Article | 1 min read

Three hidden reasons why good people provide bad service

Last updated May 31, 2013

With Jeff Toister

Consistently delivering outstanding customer service is a challenge for nearly every organization. Service failures can still occur even when employees are passionate, well-trained, and represent great products and services.

Watch this 1-hour webinar, where we reveal three hidden obstacles that often prevent employees from doing their very best. Drawing upon extensive research and real-life examples, you’ll have a chance to see if these obstacles exist in your organization. And, more importantly, you’ll be able to create simple solutions that managers and agents alike can apply to overcome each challenge.

Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It, a book that reveals hidden obstacles to outstanding service. His company, Toister Performance Solutions, Inc. helps clients identify these obstacles so they can improve customer service. Jeff is also a nationally recognized employee training expert and was one of the first people to receive the Certified Professional in Learning & Performance (CPLP) credential from the American Society for Training and Development.