Jeff Toister – Using Customer Surveys to Improve Service

Contents:

• Introduction 5m 3s
• 1. Designing Surveys 17m 11s
• 2. Writing Survey Questions 13m 5s
• 3. Analyzing Survey Data 10m 23s
• Conclusion 6m 32s

Author:

Jeff Toister is a customer service expert and president of Toister Performance Solutions, Inc., a consulting firm that has helped companies improve customer service at the highest level for more than 20 years. His clients include Fortune 500 firms, midsize companies, municipal agencies, nonprofit organizations, and even small businesses like his local plumber. His innovative solutions have helped clients improve customer satisfaction, sales, and efficiency.
Jeff is also the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. Using examples from well-known companies, real stories from frontline employees, and the latest scientific research to highlight the challenges customer service employees experience every day, Service Failure delivers straightforward solutions for overcoming these obstacles.
He is also a nationally recognized employee training expert and was one of the first people to receive the Certified Professional in Learning and Performance (CPLP) certification from the American Society for Training and Development. He has spoken at conferences and events throughout the country and has even been featured in two advertising campaigns to promote the benefits of the CPLP certification.
Jeff lives in California and serves clients throughout the United States.