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 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.
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.
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.
