The Service Culture Handbook
A step-by-step guide to getting your employees obsessed with customer service.
Imagine a culture where employees were absolutely obsessed with customer service. The Service Culture Handbook can guide you.
Rated one of the 100 best customer service books of all time by Book Authority.
Named one of 15 Essential Reads and Podcasts for CX Leaders in 2024 by Qualtrics.
Listed as one of 23 Best Customer Service books for 2023 by Klaus.
Awards
20 best customer service books of all time (Book Authority)
15 Essential Reads and Podcasts for CX Leaders in 2024 (Qualtrics)
15 Best Customer Service Books to Read in 2021 (TeamBuilding)
About the Book
Every company wants employees who are obsessed with customer service.
The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your organization.
The book is a quick and entertaining read that draws upon profiles of successful companies, shares cutting-edge research, and provides practical tools and worksheets to guide you through implementing each concept.
Key Takeaways
Learn the foundation of every great service culture.
Discover how to engage employees with your culture.
Explore ways to align your entire organization around customer service.
What People are Saying
"Jeff Toister knows his stuff. The Service Culture Handbook is a terrific resource for organizations that want to lead the field in customer service."
Denise Lee Yohn
Author, What Great Brands Do
"The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent.”
Chip R. Bell
Author, Kaleidoscope
"Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works."
Brad Cleveland
Former CEO, International Customer Management Institute (ICMI)
About the Author
Jeff Toister's first customer service interaction ended in a service failure.
Vowing to learn from that experience, he became obsessed with customer service. Today, he is the bestselling author of four books, including The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed With Customer Service.
More than 3,000,000 people have taken one of his training programs on LinkedIn Learning and he is ranked as one of the top 30 customer experience professionals in the world by Global Gurus.
More Praise for the Book
If customer service is important to your organization, then this book is a must-read."
Shep Hyken
New York Times Best-Selling Author
This is the book you need to ACTUALLY improve the customer service you offer. This isn't theory or ideas, these are actionable, powerful ideas that you can put into place immediately.
Jeannie Walters
co-host of the Crack the Customer Code podcast
What's so great about this book is that the author, Jeff Toister, helps us to understand what it really means to define and build a service culture.
Matthew Dixon
co-author of The Effortless Experience