Jeff Toister, Author of The Guaranteed Customer Experience [Customer Guarantee]
Jeff talks about:
· What is a customer guarantee?
· How do you ensure promises are kept?
· How do you recover from a broken promise?
The people who have influenced Jeff the most in the past year:
· Denise Lee Yohn
· Leslie O’Flahavan
His note to all customer service professionals:
“Write your own thank you letter, put it on your desk and then read it once a day for three weeks at the beginning of your shift, and try to earn a real version of that letter.”
