Session 403: The Journey to a Customer-Focused Culture

Thursday, August 6 at 10:15 AM

Most successful support teams have a knack for getting employees absolutely obsessed with customer service. Their secret is a customer-focused culture. A strong culture helps guide analyst performance, shapes strategic decisions, and ultimately becomes part of the organization's brand.

In this session, Jeff Toister will share the essential elements that leading support teams use to develop customer-focused cultures, including:
• Three ways that culture can influence our employees' actions
• The essential elements of a customer-focused culture
• Tools to help you get your support team obsessed with servic%MCEPASTEBIN%

Jeff Toister

President

Toister Performance Solutions, Inc.

Jeff Toister helps organizations get their employees obsessed with customer service. He is a best selling author who has written three customer service books, including The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Feedspot has named his Inside Customer Service blog one of the Top 50 customer service blogs on the planet. Jeff has been recognized as a top customer service thought leader by Global Gurus, ICMI, and Comm100. Thousands of people around the world, including many service desk professionals, subscribe to Jeff's Customer Service Tip of the Week email. More than 140,000 people on six continents have taken his video-based training courses on LinkedIn Learning (a.k.a. Lynda.com). Jeff's training videos include Customer Service Foundations and Leading a Customer-Centric Culture.