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Author Toister, Jeff

Title Managing a Customer Service Team.[lynda.com electronic resource]

Publication Info. ©2015
Carpenteria, CA lynda.com, 2015.
QR Code
Playing Time 01:32:41
Note 03/02/2015
Contents Discover how to lead customer service teams to greatness.
Performer Jeff Toister is a customer service expert and president of Toister Performance Solutions, Inc., a consulting firm that has helped companies improve customer service at the highest level for more than 20 years. His clients include Fortune 500 firms, midsize companies, municipal agencies, nonprofit organizations, and even small businesses like his local plumber. His innovative solutions have helped clients improve customer satisfaction, sales, and efficiency. Jeff is also the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. Using examples from well-known companies, real stories from frontline employees, and the latest scientific research to highlight the challenges customer service employees experience every day, Service Failure delivers straightforward solutions for overcoming these obstacles. He is also a nationally recognized employee training expert and was one of the first people to receive the Certified Professional in Learning and Performance (CPLP) certification from the American Society for Training and Development. He has spoken at conferences and events throughout the country and has even been featured in two advertising campaigns to promote the benefits of the CPLP certification. Jeff lives in California and serves clients throughout the United States.
Summary In this course, author and customer service expert Jeff Toister shows you the secrets of managing great customer service teams. Discover how to define outstanding service through service standards and team goals; bring in data and metrics to evaluate your service quality; identify obstacles that can cause service failures; optimize your channels for faster, cheaper, and better service; and develop a convincing business case that calculates the true cost of bad service. Plus, Jeff shares ways to get your team obsessed with delivering outstanding customer service.
System Details Latest version of the following browsers: Chrome, Safari,Firefox, or Internet Explorer. Adobe Flash Player Plugin. JavaScriptand cookies must be enabled. A broadband Internet connection.
Indexed Term Streaming video
Business
Business Skills
Management
Added Author lynda.com (Firm)
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