https://www.toistersolutions.com/resources daily 0.75 2013-05-30 https://www.toistersolutions.com/blog daily 0.75 2026-01-21 https://www.toistersolutions.com/blog/customer-greeting-study monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/6fc7d15d-976d-4bc4-ae46-e67777e85b60/ChatGPT+Image+Oct+18%2C+2025+at+09_29_07+AM.png Inside Customer Service blog - Study proves the right way to greet customers - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1e935e5e-8b41-4223-b0be-b4c189c24294/greetings.001.png Inside Customer Service blog - Study proves the right way to greet customers - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/9a2c001f-cb0b-44d7-8c69-1acdbf5815ea/smiling.001.png Inside Customer Service blog - Study proves the right way to greet customers - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/training-plan-managing-customer-expectations monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/abb331f3-8fb6-4131-868d-eedd4f4cc30e/Managing+Customer+Expectations.png Inside Customer Service blog - Training plan for Managing Customer Expectations - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/training-plan-for-serving-internal-customers monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/7998f5f4-b673-4fba-b97d-a1c275b4ab6c/Internal+Customer+Service.png Inside Customer Service blog - Training plan for Serving Internal Customers - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/customer-service-icebergs monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/2680e47f-df9a-43ae-9e3f-bbf723522dee/Customer+Service+Icebergs.png Inside Customer Service blog - 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How to become a customer service trainer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/cx-vision-in-2-hours monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/e01dd277-c628-4d5b-a598-f7dedb4680d7/Vision+in+2+hours.png Inside Customer Service blog - Write your CX Vision in two hours - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/help-steps-of-service monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/e776bba4-aa3b-4256-b90b-353b436f8281/HELP+Steps+of+Service.png Inside Customer Service blog - HELP: The four fundamental steps of service - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/47d3c159-ead3-401d-adde-2b9f2a3d35c2/Jeff-Toister-9-Mailchimp-Newsletter-Header-1200px.jpg Inside Customer Service blog - HELP: The four fundamental steps of service - Build your skills in 5 minutes per week. https://www.toistersolutions.com/blog/using-a-cx-vision-to-guide-your-growth-strategy monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/53dec99d-aa9c-4fc7-ba05-86a5a8f04ae4/CX+Vision+Growth+Strategy.png Inside Customer Service blog - Using a CX vision to guide your growth strategy - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1634818303784-IX48YAEA5WE4B4QG8J6I/service+culture+3d.jpeg Inside Customer Service blog - Using a CX vision to guide your growth strategy - The Service Culture Handbook A step-by-step guide to getting your employees obsessed with customer service. https://www.toistersolutions.com/blog/how-to-set-expectations-with-customer-service-reps monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/7cbc156e-7d69-4e59-8e81-683a49206f3d/Set+Expectations.png Inside Customer Service blog - How to set expectations with customer service reps - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/measure-skills monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/d3790e47-632c-4745-808b-f46ed0a448ce/Measure+cs+skills.png Inside Customer Service blog - How to measure customer service skills - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/3ff51a34-7e12-4ef1-9775-9e069556c478/Rapport+Rubric.png Inside Customer Service blog - How to measure customer service skills - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/customer-service-foundations-training-plan monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/3fdc5de0-ff6d-4116-9cbc-3223d2afc878/Customer+Service+Foundations-2.png Inside Customer Service blog - 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How to create steps of service (and why you need them) - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/visual-communication monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/6703ed4a-c612-4d8d-89fe-5e29929e2d85/Screenshot+2024-01-04+at+8.03.07+AM.png Inside Customer Service blog - Help phone customers faster with visual communication - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/94ac40de-5404-492b-aded-a8dff508b348/Screenshot+2024-01-04+at+7.32.02+AM.png Inside Customer Service blog - Help phone customers faster with visual communication - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/27c7d751-3c39-4fa1-b7df-2b3a8988aaaa/Screenshot+2024-01-05+at+7.41.27+AM.png Inside Customer Service blog - Help phone customers faster with visual communication - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/921e2219-baa9-49b0-94e5-24877df2731c/Screenshot+2024-01-04+at+8.03.07+AM.png Inside Customer Service blog - Help phone customers faster with visual communication - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/training-reinforcement monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/9ab4eb1b-3d1c-4781-8d3e-3b9633055f30/training+-+fix+my+people.001.png Inside Customer Service blog - How to convince managers to reinforce customer service training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/e571c468-b620-4620-bd83-735d2ced230b/Workshop+Planner+-+top.jpg Inside Customer Service blog - How to convince managers to reinforce customer service training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/33792d6a-8364-4303-b463-8970c79ba091/Screenshot+2023-11-30+at+8.18.15+AM.png Inside Customer Service blog - How to convince managers to reinforce customer service training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/61bbcbd1-5c9f-4c55-b055-678b7a1210cc/Workshop+Planner+-+pre-training.jpg Inside Customer Service blog - How to convince managers to reinforce customer service training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/4dcefbbc-29eb-43a6-8d65-e42df1236fa3/Workshop+Planner+Sample+pre.1.jpeg Inside Customer Service blog - How to convince managers to reinforce customer service training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/2246f3fa-9141-48a7-a882-2fe67cb40236/Workshop+Planner+-+training.jpeg Inside Customer Service blog - How to convince managers to reinforce customer service training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/12f8a6c7-0d48-4056-88b8-edabe608b5a3/Workshop+Planner+Sample+-+training.1.jpeg Inside Customer Service blog - How to convince managers to reinforce customer service training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/39ff6a5a-747b-458c-9a0c-fb7018cc251f/Workshop+Planner+-+post-training.jpeg Inside Customer Service blog - How to convince managers to reinforce customer service training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/f1e0a911-97ed-497f-a980-88b4ba3a633c/Workshop+Planner+Sample.1.jpeg Inside Customer Service blog - How to convince managers to reinforce customer service training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/sentiment-arc monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/22302a1f-f889-41cf-9913-234f8d2d0c56/Sentiment+graphs.004.png Inside Customer Service blog - Sentiment arc: a better alternative to customer surveys - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/f1d70610-d5e8-45b1-8788-517cdf6ebb1e/Sentiment+graphs.001.png Inside Customer Service blog - Sentiment arc: a better alternative to customer surveys - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/56f7cc3b-cd91-4eca-854b-afbdf41a9d81/Sentiment+graphs.002.png Inside Customer Service blog - Sentiment arc: a better alternative to customer surveys - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/eb8afab5-5785-4d42-9113-9ed92a30d6d2/Sentiment+graphs.003.png Inside Customer Service blog - Sentiment arc: a better alternative to customer surveys - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/011615da-b047-476c-9554-121bdf840957/Sentiment+graphs.004.png Inside Customer Service blog - Sentiment arc: a better alternative to customer surveys - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/5bfe67c5-c6db-4d7c-971a-20d5dc13be72/Sentiment+graphs.005.png Inside Customer Service blog - Sentiment arc: a better alternative to customer surveys - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/dba37904-c854-4ea6-8d45-b4ccd2c7e544/Sentiment+graphs.006.png Inside Customer Service blog - Sentiment arc: a better alternative to customer surveys - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/d8114fab-1e3f-4753-b4e4-0a2e5cd5e8c0/Sentiment+graphs.007.png Inside Customer Service blog - Sentiment arc: a better alternative to customer surveys - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/90ded94d-9565-49cc-8ac7-304e346759e6/Sentiment+graphs.008.png Inside Customer Service blog - Sentiment arc: a better alternative to customer surveys - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/9d57d921-5f79-4d65-8978-1044c81f49ba/Sentiment+graphs.009.png Inside Customer Service blog - Sentiment arc: a better alternative to customer surveys - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/concrete-language monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/786438d0-4363-493c-96ec-4337177a8878/Specific+Language.png Inside Customer Service blog - How to improve customer satisfaction with concrete language - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/legendary-stories monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/06bf4503-3061-4a42-9130-0b0b8e0fa3fb/15697362994_17013ed864_o.jpg Inside Customer Service blog - How to use inspiring stories to grow your service culture - Make it stand out Photo credit: Mike Mozart https://www.toistersolutions.com/blog/the-3-essential-customer-service-skills-and-how-to-grow-them monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/89c06074-3e97-4458-9bae-5efb26b204b8/I_love_training.jpg Inside Customer Service blog - The 3 Essential Customer Service Skills (and How to Grow Them) - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/95ed084f-76df-47a3-a988-89f37f02e17f/Screen%2BShot%2B2021-08-06%2Bat%2B10.54.53%2BAM-2.png Inside Customer Service blog - The 3 Essential Customer Service Skills (and How to Grow Them) - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/3-ways-to-build-better-connections-with-remote-coworkers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/d5d6554c-dd9a-489b-8929-bf593517f6b9/remote_employee.jpg Inside Customer Service blog - 3 ways to build better connections with remote coworkers - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/4-ways-to-train-customer-service-skills-without-awkward-role-playing monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1b81f354-addb-4e81-bccd-64b7373a9fa1/role+playing.jpg Inside Customer Service blog - 4 ways to train customer service skills without awkward role playing - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/performance-observations-a-step-by-step-guide monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/367369ad-7df3-4743-a136-add4efc3b35c/Performance_Observation.png Inside Customer Service blog - Performance observations: a step-by-step guide - Make it stand out Image courtesy of LinkedIn Learning https://www.toistersolutions.com/blog/how-to-measure-customer-service-training monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/2f5db7cd-4bb3-469a-9a46-1ace0dd14998/measurement_graphs.jpg Inside Customer Service blog - How to measure customer service training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/how-the-fit-model-gets-your-team-to-love-smart-goals monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/a59fbc08-c2ad-4042-843c-32a7f89be8ef/SMART+%2B+FIT+Goals.png Inside Customer Service blog - How the FIT model gets your team to love SMART goals - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/how-experience-guarantees-can-help-you-win-more-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/6019befa-af6b-4aeb-9e85-2f4359fd4a92/guarantee_magnifyer.jpg Inside Customer Service blog - How experience guarantees can help you win more customers - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/service-culture-training monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/2d5a5935-b251-452f-9ae0-d1a3727efda9/Service+culture+training.png Inside Customer Service blog - How to create service culture training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/0e1a423e-1a24-478e-a7dd-2dc51ebfb023/Screenshot+2023-03-24+at+7.42.46+AM.png Inside Customer Service blog - How to create service culture training - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/report-remote-contact-center-agents-have-better-bosses monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/278c92e9-d15a-4703-86f0-c19e19bda509/work_from_home.jpg Inside Customer Service blog - Report: Remote contact center agents have better bosses - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/78c2c738-1c30-415f-bf03-413d092e955c/Remote+Charts.001.png Inside Customer Service blog - Report: Remote contact center agents have better bosses - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/2b325295-55b1-427e-a751-1f941dddf95c/Burnout+charts+2023.002.png Inside Customer Service blog - Report: Remote contact center agents have better bosses - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/e166dcde-1697-44d7-8550-41c184c2b253/Burnout+charts+2023.003.png Inside Customer Service blog - Report: Remote contact center agents have better bosses - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/eb4093fa-04c2-4793-abe0-2461dc53f0b3/Getting+Service+Right-sm.jpg Inside Customer Service blog - Report: Remote contact center agents have better bosses - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/6dfcdcd4-d4bc-4e5a-80c2-b7f73a930b38/Burnout+charts+2023+up.001.png Inside Customer Service blog - Report: Remote contact center agents have better bosses - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/d8f377c6-d361-402d-906f-1fce0b0f241a/Burnout+charts+2023+more.001.png Inside Customer Service blog - Report: Remote contact center agents have better bosses - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/3255ab98-f489-4300-aba6-c6637a5246ff/Burnout+charts+2023+more.002.png Inside Customer Service blog - Report: Remote contact center agents have better bosses - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/how-to-help-contact-center-agents-avoid-burnout monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/9dea0624-af7d-4cd7-a700-be51e26be93e/Burnout+charts+2023+update.001.png Inside Customer Service blog - How to help contact center agents avoid burnout - Make it stand out Pie chart showing 41% of contact center agents are not at risk of burnout, 31% are at risk, and 28% face a severe risk of burnout. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/8a02522b-e2db-46b9-beea-d7c367d88795/Burnout+charts+2023.011.png Inside Customer Service blog - How to help contact center agents avoid burnout - Make it stand out Bar chart showing whether contact center agents felt empower to help customers. 94% of agents not at risk of burnout said yes. 84% of at risk agents said yes. 72% of high risk agents said yes. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/b9b20edb-4527-407c-b396-cd6c897d673b/Burnout+charts+2023.007.png Inside Customer Service blog - How to help contact center agents avoid burnout - Make it stand out A bar chart showing whether contact center agents feel they are paid fairly. 77% of agents who are not at risk of burnout said yes. 53% of agents who are at risk of burnout said yes. 59% of agents facing a severe burnout risk said yes. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/2838cbd1-f6cf-4205-b49d-625e8b14d0bb/Burnout+charts+2023.010.png Inside Customer Service blog - How to help contact center agents avoid burnout - Make it stand out Bar chart showing whether contact center agents felt their boss was generally supportive. 94% of agents who are not at risk of burnout said yes. 84% of agents at risk of burnout said yes. 77% of agents facing a severe burnout risk said yes. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/19cd6037-27a5-4236-b211-06f3009458ce/Agent+Burnout+CTA+2023.png Inside Customer Service blog - How to help contact center agents avoid burnout - Get the report Discover 11 factors that make agents more resilient to burnout. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/2031e725-7b24-4627-9a56-de91e7644f3b/Remote+Charts.001.png Inside Customer Service blog - How to help contact center agents avoid burnout - Make it stand out Bar chart showing whether contact center agents receive regular feedback from their boss. 80% of remote agents said yes while 67% of onsite agents said no. https://www.toistersolutions.com/blog/three-ways-to-build-better-rapport-with-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/279c1be0-294f-434d-96fc-13065a639343/furniture_shopping.jpg Inside Customer Service blog - Three ways to build better rapport with customers - Make it stand out A smiling couple is seated on a sofa in a furniture store while a smiling sales associate show them fabric swatches. https://www.toistersolutions.com/blog/friendliness-is-more-important-than-speed-for-fast-food-chains monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/e5a5da7c-9c39-4492-adb9-7926850b8987/friendly_server.jpg Inside Customer Service blog - Friendliness is more important than speed for fast food chains - Make it stand out A smiling, friendly server is holding a tray with three glasses of wine. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/db810f95-8476-4aa4-8a14-990114c69879/friendliness_graphic.png Inside Customer Service blog - Friendliness is more important than speed for fast food chains - Make it stand out A chart showing the overall satisfaction and friendliness percentages from secret shopper scores for ten fast food chains. The trend lines show a correlation between satisfaction and friendliness. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/b66c5ed9-3119-4f76-99e8-16e3bb67e535/order_accuracy.png Inside Customer Service blog - Friendliness is more important than speed for fast food chains - Make it stand out A graphic showing customer satisfaction and order accuracy from secret shopper visits for ten fast food chains. Trend lines show there’s no correlation between the two variables. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/496de3d7-b79d-44d9-8203-42e1322ea1e9/Order_speed.png Inside Customer Service blog - Friendliness is more important than speed for fast food chains - Make it stand out A chart showing overall satisfaction and average time spent from secret shopping visits for ten fast food chains. The chart shows that a lower wait time is not correlated with higher satisfaction. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/9d0e3b98-6671-4c43-960f-8c0437d856b9/Wait_per_car.png Inside Customer Service blog - Friendliness is more important than speed for fast food chains - Make it stand out A chart showing the average wait time per car in line for ten fast food chains compared to the average customer satisfaction score from mystery shops for the same chains. The graph shows wait time per car is not correlated with overall satisfaction. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/d7b1720e-c84e-4061-8cb8-37d4d3cc5714/Quality_graphic.png Inside Customer Service blog - Friendliness is more important than speed for fast food chains - Make it stand out Graphic showing the food quality ratings for ten fast food chains compared to overall satisfaction ratings from secret shopper visits for the same chains. The chart does not show a strong relationship between food quality and overall satisfaction. https://www.toistersolutions.com/blog/how-attitude-anchors-can-help-you-stay-friendly monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/4c54d535-d691-4666-9dbf-ecd07e714b3e/attitude_adjustment.jpg Inside Customer Service blog - How attitude anchors can help you stay friendly - Make it stand out A person is using their index finger to point to a wooden block with a smile painted on it. There are two other wooden blocks that have faces painted on them, one with a scowl and one that appears to be tired. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/aee03901-3e7f-4d7f-bc77-5a15801984f7/Dublin_tire_play.jpg Inside Customer Service blog - How attitude anchors can help you stay friendly - Make it stand out The author, Jeff Toister, playing with his dog, Dublin. Both are grabbing a dog toy that is a rubber tire with a rope threaded through the middle. https://www.toistersolutions.com/blog/why-you-need-to-take-responsibility-for-your-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/4854e1d1-f256-42d4-ab2a-0b384af67a8f/call+center+agent+focused.jpg Inside Customer Service blog - Why you need to take responsibility for your customer service - Make it stand out A smiling customer service agent is on the phone with a customer. https://www.toistersolutions.com/blog/three-ways-to-predict-and-avoid-service-failures monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/61b732b6-f959-457a-8a5a-d52f78598b72/crystal_ball.jpg Inside Customer Service blog - Three ways to predict and avoid service failures - Make it stand out A businesswoman is sitting at her desk, gazing into a crystal ball. https://www.toistersolutions.com/blog/my-top-six-lessons-learned-from-serving-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/9bb9b135-027f-4d78-b546-188630983840/pharmacy+customer.jpg Inside Customer Service blog - My top six lessons learned from serving customers - Make it stand out A pharmacy customer is patiently explaining something to a younger employee. https://www.toistersolutions.com/blog/how-to-hold-customer-service-employees-accountable monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/fcb871f5-2e85-4d54-9302-79e4dd0f3fa4/disappointed_boss.jpg Inside Customer Service blog - How to hold customer service employees accountable - Make it stand out A boss is sitting at a desk, reviewing a report while an employee stands in his office. He looks disappointed. https://www.toistersolutions.com/blog/how-service-culture-is-built-on-everyday-hero-moments monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/83838540-412a-4b36-a57c-9d80ebecff79/Roker_Burger.png Inside Customer Service blog - How service culture is built on everyday hero moments - Make it stand out Screen capture from a Today Show segment filmed at Shake Shack’s Madison Square Park location. Al Roker is talking to a Shake Shack employee while the author is sitting at a table in the background. https://www.toistersolutions.com/blog/is-your-giant-ego-is-crushing-your-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/07dd626f-d873-4c0f-aad6-8fb662582d5b/arrogant_employee.jpg Inside Customer Service blog - Is your giant ego crushing your customer service? - Make it stand out An arrogant employee is wearing a crown and pointing at themselves in a self-satisfied way. https://www.toistersolutions.com/blog/reduce-average-handle-time-with-this-one-simple-trick monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/7b10806f-1514-4473-a334-c65f4a46f936/call+center+agent+focused.jpg Inside Customer Service blog - Reduce average handle time with this one simple trick - Make it stand out A smiling call center agent is focused on helping a customer over the phone. https://www.toistersolutions.com/blog/five-customer-service-tips-for-people-with-adhd monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/467450a0-a794-449a-a78b-ded5d6801aa6/los_pinos.jpg Inside Customer Service blog - Five customer service tips for people with ADHD - Make it stand out Getting outside is one of the best ways to recharge my brain and restore my ability to focus. This is me standing atop Los Pinos Peak on a sunny day. https://www.toistersolutions.com/blog/how-appreciation-can-boost-customer-service-employees monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/9c854173-11cf-4dd7-85e0-29a5c9bb0996/appreciation.jpg Inside Customer Service blog - How appreciation can boost customer service employees - Make it stand out A smiling, happy customer is showing a thumbs up and holding a social-media icon with a heart and a one next to it to signify appreciation. https://www.toistersolutions.com/blog/does-my-team-need-its-own-mission-statement monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/f4feb95e-c500-4e86-9bee-74007c78b203/mission_statement_team.jpg Inside Customer Service blog - Does my team need its own mission statement? - Make it stand out A team of people have all put their hands in a circle, as if they are about to do a team cheer. The word “mission” is superimposed over the picture. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/17268299-2227-4529-b21d-c883f93032a8/PCT_trail_ecotone.jpg Inside Customer Service blog - Does my team need its own mission statement? - Make it stand out Jeff Toister wearing an Osprey backpack while hiking on the Pacific Crest Trail. https://www.toistersolutions.com/blog/how-customer-experience-can-save-the-environment monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1a5cc159-44c3-479f-9e69-ab29801fd745/James_Coffee.jpg Inside Customer Service blog - How customer experience can save the environment - Make it stand out The front entrance to one of the James Coffee Co. locations. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/64d8775c-8460-4910-8b74-6fb919452fbb/glass_to_go.jpg Inside Customer Service blog - How customer experience can save the environment - Make it stand out The James Coffee Co Glass To-Go set. It consists of a glass jar, metal lid, and foam koozie. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/881ae0b8-267f-41d4-869f-ff80b9cb4f83/goatote+bag+sign.jpg Inside Customer Service blog - How customer experience can save the environment - Make it stand out A sign for Goatote that reads, “Need a bag?” and “Check out a reusable bag at the in store kiosk.” https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/fac7d12a-e67f-4557-95a0-1d0df0ebe164/target.jpg Inside Customer Service blog - How customer experience can save the environment - Make it stand out A display selling Target reusable bags for 99 cents. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/7abe1dfb-d9b7-42d1-962f-3125995d58d2/goatote+website.png Inside Customer Service blog - How customer experience can save the environment - Make it stand out Screenshot of the Goatote website section explaining how the Goatote system works. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/76dea5be-a11e-4fab-a9ee-f4faddaa37bc/goatote+kiosk.jpg Inside Customer Service blog - How customer experience can save the environment - Make it stand out Close-up image of the Goatote kiosk menu. Customers are asked to scan the QR code or open the Goatote app. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/09ea524c-b4ce-42c5-a1b2-baf18b644c59/account.jpg Inside Customer Service blog - How customer experience can save the environment - Make it stand out The Goatote new account sign-up screen. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/4c82718b-4d66-4d0f-b711-6be4fd095c47/terms.jpg Inside Customer Service blog - How customer experience can save the environment - Make it stand out Screen capture of the Goatote account sign-up process. A button is asking customers to agree to the Terms of Service and Privacy Policy. https://www.toistersolutions.com/blog/how-your-customer-service-pep-talks-can-stay-fresh monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/ce679183-54e6-430a-ba63-a49a4aeee58e/bored_team.jpg Inside Customer Service blog - How your customer service pep talks can stay fresh - Make it stand out A group of employees on a video call are all yawning. https://www.toistersolutions.com/blog/three-ways-to-test-your-company-values monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/5646a938-1770-4903-9a8a-605cc2b3c435/core+values.jpg Inside Customer Service blog - Three ways to test your company values - Make it stand out A magnifying glass is being held up to the words, “core values.” https://www.toistersolutions.com/blog/three-pieces-of-customer-service-advice-we-need-to-update monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/a75475f5-e4ab-4c5f-864b-095197b4009c/older+sage.jpg Inside Customer Service blog - Three pieces of customer service advice we need to update - Make it stand out An older gentleman with headphones in front of a microphone, recording a podcast. https://www.toistersolutions.com/blog/the-ultimate-guide-to-service-recovery monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/b40a379c-2305-463a-a41f-baf14b58e5e3/dissatisfaction.jpg Inside Customer Service blog - The ultimate guide to service recovery - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/245bb520-1247-4487-b9f6-a8f4e07c727f/Screenshot+2024-06-07+at+7.12.39%E2%80%AFAM.png Inside Customer Service blog - The ultimate guide to service recovery - Make it stand out Image Source: CCMC 2020 National Rage Study https://www.toistersolutions.com/blog/how-to-get-your-customer-service-employees-to-be-more-proactive monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/d3cf9f6c-1d58-4902-b9c3-7b48f86c31c6/thinking_man.jpg Inside Customer Service blog - How to get your customer service employees to be more proactive - Make it stand out An executive is sitting at his desk, thinking about how to solve a problem. https://www.toistersolutions.com/blog/how-to-ask-for-a-raise monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/b3e003df-365b-44e9-ac13-b0b707a21327/celebrating+employee.jpg Inside Customer Service blog - How to ask for a raise - Make it stand out An employee is celebrating some good news. https://www.toistersolutions.com/blog/why-all-customer-service-surveys-really-measure-just-one-thing monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/5daebd75-b72a-4ac6-9aa3-6d55e156be15/survey+results.jpg Inside Customer Service blog - Why all customer service surveys really measure just one thing - Make it stand out Three wooden circles are shown on a notebook with various graphs on the cover. One circle is a green smiley face, another circle is an orange neutral face, and the third circle is a red frowning face. https://www.toistersolutions.com/blog/how-campers-can-make-your-culture-stronger monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/8e622ffe-4524-432e-8d14-566dd90f4173/camp+lounge.jpg Inside Customer Service blog - How campers can make your culture stronger - Make it stand out A woman is relaxing in a hammock while working on a laptop. The hammock is in front of a camp trailer. https://www.toistersolutions.com/blog/increase-productivity-with-this-one-counterintuitive-trick monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/2551e434-672f-4267-8bfe-ac9924d5b442/dog_beach.jpg Inside Customer Service blog - Increase productivity with this one counterintuitive trick - Make it stand out A happy, wet dog with a toy at the beach. https://www.toistersolutions.com/blog/what-are-the-advantages-of-having-a-service-culture monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/f876c0e9-749d-4adf-8fe7-d68403237179/coffee%2Bmap.jpg Inside Customer Service blog - What are the advantages of having a service culture? - Make it stand out A person at a coffee shop is examining a route on an online map displayed on an iPad. https://www.toistersolutions.com/blog/three-ways-to-immediately-improve-your-customer-experience monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/d5eb8a66-ad85-42ca-b67a-40ab161f4a6f/customer+experience+rating+scale.jpg Inside Customer Service blog - Three ways to immediately improve your customer experience - Make it stand out A person is holding a smiley face next to a five-star rating, signifying a positive review. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/57e8cc4b-b80d-4adc-8ae2-85a391ab294f/GCE+Understand+Needs+2022+-+LI.png Inside Customer Service blog - Three ways to immediately improve your customer experience - Make it stand out Graphic that reads “30% of Americans think companies rarely understand their needs.” https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/e44a1cf6-aa3b-4a98-b6d2-07bdb37cbfd0/GCE+Promises+2022+-+LI.png Inside Customer Service blog - Three ways to immediately improve your customer experience - Make it stand out Graphic that reads, “21% of Americans were let down by a product or service they purchased this week.” https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/da57c8cb-2d8d-4712-a032-edb151f1302c/GCE+Service+Failure+2022+-+LI.png Inside Customer Service blog - Three ways to immediately improve your customer experience - Make it stand out A graphic that reads, “14% of Americans experienced an unresolved service failure this week.” https://www.toistersolutions.com/blog/how-to-motivate-employees-to-learn-new-customer-service-skills monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/e7d3e6d1-778a-42ee-8f20-9868b60a9da3/webinar+trainer.jpg Inside Customer Service blog - How to motivate employees to learn new customer service skills - Make it stand out A smiling trainer is leading a webinar training session. Four other participants are visible on screen and they are all smiling and paying attention. https://www.toistersolutions.com/blog/how-to-help-customer-service-employees-move-away-from-scripts monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/5fc7661a-f845-4829-a0e3-fc3f11d5ee7f/script+reader.jpg Inside Customer Service blog - How to help customer service employees move away from scripts - Make it stand out An actor is reading a script while holding a theatre mask. https://www.toistersolutions.com/blog/how-to-gain-customer-service-skills-when-youre-not-working monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/c38eb47c-871b-4610-805b-b8843a0fe5bb/retail+customer.jpg Inside Customer Service blog - How to gain customer service skills when you're not working - Make it stand out A retail customer is making a purchase in a store. He is smiling at the cashier and being polite. https://www.toistersolutions.com/blog/lessons-from-the-overlook-know-when-to-leave monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/071ec321-28a4-4b0d-b349-5e023fc57046/overlook_bye.jpg Inside Customer Service blog - Lessons from The Overlook: Know when to leave - Make it stand out The Overlook vacation cabin. View looking through oak and manzanita trees to the front entrance. https://www.toistersolutions.com/blog/how-long-should-new-hire-training-last-for-customer-service-employees monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/975f8c76-6bd9-4744-85af-ded8b67d663c/training_class_interaction.jpg Inside Customer Service blog - How long should new hire training last for customer service employees? - Make it stand out A trainer is facilitating a workshop. https://www.toistersolutions.com/blog/why-great-service-recovery-doesnt-need-to-be-free monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/0a18a31a-4c13-4e9a-aeaf-08f839467c93/free+coffee.jpg Inside Customer Service blog - Why great service recovery doesn't need to be free - Make it stand out A close-up image of a cup of coffee being handed to a customer by a barista. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1626962454442-71UJUIGYVX0NP893U62V/GCE_cover_stacked.jpg Inside Customer Service blog - Why great service recovery doesn't need to be free - Retain more customers The Guaranteed Customer Experience shows you how to earn customer trust. https://www.toistersolutions.com/blog/why-your-people-are-the-key-to-getting-great-customer-feedback monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/5aff6f03-c2eb-4651-8fd7-01d3cbe07daf/listening_to_customers.jpg Inside Customer Service blog - Why your people are the key to getting great customer feedback - Make it stand out A customer service agent is pantomiming listening while on the phone with a customer. https://www.toistersolutions.com/blog/how-observing-subtle-cues-can-improve-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/57d8d9a2-57b6-4b6d-a6c8-76fdc65cdebb/retail_cashier.jpg Inside Customer Service blog - How observing subtle cues can improve customer service - Make it stand out A cashier in a retail clothing shop is smiling and observing customers from behind the register. https://www.toistersolutions.com/blog/3-reasons-to-stop-conflating-customer-service-with-customer-experience monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/21b34790-27d5-4038-aed8-0bc53d29d76f/head_in_sand.jpg Inside Customer Service blog - 3 reasons to stop conflating customer service with customer experience - Make it stand out Two business leaders kneeling with their heads buried in the sand. https://www.toistersolutions.com/blog/why-employee-effort-is-the-key-to-improving-your-customer-effort-score monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/4b6932c1-1ac4-44a0-a4b3-bf5d8732822d/overworked+employee.jpg Inside Customer Service blog - Why employee effort is the key to improving your customer effort score - Make it stand out An overworked employee is besieged with paperwork, meeting requests, alarms, phone calls, and other work. https://www.toistersolutions.com/blog/how-do-job-applicants-evaluate-company-culture monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/f45c2b81-27e6-4833-bf4c-8b7900f2f4c6/video_interview_2.jpg Inside Customer Service blog - How do job applicants evaluate company culture? - Make it stand out A hiring manager greets a job applicant at the start of a video interview. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/f10c30a2-6223-4cf4-a110-cb2e502f6428/Screen+Shot+2022-01-28+at+8.32.05+AM.png Inside Customer Service blog - How do job applicants evaluate company culture? - Make it stand out Screenshot from LinkedIn. Graph showing that a company’s employee base has grown by 22 percent over the past two years. https://www.toistersolutions.com/blog/what-is-internal-customer-service-and-why-is-it-important monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/f5fb62a3-6b84-4dfe-a5d9-a866ccd13621/warehouse+team.jpg Inside Customer Service blog - What is internal customer service and why is it important? - Make it stand out Two employees in a fulfillment center are reviewing inventory figures on a tablet computer. https://www.toistersolutions.com/blog/lessons-from-the-overlook-the-outsourcing-dilemma monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/3321a41b-aaf0-43c8-b016-f0bf264d5878/overlook_snow.jpg Inside Customer Service blog - Lessons from The Overlook: The outsourcing dilemma - Make it stand out Thanks to outsourcing, we can keep the walkways clear of snow and ice at The Overlook. https://www.toistersolutions.com/blog/is-scoreless-quality-assurance-right-for-your-contact-center monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/bd8ff241-da92-4cb9-97ef-42e5daefa764/scorecard.jpg Inside Customer Service blog - Is scoreless quality assurance right for your contact center? - Make it stand out A group of unimpressed gameshow judges hold up cards indicating low scores. https://www.toistersolutions.com/blog/what-the-heck-is-a-chief-customer-officer monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/b82c2482-db39-4418-a37c-1b8fb61775fd/executive+leader.jpg Inside Customer Service blog - What the heck is a Chief Customer Officer? - Make it stand out An executive is leading a discussion with other leaders in a conference room. https://www.toistersolutions.com/blog/how-surprise-fees-put-employees-in-a-no-win-position monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/4367f7cb-418a-47f8-8fc4-65a6b5bfec23/detective.jpg Inside Customer Service blog - How surprise fees put employees in a no-win position - Make it stand out Close-up of a man holding a magnifying glass to his eye. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/d4b8b326-dcbf-41d3-86c0-7a3228d3fc11/Olea_1.png Inside Customer Service blog - How surprise fees put employees in a no-win position - Make it stand out Screen shot of hotel website stating, “Gourmet Breakfast. Daily two-course breakfast—included in your stay.” https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/4a69936a-9f3e-4877-9d0c-831fe2d2ba43/option.png Inside Customer Service blog - How surprise fees put employees in a no-win position - Make it stand out Screen shot from a hotel website showing the mandatory property fee listed as an option. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/3fa2799d-23c3-4489-a6ed-1b6dedecf959/olea_2.png Inside Customer Service blog - How surprise fees put employees in a no-win position - Make it stand out Screenshot from a hotel website advertising a complimentary gourmet breakfast. https://www.toistersolutions.com/blog/how-to-build-better-customer-relationships-by-following-up monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/e745dc2e-a247-4c5e-8023-300747196d6f/warehouse+call.jpg Inside Customer Service blog - How to build better customer relationships by following up - Make it stand out A customer service agent is in a warehouse, using a headset to talk to a customer on the phone. The agent is smiling and giving a thumbs up signal to indicate good news. https://www.toistersolutions.com/blog/why-do-customer-service-reps-give-out-bad-information monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/9c109057-c11f-4fa9-b6ce-4c0252772530/customer+confusion.jpg Inside Customer Service blog - Why do customer service reps give out bad information? - Make it stand out A confused customer is pointing in two different directions and trying to decide which way to go. https://www.toistersolutions.com/blog/one-overlooked-customer-escalation-you-need-to-improve monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/83c53f31-33f3-4fb9-aefb-60149df6b80e/robot+chat+group.jpg Inside Customer Service blog - One overlooked customer escalation you need to improve - Make it stand out A group of vintage toy robots are gathered around a laptop computer, video chatting with a robot on the screen. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/6803e5ae-3e6f-4f48-a3eb-08c4a3be97e1/chatbot+1.png Inside Customer Service blog - One overlooked customer escalation you need to improve - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/4b241d5b-1d01-4fed-8510-93df457f1d04/chatbot+2.png Inside Customer Service blog - One overlooked customer escalation you need to improve - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/ba62be3b-036c-4b61-b0e3-d251b4a687d0/Agent+1.png Inside Customer Service blog - One overlooked customer escalation you need to improve - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/7541fe3b-a53d-4c73-af8f-abc095595db4/Agent+2.png Inside Customer Service blog - One overlooked customer escalation you need to improve - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/how-realistic-job-previews-can-increase-retention monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/04c8cd33-ee6d-4cf5-b079-04b7eaf7b200/video+interview+2.jpg Inside Customer Service blog - How realistic job previews can increase retention - Make it stand out A manager conducts a video interview with a job applicant. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/5c8dc68b-1cc1-48f4-9657-beca4626f41c/Screen+Shot+2021-12-10+at+8.05.55+AM.png Inside Customer Service blog - How realistic job previews can increase retention - Make it stand out Graphic showing results from a survey asking customer service employees if their actual experience matches what they were told to expect during the hiring process. 48 percent of respondents said yes. https://www.toistersolutions.com/blog/one-thing-that-can-make-you-better-at-service-recovery monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/f4ccb96f-144b-4840-a65f-c5369ec1eb6c/IMG_0636.jpeg Inside Customer Service blog - One thing that can make you better at service recovery - Make it stand out The Overlook cabin on a cold winter day with snow on the roof and snow banks piled in front of it. https://www.toistersolutions.com/blog/three-ways-to-help-your-employees-become-brand-evangelists monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/4f0ffb65-7489-4b28-b31a-d2fc07191695/passionate+customer.jpg Inside Customer Service blog - Three ways to help your employees become brand evangelists - Make it stand out A smiling employee is holding his hands in a heart symbol. https://www.toistersolutions.com/blog/how-to-master-new-skills-like-a-training-professional monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/315dcb4b-c401-49b9-b314-0c207b79935d/navigation.jpg Inside Customer Service blog - How to master new skills like a training professional - Make it stand out The author scrambling over a rock in the desert. Climbing up this remote mountain required a few navigational skills such as reading a topographical map, using a GPS device, and finding trail markers along the way. https://www.toistersolutions.com/blog/what-indeed-can-teach-us-about-brand-promises monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/9bee9781-a1b9-4a26-987e-f0067efb0d64/Screen+Shot+2021-11-01+at+7.22.29+AM.png Inside Customer Service blog - What Indeed can teach us about brand promises - Make it stand out Screenshot of the Indeed website featuring Indeed’s brand promise, “We help people get jobs.” https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/e7e0e34f-4cc9-4b28-b137-ff483d591161/Screen+Shot+2021-11-01+at+7.43.15+AM.png Inside Customer Service blog - What Indeed can teach us about brand promises - Make it stand out Screenshot of the Indeed home page. The job search feature is prominently displayed. https://www.toistersolutions.com/blog/lessons-from-the-overlook-investigate-small-problems monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/a97a292a-e707-45cb-9e00-aaf74675456f/broken+glass.jpg Inside Customer Service blog - Lessons from The Overlook: Investigate small problems - Make it stand out A broken wine glass placed on the kitchen counter at The Overlook. https://www.toistersolutions.com/blog/leadership-secrets-from-the-service-culture-handbook monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1634818303784-IX48YAEA5WE4B4QG8J6I/service+culture+3d.jpeg Inside Customer Service blog - Leadership secrets from The Service Culture Handbook - Make it stand out Cover image of The Service Culture Handbook https://www.toistersolutions.com/blog/how-customer-service-leaders-can-make-it-easier-to-do-good-work monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1634138177603-CNJOVEP1DZ6E0V9ETF30/struggling+employee.jpg Inside Customer Service blog - How customer service leaders can make it easier to do good work - Make it stand out A frustrated employee is sitting at her computer. https://www.toistersolutions.com/blog/why-training-is-a-bad-way-to-recognize-good-employees monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1633447708335-Q9GZU8A2LY4RBKOXLRBG/workshop+participants.jpg Inside Customer Service blog - Why training is a bad way to recognize good employees - Make it stand out A group of employees participate in a workshop. A facilitator stands at a flip chart with a marker in hand. https://www.toistersolutions.com/blog/three-reasons-not-to-hire-a-customer-service-consultant monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1632234998272-TPUTZPOXCNOMUE6XXY98/Jeff_Toister_headshot.jpeg Inside Customer Service blog - Three reasons not to hire a customer service consultant - Make it stand out Picture of Jeff Toister, looking skeptical. https://www.toistersolutions.com/blog/the-difference-between-knowledge-skills-and-abilities monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1631562521048-B3R5PDC52C5WZOBVEGO5/training_class_interaction.jpg Inside Customer Service blog - What's the difference between knowledge, skills, and abilities? - Make it stand out A trainer is facilitating a class discussion. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1631562863841-PJ3WCW4TXW5AP4GZKJGA/Blooms+taxonomy.png Inside Customer Service blog - What's the difference between knowledge, skills, and abilities? - Make it stand out Graphic showing a revised version of Bloom’s Taxonomy. Image shared courtesy of Vanderbilt University. https://www.toistersolutions.com/blog/how-to-keep-customers-coming-back monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1629405108374-D3XV2CW9LNMSR0CDOIZ9/Shep+Hyken+Ill+be+back.png Inside Customer Service blog - How to keep customers coming back | Shep Hyken interview - Make it stand out Quote from bestselling author, Shep Hyken: “Loyalty is tied to an emotional connection.” https://www.toistersolutions.com/blog/how-to-keep-customers-informed-about-shipping-delays monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1630940404604-2RIF5G8OYKZCY8Y3O065/container_ship.jpg Inside Customer Service blog - How to keep customers informed about shipping delays - Make it stand out A large container ship is docked in port. https://www.toistersolutions.com/blog/5-things-vacation-rental-guests-should-know monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1629728057711-Q7XV2FPMWS91IUFWZ6SJ/Overlook_sunset.jpeg Inside Customer Service blog - Lessons from The Overlook: 5 things vacation rental guests should know - Make it stand out Sunset view from the deck of The Overlook. It’s the perfect place to relax after a day of hiking. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1629728306209-0WW53896E434NNUMVLYY/air_filter_palm_springs.jpg Inside Customer Service blog - Lessons from The Overlook: 5 things vacation rental guests should know - Make it stand out An HVAC air filter completely caked with dust. https://www.toistersolutions.com/blog/5-types-of-misleading-data-that-hurts-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1629470649423-YD7B4BMFFHEFA4ZEVZUW/data_analysis.jpg Inside Customer Service blog - 5 types of misleading data that hurts customer service - Make it stand out Two colleagues are reviewing business data. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1629471265937-CNWC7STKH7JEG49HB14U/wage+increase.png Inside Customer Service blog - 5 types of misleading data that hurts customer service - Make it stand out Graph showing a proposed wage increase for customer service employees from $12 per hour to $14 per hour would be a 17% jump. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1629471356380-ETKE8E0M404606BQSSSJ/wage+market.png Inside Customer Service blog - 5 types of misleading data that hurts customer service - Make it stand out Graph showing the market rates for similar jobs. The current rate of $12 is at the very low end of the pay scale. The proposed $14 rate would be slightly below average. https://www.toistersolutions.com/blog/five-advanced-customer-service-techniques monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628694950828-QZT2M5XCIMTI3XQ7AWDR/hotel_butler.jpg Inside Customer Service blog - Five advanced customer service techniques to raise your game - Make it stand out A hotel butler is holding out a silver tray with five stars on it, signifying five-star service. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628695335017-KRRCNHIUMLEDNTMORBKS/names.png Inside Customer Service blog - Five advanced customer service techniques to raise your game - Make it stand out A graphic showing customer satisfaction survey results when a customer names an employee in survey comments, compared to when an employee is not named. https://www.toistersolutions.com/blog/why-customer-success-is-the-secret-to-revenue-growth monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628269824205-0YG5U9EG6MPWPC5Q1N2B/retail_service.jpg Inside Customer Service blog - Why customer success is the secret to revenue growth - Make it stand out A retail associate is assisting a customer in a clothing store. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628270467672-43S2131C6MPOCWAV2DAP/Xero_shoes_product.png Inside Customer Service blog - Why customer success is the secret to revenue growth - Make it stand out Screenshot from the Xero Shoes website for the Z-Trail EV sandal. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628270633037-NGNUXNT0EDS2T1TSCNU7/Xero_shoes_sizing.png Inside Customer Service blog - Why customer success is the secret to revenue growth - Make it stand out Downloadable shoe sizing guide from the Xero Shoes website. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628270785750-IV3T4HHM1ISHENDED4UQ/new_balance_marketing.png Inside Customer Service blog - Why customer success is the secret to revenue growth - Make it stand out Example of a marketing email from New Balance. A model is wearing a New Balance shirt and jacket. The headline reads “Don’t Miss It” and the email offers 25% off recently reduced apparel. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628270935892-GPKPMZQNEVAZ50AMV860/new_balance_fitting.png Inside Customer Service blog - Why customer success is the secret to revenue growth - Make it stand out Screen shot from the New Balance website describing its shoe fitting service. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628271044139-EZKQJ8O1D3CIU5PIUVIR/new_balance_email.png Inside Customer Service blog - Why customer success is the secret to revenue growth - Make it stand out Email from New Balance customer care team. It instructed me to contact a store. