About
Hi, I’m Jeff Toister, The Service Culture Guide.
The first customer I ever served…
Courses by Jeff
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How to Design and Deliver Training Programs1h 27m
How to Design and Deliver Training Programs
By: Jeff Toister
Articles by Jeff
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How to make time for customer service training
How to make time for customer service training
By Jeff Toister
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How Chick-fil-A's structure drives service culture
How Chick-fil-A's structure drives service culture
By Jeff Toister
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The two kinds of customer service training
The two kinds of customer service training
By Jeff Toister
Contributions
Activity
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Become a better customer service trainer. I'm facilitating a live online workshop on October 10. It will help you train your customer service team…
Become a better customer service trainer. I'm facilitating a live online workshop on October 10. It will help you train your customer service team…
Shared by Jeff Toister
Experience
Education
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Boston University - School of Management
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Activities and Societies: AIESEC Boston 1993 - 1997 (Chapter President, 11/93-12/95; Account Manager, Trainer)
Volunteer leader for student-run nonprofit organization. Ran international recruiting program to help match Boston-area businesses with talent from countries around the world.
Licenses & Certifications
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eSpeakers Certified Virtual Presenter
eSpeakers
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Professional in Human Resources
Human Resources Certification Institute
Issued Expires -
Certified Professional in Learning and Performance
ASTD Certification Institute
Issued Expires
Volunteer Experience
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Volunteer Trainer
Nonprofit Management Solutions
- 14 years 4 months
Facilitate workshops on a variety of topics for Nonprofit Management Solutions members.
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Trail maintenance volunteer
Mission Trails Regional Park
- Present 2 years 10 months
Environment
Help maintain trails at 8,000+ acre open space park.
Publications
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The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promises
Toister Performance Solutions, Inc.
What if you could guarantee your customers an amazing experience—and then deliver on that promise every time?
The Guaranteed Customer Experience turns the concept of a guarantee on its head. An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations. -
Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service
Toister Performance Solutions, Inc.
Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered. Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should.
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Customer Service Tip of the Week
Toister Performance Solutions, Inc.
Reinforce your customer service skills! Thousands of customer service professionals from all around the world read the weekly "Customer Service Tip of the Week" email. Now you can get more than 52 of the most popular tips all in one book.
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Training Video: Leading a Customer-Centric Culture (2018)
LinkedIn Learning
Discover how to get your team excited about customer service, with these practical tips from expert Jeff Toister. Jeff explains how to create a vision that gets everyone on the same page, engage employees, and be the customer service champion your company needs. The concepts apply whether you lead a small team, a department, or an entire organization.
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How to Get Great Customer Service
LinkedIn Learning
In this course, Jeff Toister reveals the essential skills you need to get great customer service. Discover how to develop rapport, go the extra mile to increase the likelihood of having a memorable service experience, and be part of the solution.
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How to Serve Upset Customers
Highbrow
Working with angry or upset customers can be a big challenge. Over the course of ten daily lessons delivered via email, you’ll learn proven ways to defuse customer anger and prevent people from boiling over.
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Customer Service Foundations
LinkedIn Learning
Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers.
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Serving Internal Customers
LinkedIn Learning
In this course, learn skills and techniques for providing outstanding internal customer service to colleagues within your organization. Jeff Toister shares how to build positive workplace relationships, communicate effectively, and serve coworkers who can be difficult to work with. He also provides techniques for managing—and exceeding—expectations for internal service, and solving problems quickly and effectively.
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How to Design and Deliver Training Programs
LinkedIn Learning
In this course, corporate training expert Jeff Toister explains how to design and deliver training programs that engage learners and help them quickly develop new skills.
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The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
Toister Performance Solutions, Inc.
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.
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Training Video: How to Measure Learning Effectiveness
lynda.com
Discover how to evaluate whether learning objectives are being met in your organization. In this course, Jeff Toister explores several popular models for determining the effectiveness of a class or training course, and provides a framework for applying these models.
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Training Video: The Manager's Guide to Managing Customer Expectations
lynda.com
Customer service managers may not be on the front lines, but they can create systems and processes that help ensure that the organization's service promises match what it actually delivers. Customer service expert Jeff Toister helps managers identify what a typical customer expects, where those expectations come from, and where your organization might be vulnerable.
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Training Video: How to Manage Customer Expectations for Frontline Employees
lynda.com
Today's customers expect a lot. Customer service expert Jeff Toister helps frontline employees identify where they can manage the expectations of customers to avoid upsetting them down the line. Specifically, how to avoid situations where unreasonable expectations might develop, and how to choose the right language to educate customers and explain potential areas of confusion.
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Training Video: How to Serve Customers Using Social Media
lynda.com
Learn how to create a winning customer service strategy for social media platforms such as Twitter, Facebook, Yelp, and TripAdvisor. By adapting customer service principles to the unique challenges of social media, you can ensure that your online service accurately reflects the organization's brand.
