Jeff Toister

Jeff Toister is a bestselling author, speaker, trainer, and consultant specializing in customer service, customer experience, and organizational culture. Known as The Service Culture Guide, Toister focuses on helping leaders build customer-focused teams and organizations. Through Toister Performance Solutions, he works with customer service teams to unlock their potential through training, surveys, and culture development.

Toister is the bestselling author of five customer service books. His titles include "The Service Culture Handbook," a step-by-step guide to developing a customer-focused culture that draws upon profiles of successful companies, research, and practical tools. Other works include "Getting Service Right," which examines the underlying reasons employees may not consistently deliver high-quality service and offers insights for improvement at all organizational levels. "The Guaranteed Customer Experience" explores the concept of a guarantee throughout the customer journey, aiming to ensure experiences consistently meet expectations. "Human Service" discusses how employees can create value beyond what artificial intelligence can offer, focusing on essential customer service skills such as connection, understanding, and advocacy through real-world examples.

More than 5 million people have completed one of Toister's video-based training courses on LinkedIn Learning, and his "Customer Service Foundations" course is the most-watched customer service course on the platform. Toister has been recognized among the Top 30 customer service professionals globally by Global Gurus and as one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute. He holds the Certified Professional in Learning and Performance certification from the Association for Talent Development.

As a keynote speaker, Toister delivers presentations with a high degree of participant interaction and practical takeaways. He has been consistently ranked among the top speakers at ICMI conferences. More than 12,000 customer service professionals worldwide subscribe to his free "Customer Service Tip of the Week" email newsletter, which Global Gurus has rated as one of the top customer service training programs globally.