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628271619836-VLLL77XKCQVGL841H6XH/living_spaces_chat_offer_2.png Inside Customer Service blog - Why customer success is the secret to revenue growth - Make it stand out Screenshot from Living Spaces website promising a response to chat questions in less than 10 seconds. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628271715947-A6GKBZW2K3SGIMNJ94PO/Living_spaces_helper_bot.png Inside Customer Service blog - Why customer success is the secret to revenue growth - Make it stand out Screenshot of the Living Spaces Helper Bot chat window. It shows the chat session has been waiting 10 minutes for a response. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628272067875-P6YEF2W95UA33X79K1LU/Living_spaces_chat_response.png Inside Customer Service blog - Why customer success is the secret to revenue growth - Make it stand out Screenshot of a chat agent’s response to a question about cleaning a rug with a vacuum cleaner roller brush. The agent replied, “I don’t see why not.” https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628272180992-F3Y1435CXB7BGUA13UXQ/packfinder.png Inside Customer Service blog - Why customer success is the secret to revenue growth - Make it stand out Screenshot of Osprey’s packfinder tool. It helps customers select the right pack by asking questions to narrow down possible options. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628272380403-ZFKAD1VQMEIX8UT8XXQQ/Osprey_chat.png Inside Customer Service blog - Why customer success is the secret to revenue growth - Make it stand out Screenshot of Osprey website with a chat offer in the lower right corner. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1628272529476-GD948KAYFS3S636GFUL6/Screen+Shot+2021-08-06+at+10.54.53+AM.png Inside Customer Service blog - Why customer success is the secret to revenue growth - Make it stand out Screenshot of a chat session with an Osprey chat agent named Jennifer. Jennifer suggested a specific pack and also asked if it was too large. https://www.toistersolutions.com/blog/how-to-survive-a-bad-boss monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1627569131308-9FD0WRW1ALKHTBOMMTGT/bad+boss.jpg Inside Customer Service blog - How customer service employees can survive a bad boss - Make it stand out An demanding boss is talking to a reluctant employee. https://www.toistersolutions.com/blog/how-to-win-back-your-customers-heart-with-an-apology monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1627137116162-SWHTEIRQCM5XJH7AWYY5/apology.jpg Inside Customer Service blog - How to win back your customer's heart with an apology - Make it stand out The words “I am sorry” appear on a small chalk board. https://www.toistersolutions.com/blog/how-to-rapidly-improve-customer-service-by-finding-your-betty monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1626358704132-OAG85JSBT7QY3SX2ZFSB/call+center+agent+betty.jpg Inside Customer Service blog - How to rapidly improve customer service by finding your Betty - Make it stand out A smiling contact center agent is on the phone with a customer. https://www.toistersolutions.com/blog/how-customer-experience-promise-audits-can-save-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1625753331919-ZZ30OTUAMT3800ABZWS8/hotel+front.jpg Inside Customer Service blog - How customer experience promise audits can save customers - Make it stand out A hotel’s windows are boarded up. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1625753503450-2B4H37NI24UY99VY8SRQ/Gold+benefits.png Inside Customer Service blog - How customer experience promise audits can save customers - Make it stand out Screen grab of three benefits a hotel chain promotes to Gold Elite members of its loyalty program. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1625753711502-DRPTOEKJ6ANG6L3YK3CA/gold+benefits+2.png Inside Customer Service blog - How customer experience promise audits can save customers - Make it stand out List of benefits for a hotel chain’s loyalty program. https://www.toistersolutions.com/blog/why-monitoring-systems-are-essential-to-great-customer-experience monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1625234555764-APY029KU23LIY2UP0GOL/PDX_airport.jpg Inside Customer Service blog - Why monitoring systems are essential to great customer experience - Make it stand out A MAX light rail train arriving at the Portland International Airport. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1625234661165-77YUAH3WYI5IODVPKDXH/PDX_airport_2.jpg Inside Customer Service blog - Why monitoring systems are essential to great customer experience - Make it stand out It’s an easy walk into the terminal from the MAX light rail stop at Portland International Airport. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1625235798392-UM8CB8HLQ7YD0QCOLZJT/Portland+street+car.jpg Inside Customer Service blog - Why monitoring systems are essential to great customer experience - Make it stand out A Portland Streetcar moves past Powell’s Books in downtown Portland. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1625236365360-CPT3L71DLHQ1HS322HXL/TriMet+trip+planner.png Inside Customer Service blog - Why monitoring systems are essential to great customer experience - Make it stand out TriMet’s online trip planning tool. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1625235566638-VYRJQWX8O4H9EGXXK0UU/Text_alart_PDX.PNG Inside Customer Service blog - Why monitoring systems are essential to great customer experience - Make it stand out Text alert from bus stop #782. There is a #20 bus 6 minutes away and another one 21 minutes away. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1625235266755-6Z7XJREEV5PZ0I852LZS/PDX_bus_stop.jpg Inside Customer Service blog - Why monitoring systems are essential to great customer experience - Make it stand out A display board at a TriMet bus stop shows the expected arrival times for buses. https://www.toistersolutions.com/blog/how-to-improve-customer-service-training-with-the-70-20-10-rule monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1624461642191-R562MJU8E54MLTR7YV72/team_training.jpg Inside Customer Service blog - How to improve customer service training with the 70-20-10 rule - Make it stand out A customer service leader facilitating a training discussion with the team. https://www.toistersolutions.com/blog/7-ways-leaders-can-model-great-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1623940781890-IUSFP2HDQ013JHIA0KDD/model_leader.jpg Inside Customer Service blog - 7 ways leaders can model great customer service - Make it stand out A leader is presenting to her team. https://www.toistersolutions.com/blog/texans-like-in-n-out-better-than-whataburger monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1622729347890-3TKR9C35LYY1HSU1Z9HN/whataburger_vs_in-n-out.png Inside Customer Service blog - The data doesn't lie: Texans like In-N-Out better than Whataburger - Make it stand out Picture of Whataburger and In-N-Out signs. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1622730012200-VHPC2O7UEQ8ATB776EBI/Yelp_rating.png Inside Customer Service blog - The data doesn't lie: Texans like In-N-Out better than Whataburger - Make it stand out Graph showing the average Yelp rating for In-N-Out locations in Texas (3.7) compared to the nearest Whataburger to each In-N-Out (2.4). https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1622730213467-GXCH3WZAYN26WSJTQL6W/Yelp_reviews.png Inside Customer Service blog - The data doesn't lie: Texans like In-N-Out better than Whataburger - Make it stand out Graphic showing the average number of Yelp reviews for the 40 In-N-Out locations in Texas (195) compared to the Whataburger closest to each In-N-Out (71 reviews). https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1622730530227-NBRBI40S7DUJ99OXU01N/rating_distribution.png Inside Customer Service blog - The data doesn't lie: Texans like In-N-Out better than Whataburger - Make it stand out Graphic showing the distribution of Yelp ratings at In-N-Out locations in Texas compared to the nearest Whataburger to each In-N-Out. All In-N-Outs had either a 3.5 or 4.0 Yelp rating, while the Whataburger Yelp ratings ranged from 1.5 to 3.0. https://www.toistersolutions.com/blog/what-is-the-difference-between-a-mission-vision-and-values monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1622037411076-C4J3W4FA4KQLUTNGGBNC/mission+vision+values.jpg Inside Customer Service blog - What is the difference between a mission, vision, and values? - Make it stand out Sign post with small signs for mission, vision, and values pointing in different directions. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1622037587490-LM81EMPXWHXP46ZSUUT1/Screen+Shot+2021-05-26+at+6.59.31+AM.png Inside Customer Service blog - What is the difference between a mission, vision, and values? - Make it stand out Clio mission statement: “We are committed to building cloud-based and client-centered technology that will transform the legal experience for all.” https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1622037674022-6LR3HV7X5DKJOYZ825A1/Screen+Shot+2021-05-26+at+7.01.02+AM.png Inside Customer Service blog - What is the difference between a mission, vision, and values? - Make it stand out Osprey mission statement: “We relentlessly innovate to ease your journey and inspire adventure.” https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1622037774361-R5YKZEKD0GRGDTQX1IQ9/Screen+Shot+2021-05-26+at+7.02.40+AM.png Inside Customer Service blog - What is the difference between a mission, vision, and values? - Make it stand out TriMet vision statement: “TriMet will be the leader in delivering safe, convenient, sustainable and integrated mobility options necessary for our region to be recognized as one of the world’s most livable places.” https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1622037905301-NG7TI6QKKLZI73J0A8Y7/Screen+Shot+2021-05-26+at+7.04.46+AM.png Inside Customer Service blog - What is the difference between a mission, vision, and values? - Make it stand out JetBlue company description. The company was founded to inspire humanity. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/8fc9f729-7439-4178-a3a8-a45f837ed43a/Target.png Inside Customer Service blog - What is the difference between a mission, vision, and values? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.toistersolutions.com/blog/how-a-simple-marketing-strategy-helps-buc-ees-dominate-the-competition monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621623955764-TLO3WJFOAJ6KGDZ4A8SP/Bucees_entrance.jpg Inside Customer Service blog - How a simple marketing strategy helps Buc-ee's dominate the competition - Make it stand out Jeff Toister standing outside the side entrance to the Buc-ee’s convenience store in New Braunfels, Texas. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621624116278-W8RP9PLWAGKOL6OQGEVF/262miles-1.jpg Inside Customer Service blog - How a simple marketing strategy helps Buc-ee's dominate the competition - Make it stand out Image courtesy of Lou Congelio, Acme Fish. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621624253022-K4B3SZ98HX0TPKYLO811/aim-1.jpg Inside Customer Service blog - How a simple marketing strategy helps Buc-ee's dominate the competition - Make it stand out Image courtesy of Lou Congelio, Acme Fish. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621624450767-TGNPR2G9JEHR2F9Q1LNU/Bucees.jpg Inside Customer Service blog - How a simple marketing strategy helps Buc-ee's dominate the competition - Make it stand out This billboard is a welcome sight to a traveler with an urgent need. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621624667721-ZW8RBPRY9V0M53FBHEUV/Bucees_arrival.jpg Inside Customer Service blog - How a simple marketing strategy helps Buc-ee's dominate the competition - Make it stand out The Buc-ee’s location in Luling, Texas. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621624942759-HB42PYLIXV1Q7FD26EZT/restroom_exterior.jpg Inside Customer Service blog - How a simple marketing strategy helps Buc-ee's dominate the competition - Make it stand out Entrance to the restrooms at Buc-ee’s. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621625022038-TAPSHQZQKS9F0HF0NVZG/restrooms.jpg Inside Customer Service blog - How a simple marketing strategy helps Buc-ee's dominate the competition Inside a Buc-ee’s restroom. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621625171691-WQDSLUHRKFYCBM13U41I/snack+section.jpg Inside Customer Service blog - How a simple marketing strategy helps Buc-ee's dominate the competition - Make it stand out The enormous snack section at Buc-ee’s. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621625264090-QUMYR79RNBQBD6S6XPZT/icee+machines.jpg Inside Customer Service blog - How a simple marketing strategy helps Buc-ee's dominate the competition - Make it stand out A row of four Icee machines at the Buc-ee’s in Luling, Texas. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621625319508-515HJTUL4EBEYXR5BPAA/bbq.jpg Inside Customer Service blog - How a simple marketing strategy helps Buc-ee's dominate the competition - Make it stand out The Buc-ee’s BBQ sandwich counter. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621625525006-IEEJLOCWXOZ25ZZDFBEV/apparel.jpg Inside Customer Service blog - How a simple marketing strategy helps Buc-ee's dominate the competition - Make it stand out The apparel section at Buc-ee’s in Bastrop, TX. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621625663769-AOAO4WBXQFMOT76LNLNT/dog_section.jpg Inside Customer Service blog - How a simple marketing strategy helps Buc-ee's dominate the competition - Make it stand out The dog section at the Buc-ee’s in New Braunfels, Texas. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621625722015-IBB91LJ7AX13JM0F9KSB/bucees+exterior.jpg Inside Customer Service blog - How a simple marketing strategy helps Buc-ee's dominate the competition - Make it stand out Outside the Buc-ee’s in Luling, Texas. https://www.toistersolutions.com/blog/lessons-from-the-overlook-the-importance-of-leverage monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1621520135782-V0IHRYXAJTNZZ4S99XMV/snow_melt.jpeg Inside Customer Service blog - Lessons from the Overlook: The importance of leverage - Make it stand out All this snow melted before we could get the light above the barn doors fixed. https://www.toistersolutions.com/blog/five-reasons-why-we-struggle-to-achieve-our-goals monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1619622070964-VDB3APANK5BI4SURPQJP/goal_setting.jpg Inside Customer Service blog - Five reasons why we struggle to achieve our goals Wooden blocks stacked in the shape of a square with a target symbol on the blocks. https://www.toistersolutions.com/blog/why-strict-procedures-are-the-key-to-a-great-customer-experience monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1620224614137-LLX438P4DPGNVTIFWD4U/call+center+laughing+agent.jpg Inside Customer Service blog - Why strict procedures are the key to a great customer experience A smiling contact center agent is talking to a customer on the phone. https://www.toistersolutions.com/blog/15-ways-to-handle-a-huge-surge-in-contact-volume monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1620828073106-VIRILXN69ENV5Z4K2TSQ/overwhelmed+contact+center.jpg Inside Customer Service blog - 15 ways to handle a huge surge in contact volume - Make it stand out A contact center leader is surrounded by hands holding out red phones. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1620828356855-GEIB4F0JZY4QT80UTFXA/queue_impact.png Inside Customer Service blog - 15 ways to handle a huge surge in contact volume - Make it stand out Graph showing the peak wait time decreased by 30 minutes after hiding the queue from agents. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1620828802358-PR7NF6DUQ6O2U2U84B5J/squarespace_status.png Inside Customer Service blog - 15 ways to handle a huge surge in contact volume - Make it stand out Screenshot of the Squarespace website status page. https://www.toistersolutions.com/blog/why-your-chatbot-is-talking-customers-out-of-doing-business-with-you monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1618325239250-BJQW2C52L9HWSX7CRKSR/chatbot.jpg Inside Customer Service blog - Why your chatbot is talking customers out of doing business with you A toy robot is watching a customer chat with customer service, symbolizing an incompetent chatbot. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1618325362241-LTUAFIP78QPTFNX4XJ5G/channel_preferences.png Inside Customer Service blog - Why your chatbot is talking customers out of doing business with you Graphic showing customers’ preferred channels for contacting customer service. Phone is the top choice at 33%. Chatbots are the last choice at 8%. https://www.toistersolutions.com/blog/elephants-delicatessen monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1619103242225-CSZML5FQ3IJADW1HSW3B/Cheyenne+Terbrueggen.png Inside Customer Service blog - How Elephants Delicatessen wins customers with a great brand promise Quote from Cheyenne Terbrueggen. “We have 250 employees, and I can tell you that they know our tagline.” https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1619102379934-IYYDXJHBEC34QMOTM69N/Screen+Shot+2021-04-21+at+7.31.40+AM.png Inside Customer Service blog - How Elephants Delicatessen wins customers with a great brand promise Screen shot of the Elephants Delicatessen home page. https://www.toistersolutions.com/blog/how-to-write-customer-service-procedures monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1618935123098-PNGVFQCZJTTLZ1MD7KIO/procedure.jpg Inside Customer Service blog - How to write customer service procedures your employees will love A hand is writing a procedure on a whiteboard. https://www.toistersolutions.com/blog/three-easy-ways-to-develop-empathy-super-powers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1617887780926-1SU7AH1FYRKLGIMNLZ2J/empathy_2.jpg Inside Customer Service blog - Three easy ways to develop empathy super powers An employee is feeling warm, caring emotions. https://www.toistersolutions.com/blog/the-surprising-reasons-why-you-should-not-try-to-wow-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1615564559811-SVNKSF0B27CLQYT6ZHWL/delighted+customer.jpg Inside Customer Service blog - The surprising reasons why you should not try to wow customers A customer is surprised and delighted. https://www.toistersolutions.com/blog/why-one-way-video-interviews-are-a-bad-way-to-hire monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1616165144094-C9ENDY6944D3MPPW7HAG/video+interview.jpg Inside Customer Service blog - Why one-way video interviews are a bad way to hire A woman at a computer looks at the camera and gives a thumbs down signal. https://www.toistersolutions.com/blog/how-to-fix-customer-experience-by-keeping-your-promises-1 monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1615217718666-RC59J4MUAU2MXTWCM2NC/pizza_slice.jpg Inside Customer Service blog - How to fix customer experience by keeping your promises A hand pulling a slice of pizza from a pizza pie. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1615218465156-HBEKAOXPT71AMXA0KVT1/GCE_cover_stacked.jpg Inside Customer Service blog - How to fix customer experience by keeping your promises - Read the rest of the story Book cover for The Guaranteed Customer Experience https://www.toistersolutions.com/blog/the-one-customer-insight-you-absolutely-must-know monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1614873075943-2NDC1S415R82MEAJWF1P/facilitator_training.jpg Inside Customer Service blog - The one customer insight you absolutely must know A trainer preparing to facilitate a discussion. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1614873763901-3L2KTXFYCV1RMMAW3Q8G/GCE_cover_3d.jpg Inside Customer Service blog - The one customer insight you absolutely must know - The Guaranteed Customer Experience Cover image for The Guaranteed Customer Experience https://www.toistersolutions.com/blog/contact-center-agent-satisfaction-remains-high-after-a-rough-year monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1614094585786-QMDIUGJJ58O8VLPU166X/call+center+agent+concentrating.jpg Inside Customer Service blog - Contact center agent satisfaction remains high after a rough year A smiling contact center agent assisting a customer on the phone. https://www.toistersolutions.com/blog/how-to-get-back-of-house-employees-to-be-customer-focused monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1612886138053-RBMAPY5MW5YKC5AZCYEQ/mission_trails_kwaay_paay.jpg Inside Customer Service blog - How to get back-of-house employees to be customer-focused View of downtown San Diego from Kwaay Paay peak in Mission Trails Regional Park. https://www.toistersolutions.com/blog/elysbta67neslwgpdc97ymzk2c2mpe monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1612453285782-XUCBQHJX5C8LHSCP18W3/baby.jpg Inside Customer Service blog - What to do when your client has an ugly baby This is an adorable baby. You try finding stock images of ugly babies. It’s not easy. https://www.toistersolutions.com/blog/how-to-rapidly-improve-your-service-culture monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1611759395406-OB1K7AF28UDQYDCR8JA7/team+facilitation.jpg Inside Customer Service blog - How to rapidly improve your service culture A business leader facilitates a team discussion in a conference room. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1611761083623-S9D7WBHWWWXRISAW8L22/desert_canyon.jpg Inside Customer Service blog - How to rapidly improve your service culture View of a remote desert canyon. https://www.toistersolutions.com/blog/how-to-get-other-departments-to-care-about-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1611159145418-PM3SPM459GGASQFQONUL/department+meeting.jpg Inside Customer Service blog - How to get other departments to care about customers A business leader discussing a topic with colleagues at a meeting. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1611160844309-LYW1565QCINL0BZGZUWT/GCE_cover_stacked.jpg Inside Customer Service blog - How to get other departments to care about customers - Win & Retain Customers Book cover of The Guaranteed Customer Experience https://www.toistersolutions.com/blog/beware-of-cheap-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1610554456446-XISRXKH3BAGYS3OIH47W/Overlook_living_room.jpeg Inside Customer Service blog - Lessons from The Overlook: Beware of cheap customers The living room at The Overlook. https://www.toistersolutions.com/blog/why-do-good-employees-sabotage-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1609428055922-SJNT44FM1KH44LG2HIBC/isolated+employee.jpg Inside Customer Service blog - Why do good employees sabotage customer service? A frustrated employee sits away from her coworkers. https://www.toistersolutions.com/blog/how-to-make-your-vision-focus-on-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1608239795596-8IIYF8VM93M0BRNTZ4TY/team+coming+together.jpg Inside Customer Service blog - How to make your vision focus on customers A group of colleagues putting their hands together to signal commitment and focus. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1608240116228-YTRFDSIETFZRT37L7SLB/service+culture+3d_LI.jpg Inside Customer Service blog - How to make your vision focus on customers - Get the book Cover image of The Service Culture Handbook https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1608240383123-7O2OXZ91Q4C5E5YFYCM3/CVRP.png Inside Customer Service blog - How to make your vision focus on customers Word cloud representing the output from an internal customer service vision survey. https://www.toistersolutions.com/blog/how-to-end-the-conflict-between-marketing-and-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1608736593637-7BZ04VTEJ5LA78XJL40X/frustrated+business+people.jpg Inside Customer Service blog - How to end the conflict between marketing and customer service A group of colleagues are arguing at a meeting. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1608739190261-6YGJQQFUEKJ4O3X1L2RG/GCE_cover_stacked.jpg Inside Customer Service blog - How to end the conflict between marketing and customer service - Learn More Cover image for The Guaranteed Customer Experience https://www.toistersolutions.com/blog/what-is-a-customer-service-exceptionalism monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1607702285273-TGI4UGXNYTKF5VXJGM0Z/exceptionalism.jpg Inside Customer Service blog - What is a customer service exceptionalism? A table and chairs are set out on a deck with a stunning view of the Pacific Ocean at the mouth of the Albion River. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1607702526442-ISGYIYB9GQO3XOYX169K/sunset_albion.jpg Inside Customer Service blog - What is a customer service exceptionalism? Sunset view at the Albion River Inn. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1607702618555-SCQ4JHB776KHO4NUWCSG/scotch_albion.jpeg Inside Customer Service blog - What is a customer service exceptionalism? View of the large Scotch selection at the Albion River Inn. https://www.toistersolutions.com/blog/whats-in-your-jar-of-awesome-for-2020 monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1607125868685-XLWDNDXXZ3CO42VQSXJJ/jar+of+awesome.jpg Inside Customer Service blog - What's in your Jar of Awesome for 2020? Glass jar filled with paper notes. https://www.toistersolutions.com/blog/did-you-set-your-out-of-office-message monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1606144534125-0ESR5Y9RTVD0T6IM3AHU/christmas+keyboard.jpg Inside Customer Service blog - How to set a good out-of-office message A closeup shot of a desk decorated with Christmas ornaments. https://www.toistersolutions.com/blog/who-should-write-your-customer-service-vision monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605713777487-F4RHQZF4XKM893XYSN0X/online+vision+meeting.jpg Inside Customer Service blog - Who should write your customer service vision? A group of business colleagues are meeting via a web conference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605713901093-O77IS1HXTJZ3G7SBH22P/service+culture+3d.jpeg Inside Customer Service blog - Who should write your customer service vision? - Get the book Cover image of The Service Culture Handbook https://www.toistersolutions.com/blog/how-to-improve-your-reputation-with-average-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605285412413-B5STQZAOF989EGKL1V3S/customer+experience+rating.jpg Inside Customer Service blog - How to improve your reputation with average customer service A customer completing a survey on an app. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605285493052-QM2HG5K3EMV909FOR3LK/20aug_national-q2.png Inside Customer Service blog - How to improve your reputation with average customer service Image source: The American Customer Satisfaction Index https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605285631601-ZS0OH8P149OTQHDQI42O/CCMC+study.png Inside Customer Service blog - How to improve your reputation with average customer service Image source: Customer Care Measurement and Consulting https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605285767427-TGB7ORGTC329JCPHOGBK/image-asset.jpeg Inside Customer Service blog - How to improve your reputation with average customer service Cover of report, “What type of service do customers receive most often?” https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605286845320-YTLL61PXJL9KYBZIG62M/Service+Report+Cover.jpg Inside Customer Service blog - How to improve your reputation with average customer service Cover image of the report, “What type of service do customers receive most often?” https://www.toistersolutions.com/blog/what-do-you-need-to-do-first-as-a-customer-service-leader monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1604588146735-NRZTZNGOJP9EBUA723LE/Jeremy+Watkin.png Inside Customer Service blog - What do you need to do first as a customer service leader Quote from Jeremy Watkin on listening to employees. “They’re talking to customers all day. They have their finger on the pulse of what’s going on.” https://www.toistersolutions.com/blog/how-to-get-customers-to-wear-masks monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605121830660-I7EC81UF4KS1VI82HABR/hair+salon.jpg Inside Customer Service blog - How to get customers to wear masks A stylist dries a client’s hair at a salon. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605122008830-BUQLQYC7XLR3CFQG8OVJ/no+mask.jpg Inside Customer Service blog - How to get customers to wear masks Two rental car employees sit behind a counter without wearing masks. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605122503641-V4W50OKFZXT1RBPITQLQ/covid_exposure.png Inside Customer Service blog - How to get customers to wear masks Chart showing where people are exposed to COVID-19 before testing positive in San Diego County. 30.9% are exposed at work. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605122631557-HSB26BUVV9JNZZNKH3E3/yellow+card.jpg Inside Customer Service blog - How to get customers to wear masks Yellow card given to Alaska Airlines passengers who refuse to wear a mask. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605122866746-ITR02JFMZZN4CDNZ0SCL/no+mask+passenger.jpg Inside Customer Service blog - How to get customers to wear masks A passenger who is not wearing a mask is about to board a flight. https://www.toistersolutions.com/blog/why-strong-cultures-have-diversity-and-representation-j-israel-greene-interview monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1603898643612-OOVK77PK3N6M1MEC3YD5/J.+Israel+Greene.png Inside Customer Service blog - Why strong cultures have diversity and representation | J. Israel Greene interview Quote from J. Israel Green. “Companies that are more diverse grow exponentially faster than companies that aren’t.” https://www.toistersolutions.com/blog/why-you-need-to-see-things-from-your-customers-perspective monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1603318293908-YSHML1N9SMEJPKACU7BG/perplexed+customer.jpg Inside Customer Service blog - Why you need to see things from your customer's perspective A bewildered customer is peering into an empty box. https://www.toistersolutions.com/blog/what-skills-do-you-need-to-be-a-customer-service-trainer monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1602686623898-04QQ9QYY11YCSWA6YLO2/contact+center+training.jpg Inside Customer Service blog - What skills do you need to be a customer service trainer? A customer service trainer is instructing a new employee. https://www.toistersolutions.com/blog/write-a-customer-service-plan monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1602257534322-OTGKT37I498FIES9RBC3/problem+solvers.jpg Inside Customer Service blog - The one tool you need to write a customer service plan A group of customer service professionals writing a business plan. https://www.toistersolutions.com/blog/how-to-create-the-ideal-first-day-for-new-employees monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1601675193521-0ASLYVOSFPY421WADUUU/video_conference_2.jpg Inside Customer Service blog - How to create the ideal first day for new employees A new employee attends a company orientation remotely. https://www.toistersolutions.com/blog/why-you-should-thank-customers-after-a-delay monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1601399519156-6XA8FJZ8OZYGPP9N4474/Thankful+cs+rep.jpg Inside Customer Service blog - Why you should thank customers after a delay A customer service employee is expressing gratitude. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1601399734514-YCDSWZWQIMI2GO8434Z4/graph_1_survey_percentages.png Inside Customer Service blog - Why you should thank customers after a delay Graph showing the percentage of people completing the restaurant survey. 82.5% of people who were thanked, 30.2% who received an apology, and 12.5% who received neither completed the restaurant survey. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1601399880066-AE0OSC6JAJXA1HPSHKBK/compensation_satisfaction_graph.png Inside Customer Service blog - Why you should thank customers after a delay Graph showing students’ satisfaction with the compensation they received for participating in a study after an initial delay. Satisfaction was higher among students who were thanked versus those who received an apology. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1601399989890-NSDDCDD4ELTDIOLM7KZK/lab_satisfaction_graph.png Inside Customer Service blog - Why you should thank customers after a delay Graph showing students’ satisfaction with a lab where they participated in an experiment after learning the gift they would receive for their participation was inferior than what was initially promised. Students who were thanked for their understanding were more satisfied than students who received an apology or no acknowledgement at all. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1601400139521-FQ244EWTFWPHZVQNHY2Y/survey_access_graph.png Inside Customer Service blog - Why you should thank customers after a delay Percentage of students accessing a survey after initially being given the wrong survey. 75.5% of students who were thanked accessed the survey versus 57.7% who received an apology. https://www.toistersolutions.com/blog/conduct-business-reviews monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1600781311240-LEQD6GYE8OQNO2KMAUHI/welcome_mat.jpg Inside Customer Service blog - Lessons from The Overlook: Conduct business reviews The front door to The Overlook is open with a Welcome mat in front of the door. https://www.toistersolutions.com/blog/when-customer-service-training-is-the-lazy-way-out monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1597851179815-WL6BT6F89BMCMXC2ZSW5/training+class+fun.jpg Inside Customer Service blog - When customer service training is the lazy way out A group of employees are participating in a training class. https://www.toistersolutions.com/blog/how-to-get-inside-your-customers-brain monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1600098163346-KONQ0QIOLQU3LVYNQM0K/Chip+Bell.png Inside Customer Service blog - Chip Bell: How to get inside your customer's brain Picture of author, Chip Bell, with a quote on customer co-creation. “We’re creating with the customer. Not just on behalf of the customer.” https://www.toistersolutions.com/blog/companies-routinely-ignore-customer-emails monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1598637692455-SM6VA1XASPM4ANVO9XS0/upset+emailer.jpg Inside Customer Service blog - Report: Companies routinely ignore customer emails A frustrated customer tries to contact a company for service. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1598637804455-7G0LUEFKVDEL132OTYD3/costco.png Inside Customer Service blog - Report: Companies routinely ignore customer emails Screenshot from the Costco website explaining that the company does not offer email support. https://www.toistersolutions.com/blog/how-to-show-your-smile-while-wearing-a-mask monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1598884424707-VHGY6CZ6Z9GS7UJTXSY1/smile_mask.jpg Inside Customer Service blog - How to show your smile while wearing a mask An employee is smiling while wearing a mask and holding a sign that says “open.” https://www.toistersolutions.com/blog/how-to-increase-sales-and-productivity-with-stable-shifts monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1596490226439-WD99S78U4J2LYN4J8CCH/baristas.jpg Inside Customer Service blog - How to increase sales and productivity with stable shifts Two baristas working in a coffee shop. https://www.toistersolutions.com/blog/why-customers-should-get-the-benefit-of-the-doubt monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1596552982372-KZ9R9IO0IJD2ZFPM2RQ8/Erica+Mancuso.png Inside Customer Service blog - Erica Mancuso: Why customers should get the benefit of the doubt Erica Mancuso quote: “Customers are not trying to wreck your day. They just want their issue resolved.” https://www.toistersolutions.com/blog/how-to-adjust-to-new-customer-expectations monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1597157000262-6REIYQ7VZW1914O5PAIK/supermarket+cashier.jpg Inside Customer Service blog - How to adjust to new customer expectations A masked cashier is ringing up customer purchases. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1597157042660-LIFW0NWKUP6HANS5BABR/expectations.png Inside Customer Service blog - How to adjust to new customer expectations Graph showing 81 percent of customers have shifted their expectations for service during the pandemic. https://www.toistersolutions.com/blog/why-quizzes-are-a-poor-way-to-measure-training monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1596121391238-9HHLF2AZ95R1VWB81RQ8/Alexander+Salas.png Inside Customer Service blog - Alexander Salas: Why quizzes are a poor way to measure training Alexander Salas, Chief of Awesomeness at eLearning Launch. https://www.toistersolutions.com/blog/how-to-improve-your-call-control-skills monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1594824959800-PVL33SPP2TBZ7V1CNBFB/image-asset.png Inside Customer Service blog - Myra Golden: How to Improve Your Call Control Skills Myra Golden’s definition of call control. https://www.toistersolutions.com/blog/what-you-need-to-know-about-internal-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1594651056580-Z9OOAQV02AI9AQBZ6MOP/internal+customers.jpg Inside Customer Service blog - What you need to know about internal customer service A business person is updating colleagues on a project. https://www.toistersolutions.com/blog/lessons-from-the-overlook-see-the-big-picture monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1593011688870-P6W0T28PNPU43TQQMEIC/ecobee.jpg Inside Customer Service blog - Lessons From The Overlook: See the Big Picture Ecobee thermostat running at The Overlook. https://www.toistersolutions.com/blog/an-easy-way-to-evaluate-your-training monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1592575610448-RAGMM01DU79L8C3JJBTU/call+center+trainer.jpg Inside Customer Service blog - An Easy Way to Evaluate Your Training A trainer guiding contact center agents through an exercise in a training class. https://www.toistersolutions.com/blog/what-is-the-difference-between-rewards-and-recognition monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1591808013089-A3FFEQTJMV4ASE1RM1XR/recognition.jpg Inside Customer Service blog - What is the Difference Between Rewards and Recognition? An employee being applauded by coworkers. https://www.toistersolutions.com/blog/how-to-write-your-vision-in-a-virtual-meeting monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1591370716396-G0G2YSOXV0ZAVUXYQA4W/video+conference.jpg Inside Customer Service blog - How to Write Your Vision in a Virtual Meeting A group of coworkers participate in a video conference. https://www.toistersolutions.com/blog/why-you-need-to-identify-your-primary-customer monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1590599187017-T3XR6XGMRSXWN2CH23C0/wooden+blocks.jpg Inside Customer Service blog - Why you need to identify your primary customer A person uses a magnifying glass to examine wooden blocks cut out to look like people. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1590599478172-NCOO85KG6DF9CMTIBLTI/parking+customers.png Inside Customer Service blog - Why you need to identify your primary customer A table listing various parking company customers https://www.toistersolutions.com/blog/two-insights-that-will-improve-first-contact-resolution monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1583334901125-J989N1353ZMYPR4LDWIO/call+center+laughing+agent.jpg Inside Customer Service blog - Two insights that will improve first contact resolution A smiling contact center agent on the phone with a customer. https://www.toistersolutions.com/blog/all-you-need-to-know-about-training-remote-employees monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1589292192752-OD37U7BP6JPRQHC4Y55H/traininganddevelopment.jpg Inside Customer Service blog - All You Need to Know About Training Remote Employees An employee logs into a remote training class. https://www.toistersolutions.com/blog/is-there-a-huge-miss-in-your-reopening-plan monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1589900925205-RRHJAKOP7SHYGOYBXF4D/open_for_business.jpg Inside Customer Service blog - Is There a Huge Miss in Your Reopening Plan? An open sign hanging outside a business. https://www.toistersolutions.com/blog/how-to-be-a-hero-to-your-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1587995244159-PNUIOMHQFJV3GOQHSZ8Y/Adam+Toporek.png Inside Customer Service blog - How to be a hero to your customers Adam Toporek, customer service expert, with quote “A hero is someone who is there when you need them.” https://www.toistersolutions.com/blog/lessons-from-the-overlook-play-the-long-game monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586444679481-MP3G7JJ93LTADHFNN0O3/overlook_living_room.jpeg Inside Customer Service blog - Lessons from The Overlook: Play the Long Game The living room at The Overlook cabin. https://www.toistersolutions.com/blog/four-ways-to-create-an-effortless-customer-service-experience monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1587565859075-1D6FYET0VL3U1RYTHAS9/Matt+Dixon.png Inside Customer Service blog - Four ways to create an effortless customer service experience Picture of bestselling author, Matt Dixon. The quote attached is “There’s a lot of good that companies can do by simply delivering the basics.” https://www.toistersolutions.com/blog/three-ways-to-effortlessly-cut-average-handle-time monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1582298674182-98ERBOA279DNFM3KXS7Z/call+center+smiling.jpg Inside Customer Service blog - Three Ways to Effortlessly Cut Average Handle Time A smiling contact center agent helping a customer. https://www.toistersolutions.com/blog/how-to-create-an-amazing-customer-experience monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1585838263607-38KNADB2GRAZX2JBNEO6/Shep+Hyken.png Inside Customer Service blog - How to Create an Amazing Customer Experience Quote from bestselling author, Shep Hyken. “Amazement is above average, but it’s above average all of the time.” https://www.toistersolutions.com/blog/2020/4/15/why-you-need-to-provide-more-proactive-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586960827643-1MLJGYAGN7131NFGSIQZ/proactive.jpeg Inside Customer Service blog - Why you need to provide more proactive customer service A hiker setting out on a long trail in the desert. https://www.toistersolutions.com/blog/how-do-you-get-your-employees-to-take-ownership monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1585148425263-G2Y4VU2UFHK6345BDU4S/Randi+Busse.png Inside Customer Service blog - How do you get your employees to take ownership? Randi Busse, speaker, trainer, and author. https://www.toistersolutions.com/blog/how-quickly-should-you-respond-to-email monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586185901787-5B85SRUVKBREY7F6XAPU/customer+emailing.jpg Inside Customer Service blog - How quickly should you respond to email? A customer emailing a company for customer service. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586186288943-5R2S4FY2R0VSOKEZIIE4/superoffice-logo.jpg Inside Customer Service blog - How quickly should you respond to email? SuperOffice logo. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586187309615-X0DCG49VRQK9UIKMQNLP/15_minute_response.png Inside Customer Service blog - How quickly should you respond to email? US customers who expect a response to an email within 15 minutes. In 2015, 14.9%. In 2018, 13.6%. In 2020, 11.3%. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586187612463-1AJVJCJL314QA5CCDODP/15_minutes_by_country.png Inside Customer Service blog - How quickly should you respond to email? Chart showing where people expect a response to an email in one hour or less. United States is 27.7%. United Kingdom is 33.4%. Canada is 38.3%. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586187942909-M2WT3LSAE4QQ1OG6MB1V/image-asset.png Inside Customer Service blog - How quickly should you respond to email? A chart showing US consumer email response time expectations by region. 29.9% of customers in the West want a response in one hour or less. That number is 27.8% in the South, 29.6% in the Midwest, and 33% in the Northeast. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586188631825-637XA7C43YJUIHQUH3PI/age_group.png Inside Customer Service blog - How quickly should you respond to email? Customers by age group who want a response in one hour or less. 32.9% of people ages 18-24. 28.7% of people ages 25-34. 29.2% of people ages 35-44. 34.5% of people ages 45-54. 36.3% of people ages 55-64. 36% of people aged 65+. https://www.toistersolutions.com/blog/the-simple-habit-that-will-keep-you-customer-focused monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1583339130351-ZCC6IH55GDOU7IRY8ERQ/team+huddle.jpg Inside Customer Service blog - The Simple Habit That Will Keep You Customer Focused A group of employees gather for a brief team meeting. https://www.toistersolutions.com/blog/how-to-be-helpful-right-now monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1585062907910-M7G65L1LUQX7XVHW8SVP/Purple+Disease+Prevention+Instagram+Post.png Inside Customer Service blog - How to be helpful right now Helpful graphic courtesy of Canva https://www.toistersolutions.com/blog/how-to-support-customers-during-the-epidemic monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1584543340086-PGLT2KOE9YXUNARJV4SE/call+center+agent+-+mistrust.jpg Inside Customer Service blog - How to support customers during the epidemic A wary and uncertain customer service agent. https://www.toistersolutions.com/blog/how-to-go-virtual-when-your-live-event-gets-cancelled monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1583776002638-31B4VDHW6T59RYGXWBYB/webinarimage.jpg Inside Customer Service blog - How to go virtual when your live event gets cancelled An employee attending a webinar via their laptop computer. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1583776198147-LR19RGW27XYFO79TMFLK/webinar_screenshot.png Inside Customer Service blog - How to go virtual when your live event gets cancelled Screenshot of a webinar with a video box in the upper right corner. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1583776410670-VZNS7EKR2IRB1F5DT1XW/nine+dot+puzzle.png Inside Customer Service blog - How to go virtual when your live event gets cancelled Screenshot of a puzzle shared during a webinar. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1583776534639-68XQDTU7LIRXHAS0UWQ5/activity+slide.png Inside Customer Service blog - How to go virtual when your live event gets cancelled Screenshot from a webinar that asks the question, “What is something you should never say to a customer?” https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1583776678112-GNCVHAQZC7ID7W7G9Q4T/recap+slide.png Inside Customer Service blog - How to go virtual when your live event gets cancelled Screenshot from a webinar. Slide is recapping main concepts from the session. https://www.toistersolutions.com/blog/jeanne-bliss-how-to-get-your-ceo-to-care-about-customer-experience monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1582551988715-QFCQ77P118CR79225CPB/jeanne-bliss-customerbliss2.jpg Inside Customer Service blog - Jeanne Bliss: How to Get Your CEO to Care About Customer Experience CX Pioneer and bestselling author, Jeanne Bliss. (Photo courtesy of Customer Bliss.) https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/06809c6f-aeed-45c2-b068-4bafa45f4a92/GCE_cover_stacked.jpg Inside Customer Service blog - Jeanne Bliss: How to Get Your CEO to Care About Customer Experience - Win & retain more customers https://www.toistersolutions.com/blog/why-you-need-to-follow-the-service-culture-recipe monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1582128608583-4LVC0WABRIAGZ11B4DA9/Sarah_baking.jpeg Inside Customer Service blog - Why you need to follow the service culture recipe Sarah Levine baking a pirate ship birthday cake. https://www.toistersolutions.com/blog/why-im-finally-releasing-the-service-culture-handbook-on-audible monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1582304709057-Z8K1E2NWHMCXU9WDWTUH/ServiceCulture_Audio_Cover.jpg Inside Customer Service blog - Why I'm Finally Releasing The Service Culture Handbook on Audible The Service Culture Handbook audiobook cover https://www.toistersolutions.com/blog/seven-ways-to-optimize-your-existing-service-channels monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1581698621851-P2YUX9KBYZLQZIDB10JF/contact_us.jpg Inside Customer Service blog - Seven Ways to Optimize Your Existing Service Channels A customer on a smartphone choosing which channel to use to contact a company. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1581698850184-BW7WKWH79HZPVMHWMBPJ/forecasts%2Bby%2Bchannel.png Inside Customer Service blog - Seven Ways to Optimize Your Existing Service Channels Chart showing which service channels are forecast. https://www.toistersolutions.com/blog/quickly-solve-service-problems-with-five-whys monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1581351696765-ZDRXR83RYCBCXQQG81HT/contact+center+confused.jpg Inside Customer Service blog - Quickly Solve Service Problems with Five Whys A confused contact center agent tries to solve a problem. https://www.toistersolutions.com/blog/why-you-need-a-customer-experience-vision monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1581093031735-XJ2N3AJYZM8UF7GLNRT7/customer+experience.jpg Inside Customer Service blog - Why You Need a Customer Experience Vision A person using a marker to connect various business concepts to customer experience. https://www.toistersolutions.com/blog/how-to-improve-new-hire-training monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1580920606402-W7WYPU86H6RTJG8S3ZR5/JD+Dillon+Axonify.png Inside Customer Service blog - How to Improve New Hire Training JD Dillon, Chief Learning Office (CLO) and Axonify https://www.toistersolutions.com/blog/five-ways-to-deliver-a-better-experience-on-the-phone monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1580486803252-1TOL40IBFKYTYLM9EWE1/call+center+9.jpg Inside Customer Service blog - Five Ways to Deliver a Better Experience on the Phone A smiling contact center agent talks to a customer on the phone. https://www.toistersolutions.com/blog/2020/1/27/does-your-company-need-a-chief-experience-officer monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1580139030566-1ZJZ0EKCQ46PXMGQQO3U/CXO.jpg Inside Customer Service blog - Does Your Company Need a Chief Experience Officer? The words “CX” and “Customer Experience” surrounded by illustrations of business people. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1580139137566-W52KYYFM187V72BYJSXA/Orgs+with+CXOs.png Inside Customer Service blog - Does Your Company Need a Chief Experience Officer? A list of organizations profiled in The Service Culture Handbook. https://www.toistersolutions.com/blog/how-to-grow-your-service-culture-with-team-champions monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1579792743151-X28WWXASAZT9KAMNAYOX/Sean+McCallum+GreatAmerica.png Inside Customer Service blog - How to Grow Your Service Culture with Team Champions Sean McCallum, Culture Team Champion at GreatAmerica https://www.toistersolutions.com/blog/why-phone-skills-are-in-high-demand monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1579627938349-GBJTPEPOD2JOISVQB5B0/contact+center+agent_open+office.jpg Inside Customer Service blog - Why Phone Skills Are in High Demand A confident contact center agent facing the camera. https://www.toistersolutions.com/blog/improve-customer-focus-with-whole-company-support monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1579279352826-27S1D6KBIHZHJRV2CWQN/Thompson_Ernst_2017_044+copy+2.jpg Inside Customer Service blog - Improve Customer Focus with Whole Company Support Kristi Thompson, Culture Specialist at Help Scout. https://www.toistersolutions.com/blog/lesson-from-the-overlook-invest-in-your-product monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1579275527838-BQTWMD3LA1VXNRZOIS0W/Overlook_master_conversion.jpg Inside Customer Service blog - Lesson from The Overlook: Invest in Your Product Before and after pictures of the master bedroom at The Overlook. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1579277333071-GWYD47EBL5E4V5Z23G3M/overlook_old.jpg Inside Customer Service blog - Lesson from The Overlook: Invest in Your Product A picture of the great room at The Overlook before re-doing the furniture. