Getting Service Right

Overcoming the Hidden Obstacles to Outstanding Customer Service

The first edition of the book was called  Service Failure.  Ironically, a book binding problem made the book into an  interactive experience .

The first edition of the book was called Service Failure. Ironically, a book binding problem made the book into an interactive experience.

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Cover image of the first edition.

Cover image of the first edition.

About Getting Service Right

The original book, Service Failure, was published in 2012. The new book:

  • Has a new title

  • Features updated research

  • Contains new obstacles

Employees face obstacles to outstanding service every day. Many are hidden or even counterintuitive.

Getting Service Right will help you identify those obstacles and overcome them. The book is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research.

The book reveals proven solutions to each obstacle.


About Jeff Toister

Jeff is an author, trainer, and consultant who helps customer service teams unlock their hidden potential.

As an author, Jeff has written three books, including Getting Service Right, Customer Service Tip of the Week, and the bestselling The Service Culture Handbook.

He also writes the popular Inside Customer Service blog, which Feedspot has named one of the Top 50 Customer Service Blogs on the Planet.

As a trainer, more than 140,000 people on six continents have taken Jeff’s training videos on LinkedIn Learning and Lynda.com. He was one of the first people to receive the Certified Professional in Learning and Performance (CPLP) credential from the Association for Talent Development.  

As a consultant, Jeff helps customer service teams develop their customer service vision, engage employees, and use customer feedback to continuously improve. He’s also a dynamic keynote speaker.

Getting Service Right  author, Jeff Toister.

Praise for Getting Service Right

“Remove the obstacles that get in the way of providing excellent customer service. With multiple strategies support by real-life examples, Jeff Toister teaches how to avoid service failure and provide service success.” —Shep Hyken, New York Times bestselling author of The Amazement Revolution

Getting Service Right is a fantastic tool for understanding the obstacles that often prevent excellent customer service. It also provides a practical framework to overcome those obstacles and drive change within an organization. This should be required reading for Customer Experience, Customer Service and HR professionals.” —Bill Schimikowski, Vice President of Customer Experience, Fidelity Investments

Getting Service Right offers a very personal and deeply felt discourse on an important topic: improving (and avoiding failure in) customer service and customer experience.” —Micah Solomon, customer service author, consultant, and keynote speaker

“A must read for leaders that are seriously interested in cultivating a culture of customer service excellence. Getting Service Right is by far one of the best guides to understanding why employees and customers behave the way they do, and how leaders can overcome obstacles to providing great customer service.” —John Tiliacos, Executive Vice President of Airport Operations & Customer Service, Tampa International Airport

Companion Workbook

This workbook is designed to help customer service leaders, trainers, and frontline employees implement concepts from the book. It contains ten customer service training exercises to help energize your team.