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

by Jeff Toister

Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.

In short, imagine a workplace culture where employees were absolutely obsessed with customer service.

The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you’re just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You’ll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.

Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service.

Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction.

Genres: Business, Management, Buisness, Nonfiction, Leadership, Personal Development, Professional Development

188 pages, Paperback

Published April 4, 2017

About the author

JEFF TOISTER is an author, consultant, and trainer who helps customer service teams unlock their hidden potential.

Reviews

[Leila Hanaumi · Rating 5 out of 5]

This book is a must-read for anyone that has a hand in shaping their organization's culture, brand, and inevitably–success. Especially for those who run teams that handle front-line interactions with customers or company-wide communications, it is imperative that they understand that every single interaction with customers is a potential win that, collectively, can create a strong base of loyal customers, leading to a customer-centric brand that everyone loves.

"Culture is the sum of all the things we do in an organization." (p. 14)

A recurring theme is thoroughness and repetition. Creating a positive customer-centric culture requires looking at all aspects in an organization, and doing it again and again. Toister draws from very real and very applicable examples from familiar companies, and then supplements these inspirational–and cautionary–stories with a clear guideline on discovering your organization's unique values and how to articulate them through authentic actions.

After reading this book, it is clear how much work I have to do in my area at work, which is brand communications, but I am also feeling motivated, because–after many months of working and re-working my company's new mission statement–I finally see the light at the end of the tunnel. Not only do I have multiple fresh ideas running through my head, I also now have a process that will help me see them through. Can't wait to get started!

[Leah · Rating 3 out of 5]

It has some good points, worth a read. At some points, it feels like the author is advertising some of the businesses discussed in the book instead of speaking purely on their good habits. I wish that the author delved more into what not to do, and what to do if it goes south. There's quite a bit that could be expanded, not once in the book the author say what sustainability is, which is ironic seeing as that's the point of the book. It's also clearly written by somebody who views those who are not in management positions are replaceable, and commends those who outsource work in an effort to save money.

Please don't give out your personal phone numbers to strangers, that's weird and your boss shouldn't encourage you do to the same.

The main takeaway is that you need to train your employees to do the job.

"Your strategic decisions must be aligned with the culture and the customer service vision if you want a customer-focused organization. All too often, leaders unconsciously undermine the culture they’re trying to create by making a decision that doesn’t fit the culture. This is almost always done to chase some sort of short-term financial advantage."

[Jason Wellnitz · Rating 4 out of 5]

Has good content on rebuilding culture structure. The ideas are not small changes, they require massive buy in from leadership and staff. Most of the book was examples of what others have done well or not and explaining that there is no cookie cutter method to improving service culture. Could have done with less examples and rehashing of ideas from others and more with steps and guidelines to execute a proper plan. But overall good content.

[Wally · Rating 4 out of 5]

Another view of the Career Visioning Process

A very good book on the importance of culture as a key part of what makes great businesses extraordinary businesses. Lots of great examples and downloadable templates to help any business leader create, grow and embody a powerful productive culture.

[المهند السبيعي · Rating 3 out of 5]

It is hard to understand the challenge of changing orgnization's culture without getting exposed to real-life examples, I found this book interesting and it is a must to read book by CEO's ... Because they are the focal point that dermines success or failure in culture change program.

[William Brophy · Rating 5 out of 5]

Highly Recommended!

If you'd like to create change in your business culture so it focuses more on delighting customers, read this book with your team and begin implementing it's advice asap! It's filled with wisdom in order to pull this outcome off.

[Joey Carls · Rating 5 out of 5]

Jeff Toister is obviously a leader in customer service and this book provides a very good high-level guide to fostering a service-minded culture. I would recommend this for managerial/executive leaders as it is focused more on strategy and less on day-to-day tactics.

[Tamara Whitters · Rating 4 out of 5]

Quite useful

I actually enjoyed this book since it was full of examples and step by step ways to best utilize the information

[Michelly Veloso · Rating 3 out of 5]

It could be better, more practical.

[Jose Sandino B. · Rating 5 out of 5]

Fantastico!

Es una clase magistral sobre atención al cliente a su máximo nivel. Detalles de como establecer un equipo de personas para ello está bien explicado.

[Todd Cheng · Rating 2 out of 5]

okay

[Amy · Rating 3 out of 5]

Lots of practical tips and observations. Nothing mind blowing, but a solid read and a good place to start.

[Carlee · Rating 4 out of 5]

Good guide to building up a service culture, with examples from the real world.

[Sue · Rating 3 out of 5]

Instructional. Made a lot of sense .

[Simon Rohr · Rating 4 out of 5]

Became a good read after the first few chapters.

[Kathy Rohrs · Rating 4 out of 5]

Especially helpful as a young business with a culture that is not “locked in” yet.

[Jeremy Schmucker · Rating 4 out of 5]

Practical!

[g clark · Rating 5 out of 5]

I love how the case studies make it more applicable.

[Van Gonzalez · Rating 3 out of 5]

As the Lead Trainer & Customer Service Specialist for my company, I appreciated the real-life stories Jeff included to highlight superb customer service practices and companies who make great service their entire culture. It was refreshing to see companies I enjoy supporting, like REI, included. Overall, the book contained great tips and points but was not as in-depth as I hoped it would be. All in all it's still a good read, especially if your job requires you to communicate with clients in any capacity. If you're lucky, like me, you'll appreciate that your company has already been implementing the service culture and making excellent service their main identity.