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1579277499615-3KIP1BCN21N86GN9IJ9Z/Overlook_new.jpg Inside Customer Service blog - Lesson from The Overlook: Invest in Your Product Newly updated furniture in the great room at The Overlook. https://www.toistersolutions.com/blog/why-a-slight-delay-can-prevent-service-failures monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1578498775857-6D76210PG1FMOFSIO84B/pause.jpg Inside Customer Service blog - Why a Slight Delay Can Prevent Service Failures A giant sticky note on a computer keyboard with the word “pause” written on it. https://www.toistersolutions.com/blog/new-hires-lack-customer-service-training monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1578065401014-VRUT5C2BWXI6ISQN2ZM3/coffeeshoptraining.jpg Inside Customer Service blog - Report: New Hires Lack Customer Service Training A coffee shop employee training a new hire. https://www.toistersolutions.com/blog/should-you-share-your-customer-service-vision-with-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1577726768997-GGB1VCN4TPGQWWO2YBLO/vision_meeting_wide.jpg Inside Customer Service blog - Should you share your customer service vision with customers? Leader facilitating a meeting to discuss the customer service vision. https://www.toistersolutions.com/blog/five-mistakes-companies-make-with-corporate-values monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1576795257238-MA2DI1VXDXTIMGS2GWOF/values.jpg Inside Customer Service blog - Five Mistakes Companies Make with Corporate Values Blocks depicting boilerplate corporate values. https://www.toistersolutions.com/blog/2019/12/16/how-to-improve-customer-experience-by-reducing-friction monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1576508731778-STNQ9PE3TORS2OPP95X4/road+closed+sign.jpg Inside Customer Service blog - How to Improve Customer Experience by Reducing Friction Road closed sign blocking a street. https://www.toistersolutions.com/blog/how-to-balance-service-and-cost-in-the-contact-center monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1575907114934-1RJ97NLSR72KUZ57NQFK/BradCleveland.JPG Inside Customer Service blog - How to Balance Service and Cost in the Contact Center Brad Cleveland, Author of Contact Center Management on Fast Forward https://www.toistersolutions.com/blog/why-you-need-more-breaks-during-the-holidays monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1575663083410-19GSPPMAAXUG5AP942TT/exhausted.jpg Inside Customer Service blog - Why You Need More Breaks During the Holidays Exhausted customer service employees struggle to concentrate. https://www.toistersolutions.com/blog/how-to-reinforce-your-service-culture-with-rituals monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1574780535690-Y29IH5MQOQN9BH1RSARJ/Hamm-4472+crop.jpg Inside Customer Service blog - How to Reinforce Your Service Culture With Rituals - Kyle Hamm Vice President of Customer Transformation at Schneider Electric North America https://www.toistersolutions.com/blog/take-the-thank-you-letter-challenge-thanksgiving-edition monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1574100880528-KQ3F9IGKKUT47XBJIOYL/thankyouletter.jpg Inside Customer Service blog - Take the Thank You Letter Challenge, Thanksgiving Edition Image of a person writing a thank you card. https://www.toistersolutions.com/blog/what-questions-should-you-ask-on-a-customer-survey monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1573744635908-P4ENIE17UEELZJ5KW7Q2/customers_taking_survey_wide.jpg Inside Customer Service blog - What questions should you ask on a customer survey? A group of customers taking a survey. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1573744757930-LOBAFYSG62LK9UG0UTHO/Suunto.png Inside Customer Service blog - What questions should you ask on a customer survey? Net Promoter Survey https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1573744973096-QK4HP8PS7L0VULAF6J3F/ecobee_1.jpg Inside Customer Service blog - What questions should you ask on a customer survey? Ecobee NPS survey. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1573745072058-MS4TXZETP8VVQQYUQOQ2/feedback1.jpg Inside Customer Service blog - What questions should you ask on a customer survey? Feedback box on an NPS survey. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1573745230325-63B1FB5YMDWNXVIB55VG/surveyquestions3.jpg Inside Customer Service blog - What questions should you ask on a customer survey? Three question survey. https://www.toistersolutions.com/blog/how-surveys-can-make-service-failures-worse monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1572015384819-58QZ9G7MGXCEHJHF6CAS/survey_negative.jpg Inside Customer Service blog - How Surveys Can Make Service Failures Worse A customer giving a poor rating on a survey. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1572015550154-YHGD8L35P0NYVCBQZZWO/dealer_text.PNG Inside Customer Service blog - How Surveys Can Make Service Failures Worse Text message sent from service advisor at car dealership. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1572015845742-AT0Z67O0KDLV8U1NMWQ2/dealer_text_2.PNG Inside Customer Service blog - How Surveys Can Make Service Failures Worse Text conversation with service advisor at car dealership. https://www.toistersolutions.com/blog/how-the-best-retailers-rely-on-smart-employees monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571862735340-IU1EG5A8NP7N9KZFZW9D/Amazon+Books.jpg Inside Customer Service blog - How the Best Retailers Rely on Smart Employees The original Amazon Books store in Seattle. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571862958919-2I2D06D1EL5Q0U05ILL2/Bonobos+Guideshop.jpg Inside Customer Service blog - How the Best Retailers Rely on Smart Employees Storefront of a Bonobos Guideshop. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571863122699-CZP1LSGFB423X1JW4WHY/REI+entrance.jpg Inside Customer Service blog - How the Best Retailers Rely on Smart Employees The front entrance to the REI flagship store in Seattle. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571863263313-ZJY5YASPCCNMKQ8JI8HE/Ernie+camper.jpg Inside Customer Service blog - How the Best Retailers Rely on Smart Employees Ernie the camper at the REI flagship store. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571863339880-PEFC50VRMS28DF7C2O4Q/REI+fireplace.jpg Inside Customer Service blog - How the Best Retailers Rely on Smart Employees Fireplace inside the REI flagship store. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571863439612-RSL3ZQML6MA1YQB1TBB6/REI+upstairs+fireplace.jpg Inside Customer Service blog - How the Best Retailers Rely on Smart Employees Upstairs fireplace at the REI flagship store in Seattle. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571863531776-BS6B7XPRRRI1G5V4O00Q/REI+fire+pit.jpg Inside Customer Service blog - How the Best Retailers Rely on Smart Employees Fire pit outside the REI flagship store in Seattle. https://www.toistersolutions.com/blog/is-automation-good-or-bad-for-customer-experience monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571859804860-GOCSPP3NN3409A6D0PQC/robot+customer+service.jpg Inside Customer Service blog - Is Automation Good or Bad for Customer Experience? A robot delivering a package to a customer. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571859694428-UOK3ECXZ543VNE8RNFA7/passenger+assistance.jpg Inside Customer Service blog - Is Automation Good or Bad for Customer Experience? A light rail employee helping a passenger pay for their fare. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571859907445-87GW03RDE5UXMP4AY0DI/parking+kiosk.jpg Inside Customer Service blog - Is Automation Good or Bad for Customer Experience? A self-service kiosk in a parking garage. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571860142925-DP8S56K6LBT3R6RSSVLZ/mobile+room+key.png Inside Customer Service blog - Is Automation Good or Bad for Customer Experience? Screenshot of mobile room key on Marriott Bonvoy app. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571860247097-ZOXLS27670IJ0N1YWHF1/elevator+security.jpg Inside Customer Service blog - Is Automation Good or Bad for Customer Experience? Elevator activated by guest key card. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571860565078-DU5NYWL1RE68TJM9BUYL/Starbucks+app.png Inside Customer Service blog - Is Automation Good or Bad for Customer Experience? Screenshot of the Starbucks app. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571860766642-YCJDL423JZ6NCQF9ZAY2/Amazon+Go+tutorial.png Inside Customer Service blog - Is Automation Good or Bad for Customer Experience? Screenshot of Amazon Go tutorial. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571860908420-44KHOW7V12TPTE1YDXQA/Amazon+Go+tutorial+2.png Inside Customer Service blog - Is Automation Good or Bad for Customer Experience? Screenshot of final Amazon Go tutorial screen. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571861155725-ME7SGBYD3FVSV3HBP998/Lyft+app.png Inside Customer Service blog - Is Automation Good or Bad for Customer Experience? Screenshot of the Lyft app. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571861566927-5ES4QOX2YKEGOAEWWGLN/Pike+Place+Fish+Co.jpg Inside Customer Service blog - Is Automation Good or Bad for Customer Experience? Employees engaging customers at the Pike Place Fish Co. https://www.toistersolutions.com/blog/how-to-deal-with-difficult-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571323582923-P4L6FKZVKL7TRCBS98ND/difficult+customers.jpg Inside Customer Service blog - How to Deal with Difficult Customers A frustrated and tired server trying to help multiple difficult customers. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1571323945720-SEICXP9WZJTUGSA2550T/image-asset.png Inside Customer Service blog - How to Deal with Difficult Customers Sample thank you letter https://www.toistersolutions.com/blog/improve-self-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1570806614231-3EI5MXL7OFYK0FM5HXXN/self+check-in.jpg Inside Customer Service blog - The Unexpected Way to Improve Self-Service A passenger using a self check-in kiosk at an airport. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1570807032848-YCO7YRT1RRUMXS3EAKAS/investment+choice+satisfaction.png Inside Customer Service blog - The Unexpected Way to Improve Self-Service Chart showing the results of a study of the effects human contact has on consumer anxiety. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1570808498221-VPN1BZ6PKJ2LFJIMDCZW/Loan+Acceptance+Rate.png Inside Customer Service blog - The Unexpected Way to Improve Self-Service Credit union loan acceptance rate by type of update members received. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1570808592887-CU11PDNNEWFKY6OFS7XA/gusto.png Inside Customer Service blog - The Unexpected Way to Improve Self-Service Gusto help center page with obvious contact information in the top right corner. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1570808773573-1ZT6CICBRY6SVZ5T9T5M/vivino.jpeg Inside Customer Service blog - The Unexpected Way to Improve Self-Service Screen shot of help page in Vivino app. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1570809168447-67CV1T0RTFV55HX9V27S/self+checkout.jpg Inside Customer Service blog - The Unexpected Way to Improve Self-Service An Ikea employee stands ready to help customers in the self-checkout line. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1570809270791-B1OOJPV54SUWAN8U00XC/customer+service+tip+of+the+week.png Inside Customer Service blog - The Unexpected Way to Improve Self-Service Screenshot of Customer Service Tip of the Week email. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1570809741221-L9SI00J5DPNG1B8Y3ITZ/Amanda+Cross+T-Mobile+card.png Inside Customer Service blog - The Unexpected Way to Improve Self-Service T-Mobile Twitter support rep card for Amanda Cross. https://www.toistersolutions.com/blog/lessons-from-the-overlook-be-flexible monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1570111972774-QQK7F7G9LRZ27HOC9SQT/town+real+idyllwild+-2740-2.jpg Inside Customer Service blog - Lessons From The Overlook: Be Flexible The Overlook vacation rental cabin https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1570112121444-YI3XMRBU7A8S8BLQQ2ZO/overlook%2Bfire%2Bdamage.jpg Inside Customer Service blog - Lessons From The Overlook: Be Flexible Photo credit: Idyllwild Vacation Cabins https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1570112908618-EHU1ALGMKXSREQX62TZH/sunset+view.jpg Inside Customer Service blog - Lessons From The Overlook: Be Flexible Sunset view from The Overlook https://www.toistersolutions.com/blog/when-micromanagement-is-the-right-way-to-lead monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1569334442216-6SRB3EVOQRBV6I0WDUTL/mentor.jpg Inside Customer Service blog - When micromanagement is the right way to lead A senior leader mentoring an employee. https://www.toistersolutions.com/blog/how-to-discover-and-use-customer-preferences monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1568993355692-40YEA8PGJV8R3UCWT9FP/choices.jpg Inside Customer Service blog - How to Discover and Use Customer Preferences A customer is searching for their favorite paint color. https://www.toistersolutions.com/blog/interview-with-annette-franz-why-journey-mapping-is-the-backbone-of-customer-experience-management monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1568384395426-58U8EKQM1SGT2UE8CLSJ/image-asset.png Inside Customer Service blog - Interview with Annette Franz: Why Journey Mapping is the Backbone of Customer Experience Management Annette Franz, Author of Customer Understanding https://www.toistersolutions.com/blog/free-customer-service-training monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1568247637164-8ZQX0GOGDO34XUU5UYVG/customer+service+training.jpg Inside Customer Service blog - 7 Free Customer Service Training Ideas That Really Work A customer service leader facilitating a training class. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1568247946059-CYIFNZTHCOFQ3K48QI7K/HappyFresh%2BCustomer%2BService%2BVision%281%29.png Inside Customer Service blog - 7 Free Customer Service Training Ideas That Really Work The HappyFresh customer service vision. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1568248129328-DMWRGX3S1VH1WZ171QBC/CSTotW-socialgraphicsTW.jpg Inside Customer Service blog - 7 Free Customer Service Training Ideas That Really Work Customer Service Tip of the Week logo. https://www.toistersolutions.com/blog/2019/9/4/how-to-improve-customer-service-with-process-mapping monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1567607857125-D2JXEYOOG6R7Y18T017X/Elisabeth-Swan_v2_GoLeanSixSigma.com.JPG Inside Customer Service blog - How to Improve Customer Service with Process Mapping Elisabeth Swan, Managing Partner of GoLeanSixSigma.com https://www.toistersolutions.com/blog/how-to-be-an-authentic-customer-service-leader monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1567606235242-UMMUHZ79VQ93H78EH2GD/leadership+meeting.jpg Inside Customer Service blog - How to Be an Authentic Customer Service Leader Customer service leader facilitating a team meeting. https://www.toistersolutions.com/blog/how-to-improve-performance-by-focusing-on-what-is-working monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1566916859828-MGON1X2U674748YYOQRO/max+yoder.jpg Inside Customer Service blog - How to Improve Performance by Focusing on What is Working Max Yoder, Co-Founder & CEO of Lessonly https://www.toistersolutions.com/blog/job-seekers-think-culture-is-more-important-that-money monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1566831239836-IEZQCAW1RM8RNPK2K33W/culturetable.jpg Inside Customer Service blog - 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Notebook with the words “employee engagement” written on the front. https://www.toistersolutions.com/blog/four-ways-companies-make-customer-service-too-difficult monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1566310251315-391EOEFR5QFZDRC5WKLR/sisyphus.jpg Inside Customer Service blog - Four Ways Companies Make Customer Service Too Difficult An employee struggling to push a boulder up a hill. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1566310430898-FVEHGU084EGKFEHPI9WF/Screen+Shot+2019-08-19+at+8.09.29+AM.png Inside Customer Service blog - Four Ways Companies Make Customer Service Too Difficult Screenshot of #OnHoldWith website. https://www.toistersolutions.com/blog/what-are-the-best-support-channels-for-serving-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565976808363-KQ8BRQ9FNQQGQ5BORMKK/service+channels.jpg Inside Customer Service blog - What Are the Best Support Channels for Serving Customers? A customer using a smartphone to decide which channel to use to contact a company for service. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565976938965-3EG1CCKDMXVDNM1J9IL5/channel+ease+of+service.png Inside Customer Service blog - What Are the Best Support Channels for Serving Customers? Source: The Northridge Group https://www.toistersolutions.com/blog/seven-easy-ways-to-build-rapport-with-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565967931041-G5DN8541SKTZIL9NR0SJ/deal.jpg Inside Customer Service blog - Seven Easy Ways to Build Rapport with Customers A customer is shaking hands with an advisor. https://www.toistersolutions.com/blog/training-needs-analysis monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565370586755-W7531U9EJCIDGC7EZ9FU/image-asset.jpeg Inside Customer Service blog - Training Needs Analysis: What it is, and why you need it Two business colleagues analyzing data. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565370693555-DCICWXCT2K1KPII71MNV/new+hire+closing+ratio.png Inside Customer Service blog - Training Needs Analysis: What it is, and why you need it Graph showing the lease closing ratio for new hires after 90 days. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565370825451-ZH6O2VFWIVWZTFZIOL0J/training+results.png Inside Customer Service blog - Training Needs Analysis: What it is, and why you need it Graph showing the performance before and after the training program was implemented. https://www.toistersolutions.com/blog/why-you-need-to-reply-to-online-customer-reviews monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565186761835-365AG1TCSQ8Z71ZNQEA8/surveyratings.jpg Inside Customer Service blog - Why You Need to Reply to Online Customer Reviews Customer reviews posted on social media. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565186891957-88CZ3AA73NFEWT96PLWM/Austin+coffee+shops.png Inside Customer Service blog - Why You Need to Reply to Online Customer Reviews Screenshot of Google search results for Austin coffee shops. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565186995309-AWKWBJGF5GZOL93L5XZ8/capital+one+reviews.png Inside Customer Service blog - Why You Need to Reply to Online Customer Reviews Screen shot of reviews from Capital One Cafe in Austin. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565187281235-UTYFYAMQ7B713QGNCIS3/Seafood_Kitchen.001.jpg Inside Customer Service blog - Why You Need to Reply to Online Customer Reviews Image credit: Womply https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565187465959-IF9FL62WE5UOTDWXRFFY/Ideal+happy+customer.png Inside Customer Service blog - Why You Need to Reply to Online Customer Reviews Google review of Ideal Plumbing Heating Air and Electrical https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565187646919-8IL9YWBEXFKAUR46Q64X/Ideal+neutral+customer.png Inside Customer Service blog - Why You Need to Reply to Online Customer Reviews Screen shot of a Google review of Ideal Plumbing Heating Air and Electrical https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565187911938-ST117R6QENJM9NSRI80L/Ideal+angry+customer.png Inside Customer Service blog - Why You Need to Reply to Online Customer Reviews Screen shot of a customer review of Ideal Plumbing Heating Air and Electrical https://www.toistersolutions.com/blog/how-to-be-a-better-customer-service-leader monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565014554533-JC78P7QMMS7EELH518V3/team+discussion.jpg Inside Customer Service blog - How to Be a Better Customer Service Leader Customer service team having a discussion. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565015141648-VMEV7JVZS0U1IV5SD8XV/pillaroffailure.JPG Inside Customer Service blog - How to Be a Better Customer Service Leader A large pillar blocks the view of participants in a hotel conference room. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1565015657741-GKSRCEUBE8EKWWAU0KKO/shakeshackroker.jpg Inside Customer Service blog - How to Be a Better Customer Service Leader Al Roker at Shake Shack in New York City. https://www.toistersolutions.com/blog/why-gemba-is-the-best-way-to-solve-service-failures monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1564504402851-TDOTI9LWGPINCD9H7TER/image-asset.jpeg Inside Customer Service blog - Why Gemba is the Best Way to Solve Service Failures A valet parking attendant is opening the car door for a guest. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1564504472331-M6SQHGSJFDA5RR1159NE/image-asset.png Inside Customer Service blog - Why Gemba is the Best Way to Solve Service Failures Graph showing actual mystery shopper audit score of 78% compared to a goal of 85%. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1564504679515-BM1W0B6WL690LZS0WJPE/first+book.jpg Inside Customer Service blog - Why Gemba is the Best Way to Solve Service Failures The author holding up a defective copy of his book, Service Failure. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1564505112225-0RVMXSXSW8ULCA05WKDC/image-asset.png Inside Customer Service blog - Why Gemba is the Best Way to Solve Service Failures Graph showing the improvement of mystery shopper audit scores after one month. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1564505269031-4LFT16R9EH0NHHIROYJ3/image-asset.jpeg Inside Customer Service blog - Why Gemba is the Best Way to Solve Service Failures Cover image of Getting Service Right book. https://www.toistersolutions.com/blog/how-to-gain-executive-buy-in-for-cx-initiatives monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1564069040115-7SHUT7I33NQALGHN6P72/Belding_web_1083.jpg Inside Customer Service blog - How to Gain Executive Buy-In for CX Initiatives Shaun Belding, author of The Journey to WOW https://www.toistersolutions.com/blog/how-to-help-your-team-manage-customer-expectations monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1563990145949-IBGCC1ZT7ZJCK8JD0A6K/customer+expectations.jpg Inside Customer Service blog - How to Help Your Team Manage Customer Expectations A person holding a notepad with the words “customer expectations” written on it. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1563990764786-T09QP6HLYIFP23HGXDZZ/old%2Bwifi%2Bsign.jpg Inside Customer Service blog - How to Help Your Team Manage Customer Expectations The old WiFi sign. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1563990788163-YRKZRWJXYEHU1C6LOZUM/new%2Bwifi%2Bsign.jpg Inside Customer Service blog - How to Help Your Team Manage Customer Expectations The new WiFi sign. https://www.toistersolutions.com/blog/how-to-follow-up-with-customers-like-a-pro monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1563486544043-4AKQ3TJQNLSTNSIB8ZJK/follow+up.jpg Inside Customer Service blog - How to Follow-up with Customers Like a Pro Notepad with the words “Don’t Forget to Follow Up” typed on it. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1563488390478-5MVO7MYB9XM52DK1LWGI/old+template.png Inside Customer Service blog - How to Follow-up with Customers Like a Pro Old email template for responding to subscribers who don’t receive my emails. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1563488750204-7XOEPTX7R5QCGOSHVNEY/new+template.png Inside Customer Service blog - How to Follow-up with Customers Like a Pro Revised email template for replying to subscribers who aren’t receiving emails https://www.toistersolutions.com/blog/how-customer-service-is-being-ruined-by-toxic-coworkers monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1563484724017-8GLI8EANPOLOOGIWUCP7/cardoor.jpg Inside Customer Service blog - How Customer Service is Being Ruined by Toxic Coworkers A coffee shop employee parked so far over the line that she blocked my car door. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1563484815091-K9IYSBAUJGNLWXX5XQFG/toxic_coworkers.png Inside Customer Service blog - How Customer Service is Being Ruined by Toxic Coworkers Graph illustrating that 22% of employees work with a toxic coworker. 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Man scratching his head in confusion. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1563203994790-S6XEA4GEEZG7P1JRW94T/CX+vs+Customer+Service.png Inside Customer Service blog - Customer Experience vs. Customer Service: What's the Difference? customer experience vs customer success infographic https://www.toistersolutions.com/blog/the-best-phrases-for-taking-ownership-of-service-failures monthly 0.5 2026-03-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1562770379435-WGQCV654S4TZ3CDGV5VS/ownership.jpg Inside Customer Service blog - The Best Phrases for Taking Ownership of Service Failures Stamp with the words “own it.” https://www.toistersolutions.com/blog/why-you-need-to-fire-your-toxic-employee monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1562340944859-H49866PUXMJXAOCRHK2M/angry_boss.jpg Inside Customer Service blog - Why You Need to Fire Your Toxic Employee An angry boss firing an employee. https://www.toistersolutions.com/blog/why-should-you-care-about-internal-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1562078762346-NE3PVZAL2VXK4LXFRU48/happy_team.jpg Inside Customer Service blog - Why Should You Care About Internal Customer Service? Group of happy coworkers high-giving over a conference table. https://www.toistersolutions.com/blog/how-to-avoid-hiring-toxic-employees monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1561645325893-VZZ6PZK1ASIG4QQETT9E/poor_fit.jpg Inside Customer Service blog - How to Avoid Hiring Toxic Employees Recruiter evaluating puzzle pieces representing employees. 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A bored employee plays with post-it notes at her desk. https://www.toistersolutions.com/blog/how-to-increase-survey-response-rates-by-370 monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1560196994432-FVL3L2CFJ9QN80HUNNEO/AndrewGilliam-sq.jpg Inside Customer Service blog - How to Increase Survey Response Rates by 370% Andrew Gilliam, ITS Service Desk Consultant https://www.toistersolutions.com/blog/bad-customer-service-surveys monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1559918374839-3WN1F1X5V77832EO3AGG/survey_3_negative.jpg Inside Customer Service blog - I Took Every Survey For a Week. The Results Weren't Good. Person filling out a customer service survey to report a negative experience. