Why is customer service such a challenge?
This book reveals many surprising causes of poor customer service and provides proven solutions drawn from real examples and cutting-edge research.
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