---
product_id: 99935845
title: "The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service Kindle Edition"
brand: "jeff toister"
price: "€ 19.35"
currency: EUR
in_stock: true
reviews_count: 12
url: https://www.desertcart.hr/products/99935845-the-service-culture-handbook-a-step-by-step-guide-to
store_origin: HR
region: Croatia
---

# The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service Kindle Edition

**Brand:** jeff toister
**Price:** € 19.35
**Availability:** ✅ In Stock

## Quick Answers

- **What is this?** The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service Kindle Edition by jeff toister
- **How much does it cost?** € 19.35 with free shipping
- **Is it available?** Yes, in stock and ready to ship
- **Where can I buy it?** [www.desertcart.hr](https://www.desertcart.hr/products/99935845-the-service-culture-handbook-a-step-by-step-guide-to)

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## Customer Reviews

### ⭐⭐⭐ 3.0 out of 5 stars







  
  
    Nice stories.
  

*by R***I on Reviewed in the United States on March 27, 2020*

I have a whole career that says quality/improvement initiatives rarely work.  Every company I worked for was ISO 9001 compliant and had a highly compensated Quality Manager to prove it. “Pencil whip” is a verb. This book acknowledges those problems and provides various solutions.  My skepticism remains that the companies I worked for would actually use them.  Analyzing and discussing ideas is fun. It’s never too late to improve.I’m not so impressed by the “heroic effort” touted early in this book.  It usually indicates a failure in the system that remains uncorrected.  Because it usually makes a great story, it is self-serving.  The boy’s lost stuffed animal that goes on a photo journey is heartwarming.  Does every single boy deserve and expect this same level of “heroic effort”? This reminds me of people who give large checks to charity if they can get their picture in the newspaper.“It is easy to copy something in form but not as easy to capture the spirit that makes it work.” Mito, S. (1990). The Honda Book of Management, p. 31Good advice tends to come out as mere platitude. Our brains seem to be wired for pattern recognition and storytelling.  Consider the difference between “Don’t lie” and “The story of ‘The Boy Who Cried Wolf’”. The numerous stories in the book are excellent.Self-interst. There is always the conflict between serving our self-interest and societies demand for ethical behavior (going against our self-interest). Commonly, people loudly proclaim that everyone else is required to be ethical while always promoting their own self-interest. Only one out of every ten employees can get promoted.  The “one” is obvious.In theory every service you offer for sale should be defined and achievable.  Is getting the customer a bottle of whisky an available service?  How about driving fifty miles to the nearest In-N-Out for a hamburger (that needs to be kept warm).  Is that an available service?  There must be a line somewhere. Is “heroic service” always good? There is little mention of tipping, which means the server is using company time and resources for personal gain.  There are some examples of worthwhile “heroic effort”.  I believe there should have been more emphasis on Root Cause Analysis and The Five Whys for every failure.  That prevents future failures.  Just saying “you can’t change the past” and forgetting about failures is bad policy.  I’m not impressed by managers who want a list of the three or five most common failures, minimum a hundred or thousand, and think that is adequate.  They are willing to throw a customer with a unique failure under the bus (unless they are politically connected).  Your product shouldn’t fail.  That is the basis of great service.Most companies have an inch thick rule book of “you can’t do that”.  So what is a server supposed to do when accommodating a customer would break a rule?  What if the boss has specifically emphasized getting things done as quickly and cheaply as possible? I have personally never seen an employee manual that empowered employees.  Power is wielded by management. Work is done by employees. Chapter 9 describes empowering employees. “… the company provides employees with the tools, resources, and authority to serve their customers at the highest level.”Nice examples of how the measured variable is optimized, usually by gaming the system (95% customer satisfaction).  The author is aware of how thing go wrong.The books emphasis on company culture is well founded.  Hiring honest, enthusiastic well socialized people is important.  Chapter 7 describes how to do this.  The next chapter tells about training/refreshing existing employees in customer culture. The book mentions several companies with excellent company culture.  An approach to writing a vision statement is given. It is unfortunate that sustained senior management buy-in is necessary for improvement programs to work, as it rarely occurs. Chapters 10 and 12 describe management buy-in.  You will have to buy the book to find the joke in Chapter 11.

### ⭐⭐⭐⭐ 4.0 out of 5 stars







  
  
    Practical with great ideas
  

*by J***. on Reviewed in the United States on November 13, 2022*

I've read a lot of books like this and many are filled with  anecdotes and platitudes that are worth pondering but provide little in the way of practical things that can improve your company.This book is different, with several well thought out procedures and examples of how to actually implement the creation of a vision statement and ways to develop workplace culture.The chapters are well thought out and follow a logical progression. Plenty here not only to ponder but to actually do. Well worth your time.

### ⭐⭐⭐⭐⭐ 5.0 out of 5 stars







  
  
    Highly Recommended!
  

*by B***Y on Reviewed in the United States on February 27, 2023*

If you'd like to create change in your business culture so it focuses more on delighting customers, read this book with your team and begin implementing it's advice asap! It's filled with wisdom in order to pull this outcome off.

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*Product available on Desertcart Croatia*
*Store origin: HR*
*Last updated: 2026-02-04*