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1559918455860-GV5Q0BLNYFU46AWQDUAO/Dropbox_agreement.png Inside Customer Service blog - I Took Every Survey For a Week. The Results Weren't Good. Confidentiality agreement required to take the Dropbox survey. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1559918509158-THYWM8L10Z5ZT2Y3DXDD/Dropbox_article.png Inside Customer Service blog - I Took Every Survey For a Week. The Results Weren't Good. Survey requiring a comment. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1559918607483-NOC86FBNSBZ9KJRFNUJ2/Vons_email.png Inside Customer Service blog - I Took Every Survey For a Week. The Results Weren't Good. Vons survey invitation page, which requires an email address. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1559918787166-ZVZV8Y0KAL31LIHC0YBH/AutoZone.png Inside Customer Service blog - I Took Every Survey For a Week. The Results Weren't Good. 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Suunto NPS survey. https://www.toistersolutions.com/blog/why-customer-service-is-always-running-late monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1559745474469-NPM8EKL9M0T1A036WD9C/running_late.jpg Inside Customer Service blog - Why Customer Service is Always Running Late Group of businesswomen running late. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1559745590245-PA291XS26VDIHWOXQGCN/Days+to+complete+thesis.png Inside Customer Service blog - Why Customer Service is Always Running Late https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1559745623693-FG7UNI9MPTMSFQWZ68EN/Days+to+complete+thesis+-+worst+case.png Inside Customer Service blog - Why Customer Service is Always Running Late https://www.toistersolutions.com/blog/2019/6/3/how-incentives-can-crush-motivation-to-do-the-right-thing monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1559575721035-SVQY6URGETJDBNGZLCYA/pay+me.jpg Inside Customer Service blog - How Incentives Can Crush Motivation to Do the Right Thing Smug employee demanding more money. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1559575835583-GXRG3UB3BY46WV6MHDGK/Puzzle_Time.001.jpeg Inside Customer Service blog - How Incentives Can Crush Motivation to Do the Right Thing Graph showing the time spent working on puzzles. https://www.toistersolutions.com/blog/lessons-from-the-overlook-stick-to-your-core monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1559140597279-QSI94IE4TUEQSM4CFNS7/Overlook_deck.jpg Inside Customer Service blog - Lessons From The Overlook: Stick to Your Core The Overlook cabin in Idyllwild, California. https://www.toistersolutions.com/blog/a-fun-and-simple-way-to-build-elite-customer-service-skills monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1558623168442-X5LCOJXO7G422KF2KHSX/grocery+cashier.jpg Inside Customer Service blog - A Fun and Simple Way to Build Elite Customer Service Skills A smiling grocery store cashier bagging groceries for a customer. https://www.toistersolutions.com/blog/could-your-service-quality-really-just-be-random-chance monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1558535110984-FKH4O80O3KCI2JEOYQZC/dice.jpg Inside Customer Service blog - Could Your Service Quality Really Just Be Random Chance? A pair of red dice, signifying random chance. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1558535161040-M3M6L374GZGCITRCRBH9/Screen+Shot+2019-05-21+at+7.03.50+AM.png Inside Customer Service blog - Could Your Service Quality Really Just Be Random Chance? Graphic depicting customer satisfaction ratings for several employees. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1558535224997-XSCVBFIFBFDN7N3L7QOL/Screen+Shot+2019-05-20+at+7.51.03+AM.png Inside Customer Service blog - Could Your Service Quality Really Just Be Random Chance? Source: Zendesk https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1558535587033-8STFJ0KAMUUMQY8P2AMU/Screen+Shot+2019-05-21+at+7.03.50+AM.png Inside Customer Service blog - Could Your Service Quality Really Just Be Random Chance? https://www.toistersolutions.com/blog/a-hidden-cause-of-miserable-service-failures monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1558102714519-U1FZJXK1XB99LGIBHL11/frustration.jpg Inside Customer Service blog - A Hidden Cause of Miserable Service Failures Frustrated and angry customer with steam coming out of his ears. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1558102404379-X9EIYUUKNBJO6LQBQQEJ/payroll_email_intro.png Inside Customer Service blog - A Hidden Cause of Miserable Service Failures Excerpt from a customer service email. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1558102433396-65L6OFXZZ3YTKXGG2FC3/payroll_email_close.png Inside Customer Service blog - A Hidden Cause of Miserable Service Failures Excerpt from a customer service email. https://www.toistersolutions.com/blog/2019/5/13/are-you-suffering-from-a-customer-service-time-crisis monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1557770771678-WF0OILXWVRJTVY89IQ4M/on_time.jpg Inside Customer Service blog - Are You Suffering From a Customer Service Time Crisis? Happy man holding a clock. https://www.toistersolutions.com/blog/how-to-learn-and-remember-customer-names monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1557242314531-7JB5I9WEXKLH8Z2WZ3LM/name.jpg Inside Customer Service blog - How to Learn and Remember Customer Names Business person holding up a name tag. https://www.toistersolutions.com/blog/2019/5/7/how-a-small-business-owner-kicked-self-doubt monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1557347466953-JP2DZCQ4JHX9LFONW6UR/aaron_pallesen.jpg Inside Customer Service blog - How a Small Business Owner Kicked Self-Doubt Aaron Pallesen, owner of Hive Martial Arts https://www.toistersolutions.com/blog/could-distraction-be-costing-your-company-dearly monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1557152750735-LV4XFI7NVMZUTMF3RXEU/distraction.jpg Inside Customer Service blog - Could Distraction Be Costing Your Company Dearly? Boss presenting to a group of distracted employees. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1557152904409-UTNN7O5XEKDLMT0TNX41/Hidden+Obstacles+SMLA+2019.001.jpeg Inside Customer Service blog - Could Distraction Be Costing Your Company Dearly? image of circles and squares. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1557153027424-U93HWYHQUM4KIX2YQKWV/Hidden+Obstacles+SMLA+2019+2.001.jpeg Inside Customer Service blog - Could Distraction Be Costing Your Company Dearly? Image of circles and squares. https://www.toistersolutions.com/blog/2019/4/27/a-customer-is-yelling-what-would-you-do monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1556375224785-ZTDIG7KVNEUOBJGS39UT/angry+man.jpg Inside Customer Service blog - A Customer is Yelling. What Would You Do? Angry customer yelling. https://www.toistersolutions.com/blog/2019/4/26/webinar-recap-your-customer-service-questions-answered monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1556291113398-C2KY75M91BT5D3A88BT9/GSR+Ask+Me+Anything.001.jpeg Inside Customer Service blog - Webinar Recap: Your Customer Service Questions Answered Title slide for Ask Me Anything webinar. https://www.toistersolutions.com/blog/2019/4/24/how-to-get-the-most-out-of-training-videos monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1556117332108-QBA07WEL2WCDSYPCJ0P0/videowatcher.jpg Inside Customer Service blog - How to Get the Most Out of Training Videos Employee watching a training video on a computer. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586541964607-F8KS0G7U7KUSTAW0HCK0/QandA+section.png Inside Customer Service blog - How to Get the Most Out of Training Videos Screenshot of the Q&A section for a LinkedIn Learning course on serving upset customers. https://www.toistersolutions.com/blog/why-employees-say-the-wrong-thing-to-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1554812903792-DAJNE418J19VLRY64UZR/callcenter4.jpg Inside Customer Service blog - Why Employees Say the Wrong Thing to Customers Angry contact center agent. https://www.toistersolutions.com/blog/report-why-retail-customer-service-is-dropping monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1554478737411-UH2D3HDQ7YOWCNFBRXXY/Screen+Shot+2019-04-05+at+7.44.07+AM.png Inside Customer Service blog - Report: Why Retail Customer Service is Dropping Retail customer satisfaction declined from 2017 to 2018. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1554478779995-9MMTLGEVS17U5I8RV4NR/Screen+Shot+2019-04-05+at+7.49.16+AM.png Inside Customer Service blog - Report: Why Retail Customer Service is Dropping Courtesy and helpfulness from retail employees has declined. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1554478829720-Y8183GBZF2WVT3X91QNI/Screen+Shot+2019-04-05+at+7.55.11+AM.png Inside Customer Service blog - Report: Why Retail Customer Service is Dropping Stores need to improve the cleanliness and layout. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1554478882422-FQ44G0GAXZ4EWM0F2VSC/Screen+Shot+2019-04-05+at+8.00.04+AM.png Inside Customer Service blog - Report: Why Retail Customer Service is Dropping Checking out is too slow at retail stores. https://www.toistersolutions.com/blog/how-to-build-your-customer-listening-skills monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1554391984446-9HJ7JKKV330NJM17ME0M/listener.jpg Inside Customer Service blog - How To Build Your Customer Listening Skills Person listening intently to a colleague in a business meeting. https://www.toistersolutions.com/blog/2019/4/2/culture-report-reveals-executives-disconnected-from-reality monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1554217406015-TRM612CSD5M8A5HZYY52/company+culture+clipboard.jpg Inside Customer Service blog - Culture Report Reveals Executives Disconnected From Reality The words “company culture” written on a clipboard. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1554217989127-SEY1OGZ5E1503QP4P5NE/Screen+Shot+2019-04-02+at+8.12.28+AM.png Inside Customer Service blog - Culture Report Reveals Executives Disconnected From Reality https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1554218013490-J227Q2XG4JJI3YWBCIVJ/Screen+Shot+2019-04-02+at+8.12.43+AM.png Inside Customer Service blog - Culture Report Reveals Executives Disconnected From Reality “culture is an important senior leadership agenda item.” https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1554218037672-3MZ4ESJLM5XFBRARVFKP/Screen+Shot+2019-04-02+at+8.12.52+AM.png Inside Customer Service blog - Culture Report Reveals Executives Disconnected From Reality “I’m proud to be part of my organization.” https://www.toistersolutions.com/blog/lessons-learned-from-writing-my-first-customer-service-book monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1553525519285-GQTZRV2M5NV7YKQ9BLFO/first_failure.jpg Inside Customer Service blog - Lessons Learned from Writing My First Customer Service Book The author, Jeff Toister, holding up his first book, Service Failure. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/65e867c5-a83d-4513-ba89-dd266756b756/GSR+6x9x0.5-PBL1-6.jpg Inside Customer Service blog - Lessons Learned from Writing My First Customer Service Book - Getting Service Right Overcoming the Hidden Obstacles to Outstanding Customer Service https://www.toistersolutions.com/blog/2019/3/28/why-customer-service-employees-avoid-taking-ownership monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1553787183927-ZBSA4MZK43REQAMU2OUV/defensive+2+-+wide.jpg Inside Customer Service blog - Why Customer Service Employees Avoid Taking Ownership A defensive employee refusing to accept responsibility. https://www.toistersolutions.com/blog/new-customer-service-book-getting-service-right monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1553524113760-2WUDP1H1JQT7077TO5LS/GSR-6x9x0.5-PBL1-6-now-avail-SMALL-blue.jpg Inside Customer Service blog - New Customer Service Book: Getting Service Right Cover image of Getting Service Right book. https://www.toistersolutions.com/blog/how-to-quickly-train-customer-service-skills-for-free monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1553090783197-TFL51DJSKX1637FA7M45/customer+service+training+-+wide.jpg Inside Customer Service blog - How to Quickly Train Customer Service Skills for Free Customer service training class https://www.toistersolutions.com/blog/great-customer-service-leaders-keep-things-simple monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1552660830563-YS69BHI5ODJCW19SRCMF/corevalues+road+sign.jpg Inside Customer Service blog - Great Customer Service Leaders Keep Things Simple Road sign pointing to core values. https://www.toistersolutions.com/blog/five-surprising-obstacles-to-outstanding-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1553026871319-QKFGDNUELCDG5UJGNO9I/Surprising+Obstacles+Webinar.001.jpeg Inside Customer Service blog - Five Surprising Obstacles to Outstanding Customer Service Webinar Title Slide: Surprising Obstacles to Outstanding Customer Service https://www.toistersolutions.com/blog/2019/3/13/interview-with-john-goodman-about-strategic-customer-service monthly 0.5 2025-12-19 https://www.toistersolutions.com/blog/2019/3/12/unlock-your-employee-empowerment-with-this-hidden-secret monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1552581822943-NUHYBIK5R70Z85N0ZA0W/empowering%2Bemployee.jpg Inside Customer Service blog - Unlock Your Employee Empowerment with this Hidden Secret A employee climbing steps towards a goal, given a helping hand. https://www.toistersolutions.com/blog/2019/3/8/should-my-team-have-a-customer-service-vision monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1552060284253-4OYOPO5KF0Q6PA7LVF2C/vision_meeting_wide.jpg Inside Customer Service blog - Should My Team Have a Customer Service Vision? Facilitator leading a meeting to write a customer service vision. https://www.toistersolutions.com/blog/2019/3/6/how-culture-insurance-services-uses-culture-to-help-clients monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1551891660539-POJQRP9BAEPJJBM955I5/Culture+Insurance+Services+meetup.jpg Inside Customer Service blog - How Culture Insurance Services Uses Culture to Help Clients Andrew Uber, managing director of Culture Insurance Services. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1551891915066-F09PO1X7RIZTR0LGWQT7/cultureinsurance.png Inside Customer Service blog - How Culture Insurance Services Uses Culture to Help Clients The Culture Insurance Services values. https://www.toistersolutions.com/blog/2019/3/1/lessons-from-the-overlook-how-we-make-purchasing-decisions monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1551458733427-VU9YIRXJTNY48CF7ACEU/coffee+table.jpg Inside Customer Service blog - 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Lessons From the Overlook: Sometimes Work Isn’t Fun The kitchen has a new mat, a couple broken glasses were replaced, and everything is ready for our next guests. https://www.toistersolutions.com/blog/2018/9/18/introducing-my-new-book-customer-service-tip-of-the-week monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1537281456240-FNDDC2G6AROX2501G167/CSTotW-Twitter-F-2.jpg Inside Customer Service blog - Introducing My New Book: Customer Service Tip of the Week Cover image of the Customer Service Tip of the Week book. https://www.toistersolutions.com/blog/2018/9/13/why-some-employees-are-always-late monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1536856762792-8JT7WCEUUZYSKCA0ZO2M/late.jpg Inside Customer Service blog - Why Some Employees Are Always Late Woman holding up a clock, accusing someone of being late. https://www.toistersolutions.com/blog/2018/9/17/interview-with-shep-hyken-about-the-convenience-revolution monthly 0.5 2025-12-19 https://www.toistersolutions.com/blog/2018/9/13/the-best-time-to-provide-service-culture-training monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1536854396248-CKWK7VYTGERD6OVZDFTI/culturetable.jpg Inside Customer Service blog - The Best Time to Provide Service Culture Training Team attending a service culture training session. https://www.toistersolutions.com/blog/how-to-get-customer-feedback-without-a-survey monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1536249378674-90R8DKCY66UZ6YP32FPU/surveytakers.jpg Inside Customer Service blog - How to Get Customer Feedback Without a Survey Business people sitting around a conference table analyzing survey data. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1536249511777-KMFK77RBWE8FQIFXTKRC/Welcome+email.png Inside Customer Service blog - How to Get Customer Feedback Without a Survey Excerpt from Customer Service Tip of the Week welcome email. https://www.toistersolutions.com/blog/2018/9/6/the-first-step-to-fix-poor-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1536239281735-SW4YJ4KUV57ELQZCLMBY/bizgrowth.jpg Inside Customer Service blog - The First Step to Fix Poor Customer Service https://www.toistersolutions.com/blog/2018/9/4/lessons-from-the-overlook-know-your-neighbors monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1536063434071-65W90O4B72HXKOECPKRG/Overlook+Parking.JPG Inside Customer Service blog - Lessons From the Overlook: Know Your Neighbors Guests have sometimes blocked our neighbors' driveways, even though there is room to park four vehicles on the gravel and asphalt areas at The Overlook. https://www.toistersolutions.com/blog/2018/8/27/new-training-video-how-to-get-great-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1535384381758-J4R2GZFIPZCJ7S4RKGLP/thumbsup.jpg Inside Customer Service blog - New Training Video: How to Get Great Customer Service Customer giving a thumbs up and a five star rating on a survey. https://www.toistersolutions.com/blog/2018/8/26/how-to-create-good-customer-service-goals monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1535318055325-ZEZQ0DGRZWN5L9VDL0SR/goals2.jpg Inside Customer Service blog - How to Create Good Customer Service Goals Notepad and paper with the word "goals" written on it. https://www.toistersolutions.com/blog/2018/8/26/one-change-that-will-help-you-rock-customer-email monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1535316465177-V65NZ37EY94CP4VMA6YQ/messaging.jpg Inside Customer Service blog - One Change That Will Help You Rock Customer Email Customer writing an email on her smartphone. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1535316912617-ZSTWUTMTYY88R72K1DG9/emailmanagement.png Inside Customer Service blog - One Change That Will Help You Rock Customer Email Chart illustrating how contact centers manage email volume. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1535317072425-9828NIHUVPEJZA9JKEG6/emailexample.png Inside Customer Service blog - One Change That Will Help You Rock Customer Email sample customer email https://www.toistersolutions.com/blog/happy-employees-equal-happy-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1534525994406-WZC86NMLJ5B15WPJP53M/happyteam.jpg Inside Customer Service blog - Do Happy Employees Really Lead to Happy Customers? A team of happy customer service employees exchanging high fives. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1534526081303-WZXZ3H3VLZ04EXNZ8X60/Glassdoor+employee+ratings.png Inside Customer Service blog - Do Happy Employees Really Lead to Happy Customers? Chart showing the Glassdoor employee ratings for the top 20 customer service companies. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1534526246053-AZHTVPZLPPDBKMCRN4T0/Glassdoor+recommend+to+a+friend.png Inside Customer Service blog - Do Happy Employees Really Lead to Happy Customers? Chart showing the Glassdoor recommend to a friend percentages for the top 20 customer service companies. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1534526462871-O42AJV3KQ1UYETYQYRKA/Glassdoor+CEO+approval.png Inside Customer Service blog - Do Happy Employees Really Lead to Happy Customers? Glassdoor CEO approval ratings for top 20 customer service companies. https://www.toistersolutions.com/blog/unexpected-surprises-on-your-customer-journey monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1533828030268-G4J3A133F1IDO8MCAZIQ/surprised.jpg Inside Customer Service blog - Prepare for Unexpected Surprises on Your Customer Journey Two surprised and unhappy customers reacting to something they see on a computer. https://www.toistersolutions.com/blog/uss-midway-museum-service-culture monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1534192759697-73633294YHMNISXX9VE0/image-asset.jpeg Inside Customer Service blog - Why is Service So Great at the USS Midway Museum? Photo courtesy of the USS Midway Museum https://www.toistersolutions.com/blog/big-cx-insights-from-small-details monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1533823526814-4EZFW4AZ1JB0HZXZ0MP6/investigate.jpg Inside Customer Service blog - How to Gain Big CX Insights from Small Details Man placing a puzzle piece marked "investigate" into a puzzle. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1533823624827-NSK27WE5AKAEKSCNDASK/wine+email+1.png Inside Customer Service blog - How to Gain Big CX Insights from Small Details Email from winery CFO. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1533823697465-JGGP8E0WJQUSXD2657WV/winery+email+2.png Inside Customer Service blog - How to Gain Big CX Insights from Small Details https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1533823727410-XN0EU1LMDDAUYBWKTQSD/winery+email+3.png Inside Customer Service blog - How to Gain Big CX Insights from Small Details https://www.toistersolutions.com/blog/2018/8/3/book-review-would-you-do-that-to-your-mother monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1533308560146-U32K0XORY4EYM2DXJPNJ/Einstein+Bagels+basket+return.JPG Inside Customer Service blog - Book Review: Would You Do That to Your Mother? A sign at Einstein Bagels encouraging customers to behave the way mom taught us. https://www.toistersolutions.com/blog/2018/8/1/how-to-improve-training-with-level-one-feedback monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1533138772814-0G2L56E9TT5IELPZ76KV/judges+evaluating.jpg Inside Customer Service blog - How to Improve Training with Level One Feedback Three participants evaluating a training program with a four, five, and three respectively. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1533139833452-DULDLEF6M286QKCIMWOR/new+vs+old+course.png Inside Customer Service blog - How to Improve Training with Level One Feedback Run-time comparison of the new vs old customer service training video https://www.toistersolutions.com/blog/2018/7/30/three-easy-ways-to-prevent-angry-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1532966235697-07XLCHB491SKS5V3NQXY/angrydude.jpg Inside Customer Service blog - Three Easy Ways to Prevent Angry Customers Angry customer with steam blowing out of his ears. https://www.toistersolutions.com/blog/2018/7/23/why-companies-fail-to-respond-to-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1532358257841-DPL0GW5S7RRZVCWFP5DK/waiting+for+a+call.jpg Inside Customer Service blog - Why Companies Fail to Respond to Customers Man waiting for a call to come through on an old, red, rotary phone. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1532358412785-JZR8FT11PQ6E7XBRNV2I/social+media+ownership.png Inside Customer Service blog - Why Companies Fail to Respond to Customers Graphic showing which departments own social media. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1532358467460-OZG5TNM0F52Q588UMCGA/forecasts+by+channel.png Inside Customer Service blog - Why Companies Fail to Respond to Customers Chart showing percentage of contact centers that forecast volume for various service channels. https://www.toistersolutions.com/blog/2018/7/23/lessons-from-the-overlook-why-we-revised-our-vision monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1532354142802-12P54IAKSB0BC9AYV8PC/overlook+deck+view.JPG Inside Customer Service blog - Lessons from The Overlook: Why We Revised Our Vision Beautiful day on the outdoor couch on the deck outside The Overlook. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1532354248842-PIF4EN0CE5EJLQLNEAL1/fire+truck+santa.JPG Inside Customer Service blog - Lessons from The Overlook: Why We Revised Our Vision Santa Claus waving from the top of a fire truck in Idyllwild. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1532354291601-IU3Y4800TASBQSJVFUTE/mayor+max.JPG Inside Customer Service blog - Lessons from The Overlook: Why We Revised Our Vision Mayor Max enjoying the Fourth of July Parade in Idyllwild. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1532354332615-F9YCL4VX6HAFAT9L6TIZ/antler+chandelier.jpg Inside Customer Service blog - Lessons from The Overlook: Why We Revised Our Vision Faux deer antler chandelier https://www.toistersolutions.com/blog/top-customer-service-skills monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1531926815928-HA50RHEQQZC6I62LMFJN/on+the+set.jpg Inside Customer Service blog - Four Customer Service Skills You Need to Have On the set filming Customer Service Foundations. From left to right: Jeff (Director), Jeff (me), Sam (Producer), and Rob (Production Lead). https://www.toistersolutions.com/blog/beware-of-snake-oil-and-hiring-assessments monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1531406012189-H9F0E8ORYB8YH6GONBG3/talentsearch.jpg Inside Customer Service blog - Beware of Snake Oil and Hiring Assessments Searching for job candidates who all like the same. https://www.toistersolutions.com/blog/how-to-train-new-hires-on-culture monthly 0.5 2025-12-19 https://www.toistersolutions.com/blog/2018/7/9/how-to-prevent-customer-tweets-from-going-public monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1531148654413-MNH01RW6EKWS4ARL5WH4/twitter.jpg Inside Customer Service blog - How to Prevent Customer Tweets from Going Public Person clicking on the Twitter app on their smartphone. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1531148698722-YX79VOUM12YJCYSBO68K/public+vs+private+twitter.png Inside Customer Service blog - How to Prevent Customer Tweets from Going Public Table showing tweets that started in public versus tweets that started in private. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1531148766724-7ZF55KB5ZFGZI90L8LBM/twitter+dm+settings.png Inside Customer Service blog - How to Prevent Customer Tweets from Going Public Screenshot of Twitter's Direct Message settings. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1531149015027-53ZKXINXRMTGS8PJU7F3/comcast+corp+twitter.png Inside Customer Service blog - How to Prevent Customer Tweets from Going Public Screenshot of Comcast corporate Twitter profile. