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Jeff Toister
Works at Toister Performance Solutions, Inc.
Attended Boston University
Lives in San Diego, CA
100 followers|28,495 views
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Jeff Toister

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Don't let robots out-serve or out-source you!
The woman walked into Starbucks, glued to her phone. She never said hello and wasn't greeted. Eyes fixed on her phone screen, she strode over to the counter where you pick up your drink and waited without saying a word. She continued staring at the phone until her drink appeared on the counter. The woman grabbed her drink, turned around, and left without ever engaging with another human being. You may have guessed she ordered her...
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Jeff Toister

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The cable company sucks. It doesn't matter which one. Subscription television service and internet service providers are the two lowest-rated private-sector industries on the American Customer Satisfaction Index. It shouldn't be this way. Cable companies offer some amazing products. Blazing fast internet speeds. High-definition television with hundreds of channels, on-demand movies, and the ability to record shows. The produc...
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Jeff Toister

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It's budgeting season for many companies, which means your training programs may be at risk. Many of my clients are looking for cheaper ways to deliver customer service training. They're facing pressure from executives to cut costs, but they don't have hard data to prove their training program is working. Others are trying to get new funding for expansion, but they're having an equally tough time making their case. Forget the lo...
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Jeff Toister

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Watch this live conversation unfold as we hear from industry experts on why the customer experience deserves even more attention and investment in 2017.
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I have a challenge for you. This post describes one of the biggest issues faced by customer service leaders. My prediction is that 100 percent of the people who read this will think they understand, but 95 percent actually won't. My challenge is to prove to yourself that you're in that elusive five percent who get it. Let's start with a picture: Photo credit: Jeff Toister I took this picture on the sly. A colleague and I were...
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Jeff Toister

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The prank was pure genius. Two boys stood on opposite sides of the road. As a car approached, the boys would pantomime picking up a rope and pulling it taught across the road. This caused speeding cars to slow down as the drivers perceived they were about to run into whatever the boys had stretched across the road. They couldn't see anything in front of them, but the boys' actions told the drivers' subconscious brains that some dan...
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Jeff Toister

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Here's a good way to start your 2017 networking.
I met my neighbor on Twitter. Jeremy Watkin wasn't my next door neighbor, but he lived about a mile away from my home. We connected because he is a customer service expert who regularly shares interesting customer service content (follow him on Twitter!) We exchanged tweets and I subscribed to his outstanding Customer Service Life blog that he co-authors with Jenny Dempsey. It was a few months before I learned we lived in the same...
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Jeff Toister

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CFI Group has just released its 2016 Contact Center Satisfaction Index, and the results aren't pretty. The report reveals that consumer satisfaction with contact centers has reached its lowest point since the Contact Center Satisfaction Index (CCSI) was created in 2007. The latest report covers the 2015 year and shows an overall score of 68 on a 100 point scale. That's down from 72 in 2014. The main culprit? Contact centers a...
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Jeff Toister

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I'll never forget shoplifting class. It was a workshop for associates at the retail chain I worked for in high school. The idea was to help us prevent shoplifting by showing us how shoplifters operated. The class was amazing. We learned advanced techniques used by professionals, such as how to defeat alarm sensors, conceal piles of merchandise, or confuse clueless sales people. Quite a few thefts were prevented as a result of the...
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Jeff Toister

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Customer service can be amazing when you connect with someone on a personal level. Jenny Dempsey is a master at doing that. Her day job is the Customer Care Manager at DMV.org, where she helps people navigate the complexities of dealing with their local department of motor vehicles. She's also the co-author of the excellent Customer Service Life blog. Jenny recently posted a story on her blog about a customer named Ben from the U...
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Jeff Toister

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Great organizations have a secret customer service team. These employees work undercover to help their organizations consistently deliver outstanding customer service. Customers may never see them or realize their impact, but they're there. Take Alaska Airlines, for example. In 2016, the airline topped the traditional carrier segment in J.D. Power's North American Airline rankings for an eighth consecutive year. Part of their suc...
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Jeff Toister

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Training large numbers of employees is a big challenge. Organizations have several factors working against them. There's geography, where employees are spread out over multiple locations. You need to keep people running the operation while employees are getting trained. And, the sheer number of participants involved can be daunting. Some people thought e-learning could solve this problem. There's just one issue - it's boring. A lot ...
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Story
Tagline
I'm passionate about helping companies improve customer service.
Introduction
Author of Service Failure, a book that describes the real reasons employees struggle with customer service. Also a customer service consultant who helps clients take their customer service to the next level.
Education
  • Boston University
    Business Administration, 1993 - 1997
Basic Information
Gender
Male
Links
Other profiles
Contributor to
Work
Occupation
Customer Service Author, Trainer, & Consultant
Employment
  • Toister Performance Solutions, Inc.
    President, 2005 - present
    Toister Performance Solutions, Inc. helps clients improve customer service. Services include training, leadership development, and performance consulting. (That last one is a catch-all for whatever gets you awesome results.)
Places
Map of the places this user has livedMap of the places this user has livedMap of the places this user has lived
Currently
San Diego, CA
Contact Information
Work
Phone
619-955-7946
Email
Address
5694 Mission Center Rd #264, San Diego, CA 92108