The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service by Jeff Toister

Every company wants to be known for delivering exceptional customer service. But delivering exceptional service means your employees must be obsessed with service. Which begs the question, how do you get your employees obsessed with customer service? You need to create a genuine service culture where customer service is part of your DNA and employees are motivated to provide the highest level of care to customers.

In The Service Culture Handbook: A Step-By-Step Guide to Getting Your Employees Obsessed with Customer Service, author Jeff Toister provides practical advice and step-by-step instructions to help businesses develop and maintain a successful service culture. He provides case studies, templates, and other resources to help you identify and clarify your unique service standards and create a customer service strategy that works for your business.

By following Toister's approach, you can:

• Understand why a service culture is important

• Identify the core elements of a service culture

• Establish processes and systems to reinforce your service culture

• Create a compelling customer service strategy

• Incorporate service into the entire employee experience

• Track and measure success

• Get employees engaged and involved in service delivery

• Develop effective service training and communication

Toister emphasizes the importance of creating systems and processes that ensure customer service is consistently delivered. He provides numerous tools for setting and measuring customer service goals, including checklists for customer service evaluation and customer feedback. These tools enable managers to identify areas for improvement in customer service, as well as tracking and measuring customer service performance.

The Service Culture Handbook also provides detailed instructions for implementing customer service initiatives. Toister explains how to incorporate customer service into all aspects of the employee experience, from hiring and onboarding to quality assurance and employee recognition. He provides best practices for engaging employees in customer service, such as using games, competitions, and rewards.

The Service Culture Handbook is an invaluable resource for business owners and managers who are committed to taking their customer service strategy to the next level. It’s filled with practical information and real-world examples that help illustrate the importance of having a service culture and how to develop one. Whether you’re just starting out or already have a successful customer service program, The Service Culture Handbook will help you take your service strategy to the next level.