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1531149046386-BOZZKPEAFN3QE2KXRXL2/comcast+cares+twitter.png Inside Customer Service blog - How to Prevent Customer Tweets from Going Public Screenshot of the Comcast Cares Twitter profile. https://www.toistersolutions.com/blog/2018/7/3/why-service-leaders-need-to-be-role-models monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1530635813290-F39E8XOC4SJVLJDO0KLB/steakhouse+plate.JPG Inside Customer Service blog - Why Service Leaders Need to Be Role Models Two small wooden flags rest on a plate, one says "M.Rare" and the other reads "Rare." https://www.toistersolutions.com/blog/2018/7/2/what-to-do-during-a-week-full-of-distractions monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1530549453824-XGEYYC0ONQH6X6XKX1II/ithelpdesk.jpg Inside Customer Service blog - What to Do During a Week Full of Distractions Distracted employee trying hard to pay attention. https://www.toistersolutions.com/blog/new-customer-service-course-on-highbrow monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1530056723885-0JFQ0JU24SIT4JF0JR4E/angrydude.jpg Inside Customer Service blog - Introducing My New Customer Service Course on Highbrow Angry customer blowing steam out of his ears. https://www.toistersolutions.com/blog/7-customer-service-tips monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1529683231868-WE53BI8MPYTCGRE13HFS/helpful+tips.jpg Inside Customer Service blog - 7 Customer Service Tips You Can Use Right Now Sign promoting helpful tips https://www.toistersolutions.com/blog/2018/6/18/lessons-from-the-overlook-verify-procedures-are-followed monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1529333159060-U9GGC50Y1RT72KXJZDP5/overlook+open+windows.jpg Inside Customer Service blog - Lessons from The Overlook: Verify Procedures are Followed The afternoon sun heats The Overlook if the blinds are left open. https://www.toistersolutions.com/blog/2018/6/15/how-to-improve-your-powers-of-observation monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1529096217558-98GXJW1R1RZXA6B0A36V/detective.jpg Inside Customer Service blog - How to Improve Your Powers of Observation Close-up of a man looking through a magnifying glass. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1529096313246-UD8JC275PNZ78PG8QTZ2/Badwater+Basin.jpg Inside Customer Service blog - 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Lessons Learned from My First Contact Center Jobs This is likely what I looked like when I started working on contact centers. https://www.toistersolutions.com/blog/2018/5/31/3-simple-ways-to-make-your-small-business-stand-out monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1527779072456-7QVWM2OE30M5Q1LGGQ8A/mechanics.jpg Inside Customer Service blog - 3 Simple Ways to Make Your Small Business Stand Out Three auto mechanics in their shop. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1527779271791-LU4A9ZL5IQ90AM7T9IOO/DXyXe8HU8AAT6dF.jpg Inside Customer Service blog - 3 Simple Ways to Make Your Small Business Stand Out https://www.toistersolutions.com/blog/2018/5/30/why-leaders-shouldfocus-on-middle-performers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1527692437005-H53N88X3J65BJUO7B43V/winner.jpg Inside Customer Service blog - Why Leaders Should Focus on Middle Performers A team celebrating their victory. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1527692555342-912J6N8GN3K232HUSJB4/CSAT+Scores.jpeg Inside Customer Service blog - 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Clip board with paper on it that reads "Company Culture." https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1615325127035-W394269692P8138MAT34/ServiceCulture-3dStacked.jpeg Inside Customer Service blog - What Exactly is a Service Culture? - Get the book Cover image of The Service Culture Handbook https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1527686493487-C9K5LK8RZPIIGF7JAYSD/highlysatisfied.JPG Inside Customer Service blog - What Exactly is a Service Culture? Store receipt with survey invitation stamped "Highly Satisfied." https://www.toistersolutions.com/blog/2018/5/25/report-poor-customer-service-costs-us-businesses-75-billion monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1527263424402-8A5EZGTBKPZSGRLWV4FG/angryman.jpg Inside Customer Service blog - Report: Poor Customer Service Costs US Businesses $75 billion Customer fuming over a terrible service experience. https://www.toistersolutions.com/blog/2018/5/15/lessons-from-the-overlook-dont-panic monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1526399101604-W33XM6N63R3NZPVGKHJA/image-asset.jpeg Inside Customer Service blog - Lessons from The Overlook: Don't Panic Exterior image of The Overlook. Photo credit: Sally Toister https://www.toistersolutions.com/blog/2018/5/14/the-dystopian-future-of-customer-service-ratings monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1526322055951-9A1MM5GCOLR06I0TFS23/bellring.JPG Inside Customer Service blog - The Dystopian Future of Customer Service Ratings Sign asking supermarket customers to ring a bell if they were highly satisfied with their service. https://www.toistersolutions.com/blog/2018/5/14/five-reasonswhy-you-should-evaluate-your-training-programs monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1526315223616-EVMHS1JTJMO29XC5JN4E/evaluation.jpg Inside Customer Service blog - Five Reasons Why You Should Evaluate Your Training Programs Two professionals analyzing the results of a training evaluation report. https://www.toistersolutions.com/blog/2018/5/14/the-best-way-to-prevent-customers-from-tweeting-complaints monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1526307681295-IVB6T4I1R6G9P8KNMC36/image-asset.jpeg Inside Customer Service blog - The Best Way To Prevent Customers From Tweeting Complaints Customer opening the Twitter app on their iPad. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1526307845239-MZMDZ2PW4TYZ4RAF5TFC/twitter+complaints.jpeg Inside Customer Service blog - The Best Way To Prevent Customers From Tweeting Complaints Chart highlighting twitter complaints by category for 2014 compared to 2018. https://www.toistersolutions.com/blog/2018/5/9/why-channel-switching-is-a-good-thing monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1525876981871-RQ6S7AENFDVTURTFLH8K/cellphone.jpg Inside Customer Service blog - Why Channel Switching Is a Good Thing Customer using a smart phone to contact customer service. https://www.toistersolutions.com/blog/2018/4/24/why-you-need-to-evaluate-your-hours-of-operation monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1524587649811-WYQMZPDKHCTO3MFJLJSS/open_for_business.jpg Inside Customer Service blog - Why You Need to Evaluate Your Hours of Operation Sign hung outside a business that reads "Come In, We're Open." https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1524587801202-DL8UAEH70R2EYVSVAYGC/The-average-week-for-local-bookstores1-1024x512.jpg Inside Customer Service blog - Why You Need to Evaluate Your Hours of Operation Bookstore revenue by day of the week. Image source: Womply https://www.toistersolutions.com/blog/2018/4/25/when-do-you-need-a-customer-service-vision-facilitator monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1524665838626-8H4CRCKDYCMQKUUDZCCY/vision_meeting_wide.jpg Inside Customer Service blog - When Do You Need a Customer Service Vision Facilitator? Woman facilitating a vision writing meeting. https://www.toistersolutions.com/blog/2018/4/26/lessons-from-the-overlook-embrace-the-slow-times monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1524753983202-JEOUXB1GBP8LVX80UAXL/Fireplace.jpg Inside Customer Service blog - Lessons from The Overlook: Embrace the Slow Times After a winter of roaring fires, the fireplace needed cleaning. https://www.toistersolutions.com/blog/2018/4/23/seven-simple-ways-to-improve-your-customer-focus monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1524495723083-BJY59W4G8Q407FSSLGTT/making+change.jpg Inside Customer Service blog - Seven Simple Ways to Improve Your Customer Focus A cashier counting change out of a cash till. https://www.toistersolutions.com/blog/2018/4/4/why-you-should-stop-surveying-your-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1522849619936-W0KABJD78V728QPCKJH3/surveytakers.jpg Inside Customer Service blog - Why You Should Stop Surveying Your Customers A team of professionals analyzes a customer service survey. https://www.toistersolutions.com/blog/2018/4/15/how-fast-should-a-business-respond-to-an-email monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1523802037576-KSMT0F4DXFOVBFKHBFU4/email_message.jpg Inside Customer Service blog - How Fast Should a Business Respond to an Email? Customer typing an email message to a company. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1523802702429-FNM44H3JGKOCA73KW411/email+response+time+overall.jpeg Inside Customer Service blog - How Fast Should a Business Respond to an Email? Email response time expectations https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1523802941627-9KVJLGRUKF8ZXN0MFE8X/Email+Response+Time+by+Generation.jpeg Inside Customer Service blog - How Fast Should a Business Respond to an Email? Email response time expectations by generation https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1523803638852-RA4NXVOR5I3MSEYU9C9J/Email+response+time+for+coworkers.jpeg Inside Customer Service blog - How Fast Should a Business Respond to an Email? Chart of email response time expectations for coworkers. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1523803811959-99SRR7VBYEAPCWON0Y06/Coworker+email+response+time.jpeg Inside Customer Service blog - How Fast Should a Business Respond to an Email? Chart showing how quickly each generation expects coworkers to respond to email. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1523803869857-ONLXMYJH1CZNBE46MRHH/twitter+direct+message+response+time.jpeg Inside Customer Service blog - How Fast Should a Business Respond to an Email? Twitter response time expectations. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1523803948072-A8BFW4W8AQO9HR1CGJQD/twitter+response+time+by+generation.jpeg Inside Customer Service blog - How Fast Should a Business Respond to an Email? Twitter response time expectations by generation https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1523803994960-JPS4X7YIRXUDIR4Y7B57/facebook+response+time+expectations.jpeg Inside Customer Service blog - How Fast Should a Business Respond to an Email? Chart showing Facebook message response time expectations. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1523804025192-6QV3NR9S9XAEKU8RLCTV/facebook+response+by+generation.jpeg Inside Customer Service blog - How Fast Should a Business Respond to an Email? Chart showing Facebook message response time expectations by generation. https://www.toistersolutions.com/blog/2018/4/3/study-executives-are-delusional-about-customer-centricity monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1522801101757-KDAFS3RYPXMIKONN3SOR/delusional.jpg Inside Customer Service blog - Study: Executives Are Delusional About Customer-Centricity A chess pawn looking in the mirror and seeing a queen. https://www.toistersolutions.com/blog/2018/4/3/how-malaysias-happyfresh-created-a-customer-service-vision monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1522800403722-XAYK29SW4WY8X31RNM42/HappyFresh+Customer+Service+Vision%281%29.png Inside Customer Service blog - How Malaysia's HappyFresh Created a Customer Service Vision The HappyFresh customer service team. https://www.toistersolutions.com/blog/2018/4/4/webinar-recap-ask-me-anything-about-building-a-service-culture monthly 0.5 2025-12-19 https://www.toistersolutions.com/blog/2018/3/28/three-ways-to-leverage-knowledge-centered-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1522248172631-8P8QVZH5ZK5RILJPDKMJ/data_storage.jpg Inside Customer Service blog - Three Ways to Leverage Knowledge-Centered Service Tiny three-ring binders sitting on a computer keyboard. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1522248278595-07IRNFO5VXYAAJPT6JRA/stopoversearch.jpeg Inside Customer Service blog - Three Ways to Leverage Knowledge-Centered Service Screen capture from Spirit Airlines website search page, looking for "stop over." https://www.toistersolutions.com/blog/2018/3/26/why-great-self-service-is-backed-by-humans monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1522073165539-8NZDBH1B20J9FV180LPX/libraryselfservice.jpeg Inside Customer Service blog - Why Great Self-Service is Backed by Humans Ruairi McEnroe assists a customer at the Champaign Public Library. https://www.toistersolutions.com/blog/2018/3/13/lessons-from-the-overlook-beware-of-easy-money monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1520950307384-BPBDOTSSFS5PW010QKZC/overlookdeck.jpg Inside Customer Service blog - Lessons From the Overlook: Beware of Easy Money Our property manager keeps the shaded deck clean and inviting. https://www.toistersolutions.com/blog/2018/3/12/how-their-service-failure-can-be-your-problem monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1520866719457-ALOCO4HDY01IL78L9W8W/upsetcustomer.jpg Inside Customer Service blog - How Their Service Failure Can Be Your Problem An angry customer yells into the phone. https://www.toistersolutions.com/blog/2018/3/8/the-surprising-consequence-of-consumer-anger monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1520535283635-2UCTV787XCL0FV9UKKW1/angrydude.jpg Inside Customer Service blog - The Surprising Consequence of Consumer Anger Angry customer fuming. https://www.toistersolutions.com/blog/2018/3/5/insider-perspectives-brand-expert-denise-lee-yohn-on-culture monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1520272262738-T5O3JYJYYRE0QD8Y5Q3D/image-asset.png Inside Customer Service blog - Insider Perspectives: Brand Expert Denise Lee Yohn on Culture Front cover of Fusion: How Integrating Brand and Culture Powers the World's Greatest Companies, by Denise Lee Yohn https://www.toistersolutions.com/blog/2018/3/5/five-ways-leaders-unwittingly-sabotage-their-teams monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1520296858803-ILDXU3PP35GZ7G824AZD/jerk.jpg Inside Customer Service blog - Five Ways Leaders Unwittingly Sabotage Their Teams Angry boss yelling at an employee. https://www.toistersolutions.com/blog/2018/3/2/who-first-said-the-customer-is-always-right monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1520004083465-JNSDEE83PJ090U1E8VOZ/disagreement_in_cafe.jpg Inside Customer Service blog - Who First Said "The Customer Is Always Right?" Guest and server having a disagreement in a cafe. https://www.toistersolutions.com/blog/2018/2/26/companies-are-fixing-the-worst-part-of-the-customer-experience monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1519666001107-WB2PYDZJRUFNRTL7XQ2K/hotelguest.jpg Inside Customer Service blog - Companies Are Fixing the Worst Part of the Customer Experience A hotel guest checking in. https://www.toistersolutions.com/blog/2018/2/7/how-to-hire-employees-who-fit-your-service-culture monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1518020589482-HVCLYGJEMCOSPMMTO6A6/interview.jpg Inside Customer Service blog - How to Hire Employees Who Fit Your Service Culture https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1518020657833-TOK4LF8PWVKFTZ5TUDX7/hiringgrid.jpeg Inside Customer Service blog - How to Hire Employees Who Fit Your Service Culture https://www.toistersolutions.com/blog/2018/2/6/report-companies-struggle-with-email-support monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1517933180654-XL5Q34XFRYHXJM1ABLL8/emailheadache.jpg Inside Customer Service blog - Report: Companies Struggle with Email Support Customer rubbing his temples due to a customer service headache https://www.toistersolutions.com/blog/2018/2/20/lessons-from-the-overlook-why-we-arent-on-airbnb monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1519139134322-VLURSQ55B5OQ6X53JYC4/IMG_6089.JPG Inside Customer Service blog - Lessons From The Overlook: Why We Aren't On Airbnb The Overlook vacation rental on a cool January day. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1519139451144-E0VY8Z0I59G93TR79ONT/third-party-booking-fees.jpeg Inside Customer Service blog - Lessons From The Overlook: Why We Aren't On Airbnb Typical booking fees for Airbnb, VRBO, and TripAdvisor https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1519139558179-Z9DWHSAAN0CVI716WQ6Z/the-overlook-occupancy.jpeg Inside Customer Service blog - Lessons From The Overlook: Why We Aren't On Airbnb Guest occupancy at The Overlook for our first year of ownership https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1519139636019-VRZ50S8AC92IGQ6WLTPC/Airbnb-guest-fees.jpeg Inside Customer Service blog - Lessons From The Overlook: Why We Aren't On Airbnb Fee comparison between Airbnb and Idyllwild Vacation Cabins https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1519140051978-7PJ3VGG68I0Y496TOPR5/Idyllwild-Vacation-Cabins.jpg Inside Customer Service blog - Lessons From The Overlook: Why We Aren't On Airbnb Sign from the Idyllwild Vacation Cabins storefront in the town of Idyllwild, CA. https://www.toistersolutions.com/blog/2018/2/12/is-chat-ready-to-grow-up monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1518497826918-K5YVWHAIB1LU8KQFO7YA/chat.jpg Inside Customer Service blog - Is Chat Ready to Grow Up? 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Don't Let New Employees Get Lost on the Learning Curve - Make it stand out An employee stands a bagel shop counter, waiting for customers. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/c799fb69-134f-4e1e-81a3-96d0eda0ed51/Screenshot+2024-05-15+at+9.01.18%E2%80%AFAM.png Inside Customer Service blog - Don't Let New Employees Get Lost on the Learning Curve https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/6dd5ac6d-576c-466b-ada6-58dda87777f4/Screenshot+2024-05-15+at+9.03.00%E2%80%AFAM.png Inside Customer Service blog - Don't Let New Employees Get Lost on the Learning Curve https://www.toistersolutions.com/blog/2014/1/23/why-priming-might-be-the-most-important-customer-service-technique monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1390506420368-0D0LKAIM10VNMTVK68CQ/serviceprimer.jpg Inside Customer Service blog - Why Priming is Essential to Outstanding Customer Service Are you primed to provide outstanding service? https://www.toistersolutions.com/blog/2014/1/21/three-roadblocks-to-effective-customer-satisfaction-surveys monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1390328226979-5IF8VBMULD5ZCHS57G7Q/service.jpg Inside Customer Service blog - Three Roadblocks to Effective Customer Satisfaction Surveys How would you rate your customer service survey? https://www.toistersolutions.com/blog/2014/1/15/six-ways-to-improve-customer-service-without-training monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1564181141312-4N4FLTL39NYVA871N6RW/training+class+fun.jpg Inside Customer Service blog - Six Ways to Improve Customer Service Without Training A group of employees enjoying a fun and interactive training class. https://www.toistersolutions.com/blog/2014/1/14/how-to-keep-your-new-years-resolution-to-improve-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/76f544dc-00e4-4c4d-a8c1-07d3dfcbbbda/resolutions.jpg Inside Customer Service blog - How to keep your New Year's resolution to improve service - Make it stand out A hand is writing in a notebook page. The top of the page is marked, “New Year’s Resolutions.” https://www.toistersolutions.com/blog/2014/1/9/7-ways-to-provide-more-responsive-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1389282974158-WNUWAEJN32IVSEENGF02/race.jpg Inside Customer Service blog - 7 Ways to Provide More Responsive Customer Service It's a race to respond quickly to customers. https://www.toistersolutions.com/blog/2014/1/7/what-your-cfo-really-needs-to-know-about-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1389112032737-WLNTX3QS2NP2OFTJT5SO/image-asset.jpeg Inside Customer Service blog - What your CFO really needs to know about customer service You need to show your CFO the money! https://www.toistersolutions.com/blog/2014/1/1/the-partner-technique monthly 0.5 2025-12-19 https://www.toistersolutions.com/blog/2014/12/19/overcorrect-when-solving-problems monthly 0.5 2025-12-19 https://www.toistersolutions.com/blog/2014/12/19/be-careful-with-extras monthly 0.5 2025-12-19 https://www.toistersolutions.com/blog/2014/12/19/take-a-break-and-recharge monthly 0.5 2025-12-19 https://www.toistersolutions.com/blog/2013/12/19/top-5-next-level-customer-service-posts-of-2013 monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1387471145960-MNWW6OORAVJFHTGT32E5/newshock.jpg Inside Customer Service blog - Top 5 Next Level Customer Service Posts of 2013 Top 5 Posts of 2013 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1387471215777-KA26I9WNC4K41P0I3H2Q/informationoverload.jpg Inside Customer Service blog - Top 5 Next Level Customer Service Posts of 2013 https://www.toistersolutions.com/blog/2013/12/16/heres-what-your-contact-center-agents-are-really-thinking monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1387334759971-I2M45HT62PIHHZKYAWN1/image-asset.jpeg Inside Customer Service blog - Here's what your contact center agents are really thinking Do you know what your contact center agents are thinking? https://www.toistersolutions.com/blog/2013/12/12/corporate-cultures-hidden-influence-on-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1386871103528-07FUEGL991RDMMGOE55E/engagement.jpg Inside Customer Service blog - Corporate culture's hidden influence on customer service Culture has unseen influence on our behavior. https://www.toistersolutions.com/blog/2013/12/10/engaging-customers-via-social-media-get-a-personality monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1386699223398-O9W4D02XPXUKI7KY25FE/socialmediacover.jpg Inside Customer Service blog - Engaging customers via social media? Get a personality. What's your social media personality? https://www.toistersolutions.com/blog/2013/12/5/five-new-ways-to-quickly-improve-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1386272724101-B7NN2KH92Y2UUHEUAHX1/growth.jpg Inside Customer Service blog - Five New Ways to Quickly Improve Customer Service There aren't any shortcuts in customer service. Or are there? https://www.toistersolutions.com/blog/2013/12/3/advertising-great-service-is-like-al-capones-vault monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1386112136492-CDG12JW99PA5BLSZJ7TZ/greatservice.png Inside Customer Service blog - Advertising great service is like Al Capone's Vault Beware of advertising great customer service. https://www.toistersolutions.com/blog/2013/11/25/how-to-get-better-service-while-christmas-shopping monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1385422157178-W6XZIH66OPDXZDQ02VDM/shopping.jpg Inside Customer Service blog - How to get better service while Christmas shopping A few simple tips can help you enjoy your holiday shopping. https://www.toistersolutions.com/blog/2013/11/19/three-essential-steps-to-improve-employee-performance monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1384884381985-KGEQZ5S3MMOA5NVSQEI6/growth.jpg Inside Customer Service blog - Three essential steps to improving employee performance Are your employees maximizing their potential? https://www.toistersolutions.com/blog/2013/11/14/5 monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1384458009770-EXCU85NG8X3LDUPZ90GA/callcenter.jpg Inside Customer Service blog - 5 Ways to Train Contact Center Agents Faster Faster (and better) training is possible! https://www.toistersolutions.com/blog/2013/11/11/improve-your-service-instincts-with-this-simple-technique monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1384212120808-RXLAHWCZR60QUMU4I3BW/paths.jpg Inside Customer Service blog - Improve your service instincts with this simple technique Honing your instincts can help you choose the right path.  https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1384211532127-56JCSIKMRDWCS64EV2WX/kolb.png Inside Customer Service blog - Improve your service instincts with this simple technique https://www.toistersolutions.com/blog/2013/11/7/contact-center-conference-fall-2013-re-cap monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1383846768810-Z0ZBOARIF6KLJLECMWCI/audience.jpg Inside Customer Service blog - Contact Center Conference Fall 2013 Re-cap The Fall 2013 Contact Center Conference was a hit. https://www.toistersolutions.com/blog/2013/11/4/new-training-video-leading-a-customer-centric-culture monthly 0.5 2025-12-19 https://www.toistersolutions.com/blog/2013/10/30/the-biggest-myth-in-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1383149734581-FN8H7THKNJL3E08XA64E/service.jpg Inside Customer Service blog - The Biggest Myth in Customer Service https://www.toistersolutions.com/blog/2013/10/28/communicate-better-blog-coffee-customer-service-hangout monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1383012518641-D2KY3H3MPV8SFA43PU8O/image-asset.jpeg Inside Customer Service blog - Communicate Better Blog Coffee & Customer Service Hangout Image source: Flickr / Pete Simon https://www.toistersolutions.com/blog/2013/10/23/day-3-re-cap-icmis-2013-call-center-demo-conference monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1382569416835-TRE92TC3ZELNDMRS36F9/CCDemo_logo-noflag.jpg Inside Customer Service blog - Day 3 Re-cap: ICMI’s 2013 Call Center Demo & Conference https://www.toistersolutions.com/blog/2013/10/22/day-1-2-re-cap-icmis-2013-call-center-demo-conference monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1382483644079-UKH7ZREJCH7CFQH2A830/CCDemo_logo-noflag.jpg Inside Customer Service blog - Day 1 & 2 Re-cap: ICMI’s 2013 Call Center Demo & Conference https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1382483222565-VEJ26WJN6HBXO5K2RQW7/IMG_1458.JPG Inside Customer Service blog - Day 1 & 2 Re-cap: ICMI’s 2013 Call Center Demo & Conference https://www.toistersolutions.com/blog/2013/10/17/why-gamification-doesnt-play-with-customer-service-employees monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1382031625711-LHW2C173XHLAG3AFS29H/award.jpg Inside Customer Service blog - Why gamification doesn't play with customer service employees Gamification can focus employees on awards, not service. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1382030883258-RVW68Q6TNEU7ZD1J7WAW/image-asset.png Inside Customer Service blog - Why gamification doesn't play with customer service employees Source: Freshdesk https://www.toistersolutions.com/blog/2013/10/14/how-to-keep-hot-potatoes-from-burning-your-customers monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1381782383638-B5L3VB1NVE46BQ4AHL6A/image-asset.jpeg Inside Customer Service blog - How to keep hot potatoes from burning your customers Image source: Flickr / Ian Burt https://www.toistersolutions.com/blog/2013/10/9/why-customer-service-isnt-our-top-priority monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1381377354784-Y1PIJB5VM2X1VNG0E0RY/image-asset.png Inside Customer Service blog - Why Customer Service Isn't Our Top Priority Source: Wikipedia (author unknown) https://www.toistersolutions.com/blog/2013/10/7/what-we-can-learn-from-customer-service-benchmarks monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1381195338277-1KMUGHWFKANL9JY5RXH2/measurement.jpg Inside Customer Service blog - What we can learn from customer service benchmarks Benchmarking can help you improve customer service. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1381195479470-9NO6TH5P3HGJAB7C06EC/image-asset.gif Inside Customer Service blog - What we can learn from customer service benchmarks Source: American Customer Satisfaction Index https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1381195616905-Q1VZHE7VUQJX5O6M3U9R/image-asset.gif Inside Customer Service blog - What we can learn from customer service benchmarks Source: American Customer Satisfaction Index https://www.toistersolutions.com/blog/2013/9/30/confirmation-bias-and-the-power-of-first-impressions monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1380595526093-TGB0YGLVOOE3PV9JVB4M/hotelguest.jpg Inside Customer Service blog - Confirmation Bias and The Power of First Impressions First impressions set the tone.  https://www.toistersolutions.com/blog/2013/9/24/jedi-mind-tricks-for-reducing-customer-wait-time monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1380031059121-91W5UNGWGCQANCXVG7W0/clock.jpg Inside Customer Service blog - Jedi mind tricks for reducing customer wait time Image of a clock about to strike 12. https://www.toistersolutions.com/blog/2013/9/19/how-often-do-you-talk-about-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1379597725578-OKMIR09WOKWEAFWKUSKH/meetingbiz.jpg Inside Customer Service blog - How often do you talk about customer service? How often do you talk about customer service? https://www.toistersolutions.com/blog/2013/9/16/reis-tighter-return-policy-is-still-customer-friendly monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1379393767220-D9QWV49TLOISSJADKT5M/dogbeach.JPG Inside Customer Service blog - REI's tighter return policy is still customer-friendly I take my dog to the beach more often thanks to a purchase encouraged by REI's generous return policy. https://www.toistersolutions.com/blog/2013/9/12/how-detoxing-our-brains-can-improve-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1378999332420-M6FDWGQIPQXOWBCYC9NF/informationoverload.jpg Inside Customer Service blog - How Detoxing Our Brains Can Improve Customer Service A constant stream of information can be overwhelming. https://www.toistersolutions.com/blog/2013/9/9/signs-that-a-service-failure-lies-ahead monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1378737044528-IN1P2X4B4P4S55X1DAJM/rules3.png Inside Customer Service blog - Signs that a service failure lies ahead https://www.toistersolutions.com/blog/2013/8/29/5-ways-to-hire-faster monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1377803293081-AJ6I35ZO30I2Z6P2K84N/handshake2.jpg Inside Customer Service blog - 5 Ways to Hire Faster Hiring the right people takes time, but there are shortcuts. https://www.toistersolutions.com/blog/2013/8/28/emotions-the-next-frontier-in-customer-service-efficiency monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1377711667607-P0SWT2JN2B4DQ4MN5OOP/conformity.jpg Inside Customer Service blog - Emotions: the next frontier in customer service efficiency It's not always easy to act happy. https://www.toistersolutions.com/blog/2013/8/26/why-experience-can-be-a-liability-in-customer-service monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1377575880268-FUQQ28YR79NYP3382FGT/DSC07746.JPG Inside Customer Service blog - Why experience can be a liability in customer service The legendary Tommy at the Strathisla Distillery in Scotland. https://www.toistersolutions.com/blog/2013/8/20/how-could-they-miss-that monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1377031173738-C7I17CNXWXEDKA91G143/disgust.jpg Inside Customer Service blog - How could they miss that?! How could they miss these obvious housekeeping issues?  https://www.toistersolutions.com/blog/2013/8/19/5-reasons-why-angry-customers-dont-complain monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1376974058269-6ZLDYGXM5K5ZGLAM5C80/shh.jpg Inside Customer Service blog - 5 Reasons Why Angry Customers Don't Complain Does your company discourage customer complaints? https://www.toistersolutions.com/blog/2013/8/13/why-employees-dont-pass-along-customer-complaints monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1376420856520-X4CB4ICSM0JF2BVFK3ZY/shh.jpg Inside Customer Service blog - Why employees don't pass along customer complaints Are your employees silent about customer complaints? https://www.toistersolutions.com/blog/2013/8/12/why-customer-service-reps-arent-friendly monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1376324190005-3IA0D56J4VM70C9ZSBAY/callcenteranger.jpg Inside Customer Service blog - Why customer service reps aren't friendly Why is it so hard for customer service reps to be friendly? https://www.toistersolutions.com/blog/2013/8/7/how-to-work-faster-with-less-knowledge monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1375894041583-E11D7AUXPONI0EASWRGY/forgetful.jpg Inside Customer Service blog - How to work faster with less knowledge Employees can have a hard time memorizing data and often forget important information. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1375893885889-G42MQJ8FZMZVU48Z87UQ/windmill.JPG Inside Customer Service blog - How to work faster with less knowledge https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1375893949324-FFVBDNTFDG8K3273E79U/windmillsign.jpg Inside Customer Service blog - How to work faster with less knowledge https://www.toistersolutions.com/blog/2013/8/6/4-ways-memorization-hurts-performance monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1375803305981-ZM9Q6ZEYH3Y26Q6PQW7A/forgetful.jpg Inside Customer Service blog - 4 Ways Memorization Hurts Performance https://www.toistersolutions.com/blog/2013/7/29/boost-performance-with-scenario-based-training monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1375129803465-L102Y7HA3C1CBOMCC07E/buildingblocks.png Inside Customer Service blog - Boost performance with scenario based training https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1375129884644-EEWCPVRE03RAAFXP2XCR/scenario.png Inside Customer Service blog - Boost performance with scenario based training https://www.toistersolutions.com/blog/2013/7/29/how-unfriendly-service-gets-crowd-sourced monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1375128670979-UYI6RUILZXXA091WCU2X/Pyles.JPG Inside Customer Service blog - How unfriendly service gets crowd-sourced The Pyles Peak trail head. https://www.toistersolutions.com/blog/2013/7/22/dont-let-icebergs-sink-your-service-ship monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1374504903077-OO5NVKYKOCCMVGWQIDCY/first+book.jpg Inside Customer Service blog - Don't let icebergs sink your service ship I was excited to hold my first book, blissfully unaware of the iceberg. https://www.toistersolutions.com/blog/2013/7/17/do-you-have-a-customer-service-canary monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1374086620677-DYZYCUXV178079F8DAJG/canary.jpg Inside Customer Service blog - Do you have a customer service canary? https://www.toistersolutions.com/blog/2013/7/15/the-top-5-viral-service-failure-videos monthly 0.5 2025-12-19 https://www.toistersolutions.com/blog/2013/7/11/do-your-service-channels-have-multiple-personalities monthly 0.5 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1373556402776-R5GCNARD2B9XQ27K99JB/personalities.jpg Inside Customer Service blog - Do your service channels have multiple personalities? 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Surveys Customer filling out an online survey https://www.toistersolutions.com/culture daily 0.75 2024-02-02 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1439584363835-EZN2R7S855NSHK42HO5X/service+culture.jpg Service Culture Consulting A strong service culture acts like a compass to point all employees in the same direction. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1439584363835-EZN2R7S855NSHK42HO5X/service+culture.jpg Service Culture Consulting A strong service culture acts like a compass to point all employees in the same direction. https://www.toistersolutions.com/about daily 0.75 2026-02-13 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/66fcd8b7-e563-4c3a-be73-3bc6c01db67c/Jeff_Toister_headshot_web.jpg About Jeff Toister is an author, consultant, and customer service trainer. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1604439923112-2DJNH3959LJZZ3RQJ5JE/culture_guide.jpg About Overlooking a desert vista. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1604439622584-87B6STN0LUCQTJFX3KZ7/guide.jpg About Jeff Toister hiking on a quiet mountain trail. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1604440334009-Q1FAMVSXZDDLW65NDTSQ/desert_view.jpg About A view of desert dunes just before sunset. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/c7af7f83-ffa7-457b-9dac-b61bea0b3ae6/stonewall+peak.jpg https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1604439923112-2DJNH3959LJZZ3RQJ5JE/culture_guide.jpg https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1604439622584-87B6STN0LUCQTJFX3KZ7/guide.jpg https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/405a3e55-b642-4595-85da-f45882003dbb/mountain+vista.jpg https://www.toistersolutions.com/engagement daily 0.75 2019-08-29 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1456181440934-H3V1ZP40D3PBA4QDDB6A/image-asset.jpeg Employee Engagement https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1456181440934-H3V1ZP40D3PBA4QDDB6A/image-asset.jpeg Employee Engagement https://www.toistersolutions.com/burnout daily 0.75 2026-02-01 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/2cc12fba-f8fc-4bf7-a8a2-005c1278808f/Burnout+2023.png Contact Center Agent Burnout https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/2cc12fba-f8fc-4bf7-a8a2-005c1278808f/Burnout+2023.png Contact Center Agent Burnout https://www.toistersolutions.com/thankyou daily 0.75 2024-10-04 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1484412319642-I6TM87FZ9SH40EIDCAYQ/image-asset.jpeg Thank You Letter Challenge https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1484412319642-I6TM87FZ9SH40EIDCAYQ/image-asset.jpeg Thank You Letter Challenge https://www.toistersolutions.com/serviceculturebook daily 0.75 2019-11-15 https://www.toistersolutions.com/media daily 0.75 2026-03-18 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/421259c6-1699-4834-9781-37e8b351af29/Jeff_Toister_Headshot.jpg https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/421259c6-1699-4834-9781-37e8b351af29/Jeff_Toister_Headshot.jpg Resources for Event Planners Customer service keynote speaker Jeff Toister https://www.toistersolutions.com/training daily 0.75 2024-10-04 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1612043804015-0PA3KJ7OBNI5KSCAHFXP/ICMI_presentation_2017_wide.jpg Training Jeff Toister delivering an interactive presentation. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1397846391282-D32Q0F1EHMOLNJHD3F6U/image-asset.jpeg Training Watching a training video on a mobile phone https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1612043804015-0PA3KJ7OBNI5KSCAHFXP/ICMI_presentation_2017_wide.jpg Training Jeff Toister delivering an interactive presentation. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1397846304292-OD3YJ9Y7IKZ0QDSKZFAW/image-asset.jpeg Training Interactive customer service webinar for remote employees https://www.toistersolutions.com/onsite daily 0.75 2019-03-01 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1397844692274-5IKBPHJ3I8LSJ8FE8PUO/image-asset.jpeg Onsite Customer Service Training https://www.toistersolutions.com/webinars daily 0.75 2022-01-21 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1397841464570-85QUWX1CF764X7BXHFZO/image-asset.jpeg Customer Service Training Webinars https://www.toistersolutions.com/journey daily 0.75 2026-02-20 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/56697e3e-c056-44a7-8178-15894e9cd460/ServiceCulture-3dStacked.jpeg https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1634818303784-IX48YAEA5WE4B4QG8J6I/service+culture+3d.jpeg https://www.toistersolutions.com/vision-request-confirmation daily 0.75 2018-05-07 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1403638027146-P1CFRMXB3EXRNIOESS38/image-asset.jpeg Vision Request Confirmation https://www.toistersolutions.com/vision daily 0.75 2024-10-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1372375955753-8STVLOQ9Q1DG7ZZQOTTM/journey.jpg Write a Customer Service Vision https://www.toistersolutions.com/books daily 0.75 2026-03-11 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/37f458c0-384a-403e-8668-ef744b823cb9/HumanService-C1.jpg https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/4568963f-e526-4b96-85e2-00fc4eeda088/GCE-Cover.jpg https://www.toistersolutions.com/empowerment daily 0.75 2023-02-18 https://www.toistersolutions.com/hiring daily 0.75 2023-02-18 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1676742665271-D5GC5PAE6UIE3V5X1REG/Culture_Jobs_2023_Twitter.jpg Hiring https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1676742935238-T78SOPROPN4TS5WMP7KP/Culture_Decline_Twitter+2023.jpg Hiring https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1676742941541-HXMZGFRWBSO6IJ17LEGS/Culture_Quit_Twitter+2023.jpg Hiring https://www.toistersolutions.com/profile daily 0.75 2024-10-05 https://www.toistersolutions.com/hidden daily 0.75 2024-10-04 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1563828543866-1H5AZGONPOJR5DNO04T1/obstacles.jpg Hidden Obstacles to Outstanding Customer Service A person navigating over obstacles to achieve their goal. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1563828543866-1H5AZGONPOJR5DNO04T1/obstacles.jpg Hidden Obstacles to Outstanding Customer Service A person navigating over obstacles to achieve their goal. https://www.toistersolutions.com/assessment daily 0.75 2025-12-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1420829768263-07QKH4VSO8GQAJWOKJLA/intelligence.jpg Service Culture Assessment https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1420829973349-9FESC9K2D3QT0KNYJKPA/assessment Service Culture Assessment Business person using a tape measure to assess customer service https://www.toistersolutions.com/videoclub daily 0.75 2020-05-21 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1584656994661-WIBAE6CF0O94QRAJ0N8Y/videowatcher.jpg Training Video Club A professional is watching a training video on a laptop computer. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1584656994661-WIBAE6CF0O94QRAJ0N8Y/videowatcher.jpg Training Video Club A professional is watching a training video on a laptop computer. https://www.toistersolutions.com/readinglist daily 0.75 2021-04-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1617659053535-VV69NPDC4U5X406CVA51/GCE-Cover.jpg Recommended Reading Book cover for The Guaranteed Customer Experience https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1617659053535-VV69NPDC4U5X406CVA51/GCE-Cover.jpg Recommended Reading Book cover for The Guaranteed Customer Experience https://www.toistersolutions.com/webinartools daily 0.75 2020-09-25 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586203880768-9OSKRL0GU841ED3FX1AP/webinar.jpg Low-Cost Webinar Equipment Computer keyboard with a “webinar” button on it. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586204884466-KC5AT46K661CMVP5OAYH/ear+pods.jpg Low-Cost Webinar Equipment The earbuds that came with your phone can be used when facilitating a webinar. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586205775096-DTL6UQISPN7HGIP5O6O0/Yeti.jpg Low-Cost Webinar Equipment Blue Yeti microphone https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586206675230-6HRVKPKV4VB82PU7DKQL/sennheiser.jpg Low-Cost Webinar Equipment Sennheiser SDW 5066 headset and microphone. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586208201147-AFUFXVG2Z3S15LR68DO8/web+cam.jpg Low-Cost Webinar Equipment Built-in webcam https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586208774536-NSL8F12U2LITRKR390WQ/logitech.jpg Low-Cost Webinar Equipment Logitech webcam mounted on top of a computer monitor. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586210338872-7O21YC6L6KUAPX9TQS6U/lume+cube.jpg Low-Cost Webinar Equipment Lume Cube Air https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586210421092-Y2W1HBMT8AHREEPG9PL6/lume+cube+2.jpg Low-Cost Webinar Equipment Lume Cube mounted to a laptop. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1601074187260-Q5APSEC4RC9MJYR7QANZ/ring_light.jpg Low-Cost Webinar Equipment AXIPI ring light https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586203880768-9OSKRL0GU841ED3FX1AP/webinar.jpg Low-Cost Webinar Equipment Computer keyboard with a “webinar” button on it. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586204884466-KC5AT46K661CMVP5OAYH/ear+pods.jpg Low-Cost Webinar Equipment The earbuds that came with your phone can be used when facilitating a webinar. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586205775096-DTL6UQISPN7HGIP5O6O0/Yeti.jpg Low-Cost Webinar Equipment Blue Yeti microphone https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586206675230-6HRVKPKV4VB82PU7DKQL/sennheiser.jpg Low-Cost Webinar Equipment Sennheiser SDW 5066 headset and microphone. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586208201147-AFUFXVG2Z3S15LR68DO8/web+cam.jpg Low-Cost Webinar Equipment Built-in webcam https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586208774536-NSL8F12U2LITRKR390WQ/logitech.jpg Low-Cost Webinar Equipment Logitech webcam mounted on top of a computer monitor. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586210338872-7O21YC6L6KUAPX9TQS6U/lume+cube.jpg Low-Cost Webinar Equipment Lume Cube Air https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1586210421092-Y2W1HBMT8AHREEPG9PL6/lume+cube+2.jpg Low-Cost Webinar Equipment Lume Cube mounted to a laptop. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1601074187260-Q5APSEC4RC9MJYR7QANZ/ring_light.jpg Low-Cost Webinar Equipment AXIPI ring light https://www.toistersolutions.com/pricing daily 0.75 2025-02-19 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1717859636636-YIB93J7EXZBLYOZYALDJ/Keynote+demo+reel.png Pricing Keynote speaker Jeff Toister https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605642442271-E52SDPTQ6ED2SDM54D0T/Jeff_Toister_Dublin.jpeg Pricing Jeff Toister and his dog, Dublin. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1717859636636-YIB93J7EXZBLYOZYALDJ/Keynote+demo+reel.png Pricing Keynote speaker Jeff Toister https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605642442271-E52SDPTQ6ED2SDM54D0T/Jeff_Toister_Dublin.jpeg Pricing Jeff Toister and his dog, Dublin. https://www.toistersolutions.com/keynotes daily 0.75 2026-02-01 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/e63a21dc-b70e-4b58-8c57-c5c239923991/imgg-demo-ewtBxNR1.png Keynotes https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1605648053404-C7Z9X74R250A4T2S8E4K/Jeff+Toister+comparison+chart.png Keynotes Chart comparing Jeff to other speakers https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/6ff5fb06-84f8-44fd-82fb-42e32cf7a6ea/Jeff_Toister_Headshot+800x800.jpg Keynotes Cover photo of keynote speaker Jeff Toister https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1766164302557-ZUDFF0PLLMNK6EV1B9LP/unsplash-image-F2KRf_QfCqw.jpg https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/9a63bbd6-bc21-4f82-a9b8-7752dd9ebbb2/jeff-toister-keynote-speaker-stage.jpeg https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1766165441053-5UP0PT77NRLVUCX64RIH/unsplash-image-zt6OxRORM2g.jpg https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/d927c34e-24d8-4f3b-b864-48941b26357c/jeff-toister-customer-service-keynote.jpg https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/86720f3e-940a-48de-96f4-9eacf0cb8abe/audience_room.jpg https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/fbcc3140-54fd-41d6-b2f7-5f6a6526c7d7/jeff-toister-breakout-session.jpg https://www.toistersolutions.com/autograph daily 0.75 2026-02-01 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1616425303240-ETWB0BKQWETH0S4G7YGM/TPS4Books-1200x630px.jpg Get your book by Jeff Toister signed Cover images of Jeff Toister’s books. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1616425303240-ETWB0BKQWETH0S4G7YGM/TPS4Books-1200x630px.jpg https://www.toistersolutions.com/virtual daily 0.75 2021-05-05 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1608161349021-4XQZPBGB6HUO9U945JVH/online+vision+meeting.jpg Virtual Presentation Resources - 9 Ways to Interact with a Virtual Audience A presenter is engaging with a virtual audience via a web conference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1608161349021-4XQZPBGB6HUO9U945JVH/online+vision+meeting.jpg Virtual Presentation Resources - 9 Ways to Interact with a Virtual Audience A presenter is engaging with a virtual audience via a web conference. https://www.toistersolutions.com/guarantee daily 0.75 2026-02-09 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1612195558259-2MFUF8M1RMRRSL3YYM7U/GCE_cover_stacked.jpg The Guaranteed Customer Experience Cover image for The Guaranteed Customer Experience https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1612195558259-2MFUF8M1RMRRSL3YYM7U/GCE_cover_stacked.jpg https://www.toistersolutions.com/expectations daily 0.75 2024-10-05 https://www.toistersolutions.com/diagnostic daily 0.75 2026-01-12 https://www.toistersolutions.com/toxic daily 0.75 2026-02-01 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/66f65668-f916-4165-8c56-303be2fd1b22/cardoor.jpg Toxic Customer Service Employees Two cars are parked next to each other. The car on the left has parked so close to the other car that the car on the right can’t open its door on the driver’s side. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/66f65668-f916-4165-8c56-303be2fd1b22/cardoor.jpg https://www.toistersolutions.com/service-culture-training daily 0.75 2023-02-18 https://www.toistersolutions.com/journey-assessment daily 0.75 2025-12-23 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/8389e53e-5f0b-45d9-8316-b73edbc5379e/arrow_web_300.jpeg Service Culture Assessment An image of an arrowhead. One half is black and the other half is green. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/affd0a90-1703-4d9d-ac9b-122040e04239/arrow_web-transparent.png https://www.toistersolutions.com/coaching daily 0.75 2025-10-18 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/98680bb4-e341-44f6-a744-b535deea7dab/1.png Service Culture Coaching - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/da843137-d2a7-4a54-ac90-92873e390729/2.png Service Culture Coaching - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/98680bb4-e341-44f6-a744-b535deea7dab/1.png Service Culture Coaching - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/da843137-d2a7-4a54-ac90-92873e390729/2.png Service Culture Coaching - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/98680bb4-e341-44f6-a744-b535deea7dab/1.png Service Culture Coaching - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/da843137-d2a7-4a54-ac90-92873e390729/2.png Service Culture Coaching - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/98680bb4-e341-44f6-a744-b535deea7dab/1.png Service Culture Coaching - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/da843137-d2a7-4a54-ac90-92873e390729/2.png Service Culture Coaching - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/66fcd8b7-e563-4c3a-be73-3bc6c01db67c/Jeff_Toister_headshot_web.jpg Service Culture Coaching Jeff Toister is an author, consultant, and customer service trainer. https://www.toistersolutions.com/mission daily 0.75 2025-05-15 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/66fcd8b7-e563-4c3a-be73-3bc6c01db67c/Jeff_Toister_headshot_web.jpg Write a customer-focused mission statement Jeff Toister is an author, consultant, and customer service trainer. https://www.toistersolutions.com/trainthetrainer daily 0.75 2025-11-10 https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/d31ebe9a-e03a-4ff1-bbb1-81052b6ecf5a/Jeff_Toister_Headshot+800x800.jpg Customer Service Train-the-Trainer - 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Make it stand out Customer Service Tip of the Week book cover image. https://www.toistersolutions.com/gap daily 0.75 2025-08-13 https://www.toistersolutions.com/home daily 1.0 2026-01-02 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/e63a21dc-b70e-4b58-8c57-c5c239923991/imgg-demo-ewtBxNR1.png The Service Culture Guide https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/f6312c18-8b65-409b-bd70-7f6d9a02a6f8/AmRisc+2025+-219.jpg https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/9704e0ec-46b4-447e-988f-817c4e92ecfa/almost_there.jpg https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/b95b56c6-15ae-463b-8516-0bb2b2ed2031/Alliant_Logo.png The Service Culture Guide https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/5b631ec4-df35-4430-9603-c98420f8a165/ICMI-Logo-Blue.png The Service Culture Guide https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/90420ebf-b3a5-48bf-a91e-1280b426550d/Slack-logo-RGB-wclearspace.png The Service Culture Guide https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/4c6316f1-fafa-4c23-8b54-7129f21220b9/yelp_logo.png The Service Culture Guide https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/2eba4cb5-3e1d-4b92-ad40-1699b3f9491f/Toister_Alliant_w.jpeg The Service Culture Guide Jeff Toister delivering a keynote presentation. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/1589399534678-IKBC4H0PB6GTYCEXHZLP/029-6x9-3-BookS-TOISTER_front.jpg The Service Culture Guide Customer service books by Jeff Toister. https://images.squarespace-cdn.com/content/v1/51a615dbe4b0643b1caad822/5206cb74-c632-4919-873a-2809aae39d4f/LinkedIn_Learning_web.png The Service Culture Guide Jeff Toister descending down a mountain trail into a valley. https://www.toistersolutions.com/responsetime daily 0.75 2025-12-19 https://www.toistersolutions.com/404 daily 0.75 2026-01-01