most of the past 17 years, we have invited keynote speakers to present to our audience of roughly 300 service leaders, and Jeff was clearly one of the most engaging and educational presenters.

Michael Pace

President, NorthEast Contact Center Forum

Featured Projects

Jeff Toister - The Guaranteed Customer Experience book cover
Jeff Toister - The Service Culture Handbook book cover

frequently asked questions

Something we've not covered here?

How do I book Jeff Toister for my next event?
Email jeff.toister@getapeptalk.com or call PepTalk on +44 20 3835 2929 (UK) or +1 737 888 5112 (US), and one of our speaker agents will contact you within hours to confirm Jeff's availability and fees. If you can, please include your budget upfront – it helps us fast-track your request. It’s also helpful to know the date, format (virtual or in-person), location, and a bit about your audience.
What is Jeff Toister's speaking style like?
Jeff Toister structures sessions around experiential activities and research-backed frameworks, combining interactive exercises with real-world examples to surface counterintuitive obstacles in customer service and guide audiences through practical, step-by-step tools they can apply immediately.
What topics does Jeff Toister specialise in?
Jeff Toister speaks on customer experience guarantees, hidden obstacles to service delivery, and building service culture within organisations. His Customer Service Foundations course is the most-watched customer service course on LinkedIn Learning, where his video training has reached over three million viewers.
Can PepTalk help plan the speaker programme for my event?

Yes. Beyond booking a single speaker, PepTalk helps shape a full programme, matching voices to your agenda, audience, and goals across a day or a series. It is a consultative service, not just a booking. Tell us about your event at getapeptalk.com.

What does 'typical fee range' mean?

Speaker fees vary based on factors like event location, format, and availability. The 'typical fee range' figure gives you a baseline of someone's local, in-person rate sits, and we'll confirm the exact fee when you get in touch.

What logistics should I prepare before my speakers arrive?

Before your speakers arrive, confirm AV is tested, a green room is ready, and printed schedules are on hand. Prepare warm introductions for each speaker and brief your team on timings. PepTalk speakers come fully briefed, making event-day logistics smoother and stress-free from the start.

What's the difference between a keynote speaker, an MC, and event entertainment?

A keynote speaker delivers an inspiring or informative talk. An MC hosts and guides the event, keeping things on track. Entertainment — like a band or comedian — creates atmosphere and fun. Each serves a different purpose, and PepTalk can help you book the right talent for all three.

What happens if I need to cancel or reschedule a speaker booking?

Life happens! Most speaker bookings can be rescheduled with reasonable notice. Cancellation terms vary by speaker, but PepTalk handles all the details & contracts transparently upfront so there are no surprises. Our team supports you through any changes, making the process as smooth as possible.

Have all the speakers on the website previously worked with PepTalk?

Not necessarily. While the speakers listed on our website may not have worked with PepTalk in the past, they are recognized professionals in the industry and known to engage in similar events and engagements. Alongside direct talent, we work with a wide variety of speaker agents and talent agencies, to ensure we have the best selection of speakers, hosts, comedians and entertainers available.

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When booking a comedian, share your event format, audience size and demographics, any sensitive topics to avoid, and the tone you're after. PepTalk makes this easy — their booking process guides you through a simple checklist so nothing gets missed and your comedian is perfectly matched to your crowd.

What information do I need to provide when booking a speaker?

When booking a speaker, you'll need your event date, audience details, format, key objectives, and budget. Having these ready makes the process smooth and straightforward. PepTalk's team uses this information to match you with the perfect speaker quickly and efficiently.

Can I book entertainment and speakers as a package?

Yes! At PepTalk, you can absolutely bundle entertainment and speakers into one seamless package. It's a great way to create a fuller event experience while enjoying simplified booking and better value. Our team handles everything together, making the process effortless for you.

Can I request autographs, personal greetings, signed merchandise, or fan mail from the speakers?

Sorry, we do not accept requests for autographs, signed merchandise, fan mail, or any non-commercial contact with the speakers, comedians or entertainers.

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How far in advance should I book a motivational speaker?

Book a motivational speaker at least 3–6 months in advance, especially for popular speakers or large events. Top speakers get booked quickly, so earlier is always better. For major conferences or peak seasons, booking 12 months ahead ensures you secure your first choice.

Help, I need a last-minute speaker for my event!

No problem! We often handle last-minute requests and can secure or replace a speaker, comedian, awards or event host quickly — almost anywhere in the world. However, speaker availability might be limited as the event date approaches. Email hello@getapeptalk.com with your requirements.