Service Failure author Jeff Toister unaware that his book is about to become an interactive experience.

Service Failure author Jeff Toister unaware that his book is about to become an interactive experience.

Service failures happen every day.

Employees face obstacles to great service that are hidden, counterintuitive, and downright strange.

My hope is that Service Failure will show you how to prevent them. It's available from leading retailers:

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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

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