Building a Service Culture: Practical Strategies for Customer Experience Success

Описание: This week on The Modern Customer Podcast, speaker, author, and trainer Jeff Toister—creator of The Service Culture Guide and multiple LinkedIn Learning courses on customer service and leadership—shares insights on building a strong service culture.

With years of experience studying what makes customer-focused teams thrive, Jeff offers practical strategies to improve service without overwhelming employees.

The conversation covers his 5-5-5 training method, a simple yet effective framework that helps teams develop better service skills in just 15 minutes a week. Jeff also explains why clarity is essential to great customer service, how empowering frontline employees can cut escalations by 50%, and what sets top-performing CX organizations apart.

🎧 Tune in now to discover how small, consistent changes can drive big improvements in customer experience!

📍 Learn more about Jeff Toister’s 5-5-5 approach at https://www.toistersolutions.com/blog...

BOOKMARKS:
00:00 Introduction
01:13 The Impact of One Customer Interaction
05:37 Creating a Service Culture: Why Clarity is Key
11:56 The 5-5-5 Training Method: Small Steps, Big Impact
17:01 Fixing Escalations by Empowering Employees
20:40 Rapid Fire Questions with Jeff Toister

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Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer. For regular updates on customer experience, sign up for her weekly newsletter here. https://blakemorgan.substack.com/

Visit her website here: https://blakemichellemorgan.com/