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Training Video: Customer Service over the Phone
lynda.com
Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. Learn how to break the ice and develop rapport with the people you serve, even when you're pressed for time. Tune out distractions and develop listening skills that are critically important to phone service. Last, learn how to express empathy, de-escalate angry callers, and stay focused throughout the day.
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Training Video: Running Company Onboarding
lynda.com
In the course, HR professional Jeff Toister shows how to build a successful company-wide onboarding program. He helps you determine the contacts, equipment, and training employees need to be effective, and define an engaging onboarding experience that excites new hires. He helps you identify key onboarding stakeholders (including recruiters, trainers, and managers), establish goals and milestones to evaluate employees' progress, and develop a first-rate training program to show new hires how to…
In the course, HR professional Jeff Toister shows how to build a successful company-wide onboarding program. He helps you determine the contacts, equipment, and training employees need to be effective, and define an engaging onboarding experience that excites new hires. He helps you identify key onboarding stakeholders (including recruiters, trainers, and managers), establish goals and milestones to evaluate employees' progress, and develop a first-rate training program to show new hires how to do their jobs.
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Training Video: Innovative Customer Service Techniques
lynda.com
This course delivers new and cutting-edge research that can be used to take customer service to new levels. Jeff Toister shows how to influence customer perceptions, enhance your "service sense," and build teamwork in order to exceed customer expectations.
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Training Video: Quick Fixes for Poor Customer Service
lynda.com
Whether it's an individual employee or an entire team that is underperforming, there are often simple solutions that will instantly improve customer service. Unfortunately, many managers don't know where to look. In this short course, expert Jeff Toister provides step-by-step instructions for solving many common customer service problems, including chronic complaints, slow service, or low first contact resolution. The course reveals tools to quickly find and fix these problems before they get…
Whether it's an individual employee or an entire team that is underperforming, there are often simple solutions that will instantly improve customer service. Unfortunately, many managers don't know where to look. In this short course, expert Jeff Toister provides step-by-step instructions for solving many common customer service problems, including chronic complaints, slow service, or low first contact resolution. The course reveals tools to quickly find and fix these problems before they get out of hand.
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Training Video: Working With Upset Customers
lynda.com
More than any other topic, frontline employees ask for advice on how to serve angry and upset customers. This course will reveal proven techniques for effectively neutralizing negative situations. Customer service expert Jeff Toister also shares specific actions employees can take before and after encounters with upset customers that will reduce the likelihood of problems occurring in the future.
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Training Video: Using Customer Surveys to Improve Service
lynda.com
Customer surveys are rich sources of information and essential guides to areas where customer service teams can improve their focus. In this training video, Jeff Toister provides step-by-step instructions for designing and implementing effective surveys and analyzing the results. He'll give you tips on increasing response rates, writing effective questions, and turning the data into actions that can improve service quality.
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Training Video: Managing a Customer Service Team
lynda.com
Learn the secrets of managing great customer service teams.
Discover how to define outstanding service through service standards and team goals; bring in data and metrics to evaluate your service quality; identify obstacles that can cause service failures; optimize your channels for faster, cheaper, and better service; and develop a convincing business case that calculates the true cost of bad service. -
Training Video: Instructional Design Essentials: Adult Learners
lynda.com
Adult learners have specific needs that have to be considered during the instructional design process. In this video-based training course, one in a series on instructional design, Jeff Toister explores the best practices and techniques that will help instructional designers work with, and train, adult learners. Explore the theory behind adult learning, discover techniques to increase active (vs. passive) learning, see how to identify and surmount barriers to learning, and get additional…
Adult learners have specific needs that have to be considered during the instructional design process. In this video-based training course, one in a series on instructional design, Jeff Toister explores the best practices and techniques that will help instructional designers work with, and train, adult learners. Explore the theory behind adult learning, discover techniques to increase active (vs. passive) learning, see how to identify and surmount barriers to learning, and get additional resources for developing training for adults.
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Training Video: Instructional Design Essentials: Needs Analysis
lynda.com
A needs analysis is the first step of any ADDIE-aligned instructional design process. Join Jeff Toister in this installment of Instructional Design Essentials training video series and learn the three-step process to conducting a needs analysis that will accurately capture and define the goals of your project. Jeff brings his 20+ years of instructional design experience to bear, and helps you set clear goals with project sponsors, gather data from participants quickly, and analyze the data to…
A needs analysis is the first step of any ADDIE-aligned instructional design process. Join Jeff Toister in this installment of Instructional Design Essentials training video series and learn the three-step process to conducting a needs analysis that will accurately capture and define the goals of your project. Jeff brings his 20+ years of instructional design experience to bear, and helps you set clear goals with project sponsors, gather data from participants quickly, and analyze the data to identify gaps in your current system and goals for your future one.
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Training Video: Customer Service Fundamentals
lynda.com
In this online, video-based training course, author and customer service consultant Jeff Toister teaches you the three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty.
