Jeff Toister

Discover how to evaluate whether learning objectives are being met in your organization. In this course, Jeff Toister explores several popular models for determining the effectiveness of a class or training course, and provides a framework for applying these models.

Customer service managers may not be on the front lines, but they can create systems and processes that help ensure that the organization's service promises match what it actually delivers. Customer service expert Jeff Toister helps managers identify what a typical customer expects, where those expectations come from, and where your organization might be vulnerable.

Today's customers expect a lot. Customer service expert Jeff Toister helps frontline employees identify where they can manage the expectations of customers to avoid upsetting them down the line. Specifically, how to avoid situations where unreasonable expectations might develop, and how to choose the right language to educate customers and explain potential areas of confusion.

Learn how to create a winning customer service strategy for social media platforms such as Twitter, Facebook, Yelp, and TripAdvisor. By adapting customer service principles to the unique challenges of social media, you can ensure that your online service accurately reflects the organization's brand.

Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. Learn how to break the ice and develop rapport with the people you serve, even when you're pressed for time. Tune out distractions and develop listening skills that are critically important to phone service. Last, learn how to express empathy, de-escalate angry callers, and stay focused throughout the day.

In the course, HR professional Jeff Toister shows how to build a successful company-wide onboarding program. He helps you determine the contacts, equipment, and training employees need to be effective, and define an engaging onboarding experience that excites new hires. He helps you identify key onboarding stakeholders (including recruiters, trainers, and managers), establish goals and milestones to evaluate employees' progress, and develop a first-rate training program to show new hires how to… Show more

In the course, HR professional Jeff Toister shows how to build a successful company-wide onboarding program. He helps you determine the contacts, equipment, and training employees need to be effective, and define an engaging onboarding experience that excites new hires. He helps you identify key onboarding stakeholders (including recruiters, trainers, and managers), establish goals and milestones to evaluate employees' progress, and develop a first-rate training program to show new hires how to do their jobs. Show less

This course delivers new and cutting-edge research that can be used to take customer service to new levels. Jeff Toister shows how to influence customer perceptions, enhance your "service sense," and build teamwork in order to exceed customer expectations.

Whether it's an individual employee or an entire team that is underperforming, there are often simple solutions that will instantly improve customer service. Unfortunately, many managers don't know where to look. In this short course, expert Jeff Toister provides step-by-step instructions for solving many common customer service problems, including chronic complaints, slow service, or low first contact resolution. The course reveals tools to quickly find and fix these problems before they get… Show more

Whether it's an individual employee or an entire team that is underperforming, there are often simple solutions that will instantly improve customer service. Unfortunately, many managers don't know where to look. In this short course, expert Jeff Toister provides step-by-step instructions for solving many common customer service problems, including chronic complaints, slow service, or low first contact resolution. The course reveals tools to quickly find and fix these problems before they get out of hand. Show less

More than any other topic, frontline employees ask for advice on how to serve angry and upset customers. This course will reveal proven techniques for effectively neutralizing negative situations. Customer service expert Jeff Toister also shares specific actions employees can take before and after encounters with upset customers that will reduce the likelihood of problems occurring in the future.

Customer surveys are rich sources of information and essential guides to areas where customer service teams can improve their focus. In this training video, Jeff Toister provides step-by-step instructions for designing and implementing effective surveys and analyzing the results. He'll give you tips on increasing response rates, writing effective questions, and turning the data into actions that can improve service quality.