Coffee And Customer Service: Talking “Service Failure” With Jeff Toister

jefftoisterWe had a terrific hangout with Jeff Toister, president of Toister Performance Solutions and author of the book “Service Failure.”  His book is packed with terrific insight about why bad customer service happens along with sound advice on how we change that.

If you missed the hangout you can view it below.  There were several moments where we took notes while he talked.  Thank you to those of you that attended and asked questions.  It truly enriched the discussion.

For more information about Jeff, his website is and you can follow him on Twitter @toister.  Jeff wrote a terrific summary of our hangout on his blog.

Jeremy Watkin is the Director of Customer Experience at FCR, the premiere provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and experience professional. He is co-founder of the Customer Service Life blog and a regular contributor. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.


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