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Toister Performance Solutions

Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service

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Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered. Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as:Company cultures that unwittingly discourage excellent customer service.Employees torn between following policy or serving the customer.Cost reduction efforts that actually increase the cost of service.Poor products and services that make it impossible to satisfy customers.Bad habits that make it difficult to listen to customers' needs.Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service. Note: This is a second edition. The first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. Read more

Publisher ‏ : ‎ Toister Performance Solutions


Publication date ‏ : ‎ March 15, 2019


Language ‏ : ‎ English


Print length ‏ : ‎ 228 pages


ISBN-10 ‏ : ‎ 0578433362


ISBN-13 ‏ : ‎ 63


Item Weight ‏ : ‎ 10.9 ounces


Dimensions ‏ : ‎ 6 x 0.52 x 9 inches


Best Sellers Rank: #2,613,557 in Books (See Top 100 in Books) #323 in Six Sigma Quality Management #856 in Service Industry (Books) #1,307 in Customer Relations (Books)


#323 in Six Sigma Quality Management:


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Top Amazon Reviews

    • An Excellent Business Resource
If you'd like to improve the customer service at your company, read this book and learn how to overcome the obstacles listed in it. Along with the "antidotes" to those obstacles are vivid real-life examples and ways to define and reinforce your service vision. Highly recommended!
Reviewed in the United States on December 30, 2022 by Billy Brophy
    • Practical and useful
Practical book that guides you when you need ideas for vetter customer service.
Reviewed in the United States on November 19, 2023 by Kay
    • Toister Has Another Winner
Finally, a customer service book that focuses on the all-important "T" in an organization's strategy SWOT (strengths, weaknesses, opportunities and threats). Get ready to be surprised at the obstacles to great service hiding in plain sight. With poignant stories, stunning concepts, and practical wisdom, Toister's latest book is one that "gets customer service books right!" ... show more
Reviewed in the United States on April 1, 2019 by Chip R. Bell
    • Great price!
Excited to read this one!
Reviewed in the United States on January 10, 2021 by Brandy Bridgham
    • Must read
Was able to use these ideas at my work for employee appreciation and motivation
Reviewed in the United States on September 1, 2019 by Lisarogers
    • Well Organized Insights on Customer Service
I like how this book talks about customers who are wrong or even immoral and gives a good and honest look on whay to do about it vs. simply treating all customers well, as bad or nasty customers should not be rewarded for outrageous behavior at the expense of the business, yet at the same time the business should consider forgiveness to customers who make honest mistakes. Of course, businesses should seek to create environments which minimize these problems which lead a customer to err when possible. I found it worth reading for getting a better understanding of this as well as quite a few other useful rules and principles that I have not mentioned here. One critique is that customers may be interested in a conversation one customer has with a business on an issue the customer has vs. always making it private, as it can inform other customers as to how a business deals with a problem, as arguably all businesses with many customers will inevitably run into problems that a customer has. I think a powerful motto is, "We strive to make a mistake only once." ... show more
Reviewed in the United States on April 18, 2020 by Kindle Customer
    • A relatable and practical book on how to create positive customer service culture
What I love about this book is the personal connection the author has to the topic. His first job was serving customers in a store, he shares his personal experiences with service that were positive and not so positive, as well as examples from companies he helped as a consultant. This makes the book incredibly relatable, and it's also easy to read. That said, the book is also peppered with data and facts. It also outlines scientific reasons into why customers and employees behave the way they do in service situation, which helps understand why negative experiences are created in the first place. The book has a number of solutions and strategies that will drive positive outcomes, and tells you which strategies one should avoid. Customer service leaders will also appreciate countless stories and examples they can use to train and educate their staff. ... show more
Reviewed in the United States on March 29, 2019 by Amazon Customer
    • Rich with research, case studies and common sense
As a customer behavior research wonk, I appreciate backup rather than unbacked assertions. Toister provides support for his principles and good case studies to illustrate. The guts of the book are ten barriers to service delivery that are granular and recognizable. Each is accompanied with strategies for mitigation or elimination. My favorite is Mutually Assured Dissatisfaction. This is where a broken process assures that both the customer and employee will be frustrated. You could easily assign each barrier to a team of service reps and challenge them to come back with strategies for addressing it. The book is an easy read which will be welcomed and embraced by all levels of the company. ... show more
Reviewed in the United States on April 3, 2019 by John A. Goodman

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