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  • Home
  • About
    • Vision Writing
    • Employee Engagement
    • Assessment
    • Training
    • Keynotes
    • Books
    • Customer Service Tips
    • Recommended Reading
    • Tools and Worksheets
    • Articles and Media
  • Events
  • Blog
  • Contact
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Inside Customer Service blog

The Inside Customer Service blog features tips, trends, and analysis that can help you unlock your customer service team's hidden potential. 

  • All
  • Building Relationships
  • Exceeding Expectations
  • Solving Problems
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Introducing my new book, Service Failure

Jeff Toister November 15, 2012

Have you ever wondered why customer service is such a challenge for employees?

Service Failure, reveals ten hidden obstacles that prevent employees from delivering great service. Using examples from well-known companies, real stories from frontline employees, and the latest scientific research, Service Failure delivers straightforward solutions for overcoming these obstacles.

The book is available in paperback, e-book, and audio book formats. Visit www.servicefailurebook.com to learn more, check out some fun research, or download a sample chapter. 

Service Failure is now on sale in Barnes & Noble stores and online via Amazon, Barnes & Noble, and Powell's Books.

You can also watch this short trailer to learn more (click here if you don't see the video):

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Inside Customer Service

This blog brings you analysis, tips, and trends to help you unlock your customer service team's hidden potential.

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Once your email address is confirmed, I'll send you a link to download my workbook, "10 Customer Service Activities to Supercharge your team."

Thanks!
~Jeff

Recent Posts

Blog
Customer Service is Not Life or Death (Until it Is)
about a day ago
How To Empower Customer Service Employees
about 6 days ago
How to Help Your Team Cope with Empathy Fatigue
about a week ago
How Invisible Ropes Ruin the Customer Service Experience
about a week ago
Lessons from The Overlook: Trust, But Verify
about 2 weeks ago

The Book

Cover image of The Service Culture Handbook

Recognition

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Global Gurus 2018 Top 30 Customer Service Professional
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  • Jeff Toister
    Ever wonder *why* employees struggle with customer service? This book will reveal the reasons on 4/2. Get the firs… https://t.co/NkhlBqwzse
    about 2 hours ago
  • Jeff Toister
    I attended @NSAspeaker #NSAWINTER19 conference last week. Insane education & inspiration! So I’m happy to announce… https://t.co/gCYYHuhoyI
    about 16 hours ago
  • Jeff Toister
    RT @murphyjfraser: Numbers require narrative. Your customer and employee data wants to tell you a story, but are you willing to listen? #CX #CustServ #EX
    about 16 hours ago
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Toister Performance Solutions, Inc.

Toister Performance Solutions helps customer service teams unlock their hidden potential. Services include helping companies develop customer-focused cultures, voice of customer programs (i.e. surveys) and customer service training. 

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