Service Failures happen every day.
Hi. My name is Jeff Toister. That's me in the picture holding the very first copy of my book, Service Failure. I'm blissfully unaware that it's about to become an interactive experience.
You see, I experienced a service failure with my very own book. Oh, the irony! (You can read the story on my blog.)
Service failures happen every day. My hope is that Service Failure will show you how to prevent them.
Praise for Service Failure
"Remove the obstacles that get in the way of providing excellent customer service. With multiple strategies supported by real-life examples, Jeff Toister teaches how to avoid service failure and provide service success."
- Shep Hyken, New York Times bestselling author of The Amazement Revolution
"Service Failure offers a very personal and deeply felt discourse on an important topic: improving (and avoiding failure in) customer service and the customer experience."
- Micah Solomon, author of High-Tech, High-Touch Customer Service and business keynote speaker
"In Service Failure, Jeff Toister does a great job of validating the impact of human behavior/natural tendencies on customer service. Interspersed throughout the text, readers will find interesting/engaging psychological experiments that provide rationale for the quality of customer service provided by employees."
- Steve Curtin, author of Delight Your Customers