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Training Video: Leading a Customer-centric Culture
lynda.com
This video-based training course will show you how to chart your team on a course that focuses on the customer, with three no-nonsense tips. Jeff Toister discusses how to set a direction, create mile markers, and course correct when things get off track.
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Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It
AMACOM
Service Failure reveals ten hidden obstacles that prevent employees from delivering great customer service. Using examples from well-known companies, real stories from frontline employees, and the latest scientific research to highlight the challenges customer service employees face every day, Service Failure delivers straightforward solutions for overcoming these obstacles.
Projects
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ASTD Handbook (contributor)
Contributed to the ASTD Handbook, 2nd Edition. My section focused on the value of certification.
Honors & Awards
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Top 100 Customer Service Blogs
FeedSpot
Selected as one of the Top 100 Customer Service Blogs in the world.
https://www.toistersolutions.com/blog -
World's Top 30 Customer Experience Professionals for 2024
Global Gurus
Named one of the world's Top 30 Customer Experience Professionals for 2024.
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Top 25 Thought Leaders for 2024
ICMI
Named to list of top 25 contact center thought leaders to follow for 2024.
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25 Most Influential People in Customer Support
Klaus
Recognized by Klaus as one of the most innovative, inspiring, and influential people in the customer support space today.
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World's Top 30 Customer Experience Professionals for 2023
Global Gurus
Named one of the Top 30 Customer Experience professionals in the world for 2023 by Global Gurus.
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ICMI's Top 25 Thought Leaders for 2023
ICMI
Named one of ICMI's top 25 contact center thought leaders for 2023.
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Digital Customer Service Trailblazers in 2022
TechSee
Named one of 22 influential leaders to watch in 2022.
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42 Customer Experience Experts You Should Be Following
Chattermill
Named to Chattermill's list of 42 customer experience experts to follow.
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Top 30 Customer Service Experts to Follow in 2022
SmartKarrot
Named to SmartKarrot's list of top 30 customer service experts to follow.
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World's Top 30 Customer Experience Professionals for 2022
Global Gurus
Named one of the top 30 customer experience professionals in the world.
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30 Top CX Thought Leader Blogs to Follow
Blake Morgan
Inside Customer Service blog was named one of the top 30 customer experience blogs to follow by thought leader Blake Morgan.
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Top 25 Thought Leaders of 2022
HDI
Named one of the top 25 thought leaders in IT service and support.
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Top 50 Contact Center Twitter Accounts To Follow In 2021
Playvox
Named one of the Top 50 Contact Center Twitter Accounts To Follow In 2021
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Top 50 Customer Experience (CX) Influencers to Follow in 2021
The Awards Magazine
Named one of the top 50 customer experience (CX) influencers to follow in the world for 2021.
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Top 150+ Global Customer Experience Thought Leaders and Influencers of 2020
SurveySensum
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Top 30 Customer Service Influencer
ProcedureFlow
Named to ProcedureFlow's list of top 30 customer service influencers.
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Panviva's Top 25 CX Influencers 2019
Panviva
Top 25 customer experience influencers to follow.
https://marketing.panviva.com/acton/fs/blocks/showLandingPage/a/1856/p/p-0111/t/page/fm/3 -
Top Customer Service Blogs 2019
Expertido
The Inside Customer Service blog was named one of Expertido's 41 best customer service blogs for 2019.
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50 Best Customer Service blogs You Should Be Reading
SupportBee
The Inside Customer Service was named one of the top 50 customer service blogs by SupportBee.
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LiveHelpNow 20 Customer Experience Influencers You Should Follow Now
LiveHelpNow
20 customer experience influencers you should follow now.
https://www.livehelpnow.net/blog/20-customer-experience-influencers-you-should-follow-now/ -
Unymira Top 20 CX Influencers to Follow in 2019
Unymira
Named a top 20 Customer Experience influencer to follow on Twitter by Unymira.
https://blog.unymira.com/en/top-20-cx-influencers-2019 -
World's Top 30 Customer Service Professional
Global Gurus
Named #4 to the Global Gurus 2018 list of Top 30 Customer Service Professionals in the world.
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Top 16 Contact Center Tweeters to Follow
Fonolo
Named by Fonolo as one of the Top 16 contact center experts to follow on Twitter.
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CustomerThink 2016 Top Ten Author
CustomerThink
Top Ten author (#8) on CustomerThink.com for 2016. Number one author in 2016 for Service and Support category.
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Top 25 Thought Leader in Technical Support and Service Management
HDI
Honor voted on by colleagues in the technical support industry.
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ICMI's Top 50 Thought Leaders to Follow on Twitter
International Customer Management Institute (ICMI)
Third consecutive year on ICMI's annual list of the Top 50 Thought Leaders to Follow on Twitter.
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2015 CPLP Contributor Award
Association for Talent Development
The CPLP Contributor Award recognizes holders of the Certified Professional in Learning and Performance credential for outstanding volunteer efforts to support, promote, and advance the CPLP program.
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