Are you endlessly trying to improve your employees' customer service skills, but getting so-so results?

You'll find unexpected solutions in my new book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service. The book is the second edition of Service Failure, updated with new research and examples.

Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don’t consistently deliver the service they should. For instance:

Company cultures that unwittingly discourage excellent customer service.
Employees torn between following policy or serving the customer.
Cost reduction efforts that actually increase the cost of service.
Poor products and services that make it impossible to satisfy customers.
Bad habits that make it difficult to listen to customers' needs.

The book is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.

Here's what a few customer service leaders say about it:

“With multiple strategies supported 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

“This should be required reading for Customer Experience, Customer Service and HR professionals.” —Bill Schimikowski, Vice President of Customer Experience, Fidelity Investments

"What I love about this book is the personal connection the author has to the topic.” —Alyona Medelyan, CEO, Thematic

“A must read for leaders that are seriously interested in cultivating a culture of customer service excellence.” —John Tiliacos, Executive Vice President of Airport Operations & Customer Service, Tampa International Airport

"There is no shortage of books on customer service, but few are written by someone with as deep and wide an understanding of the issues as this one.” —Shai Berger, CEO, Fonolo

Getting Service Right is available in paperback and e-book formats: