I had the great pleasure to speak with Jeff Toister, author of The Service Culture Handbook: A Step-by-Step Guide to Getting your Employees Obsessed with Customer Service.

The book is one of the best I've read on customer service. It's rich with examples and stories, but its real strength is that it is a workbook. A book you can actually use to improve your customer service.

Our conversation covers how to help employees perform at their best, the need for a vision of service and how executive self-sabotage customer service initiatives.

You can connect with Jeff easily on Twitter @toister

and on his website.

Enjoy the conversation!