Jeff Toister, president of Toister Performance Solutions, is a consultant who helps customer service teams unlock their hidden potential. He is also a nationally recognized employee training expert and a sought after speaker with more than 20 years of experience. He’s the author ofthe book Service Failure: The Real Reasons Why Employees Struggle with Customer Service and What You Can Do About It (AMACOM, 2012). He's also authored several customer service training videos on lynda.com including Customer Service Fundamentals, Managing a Customer Service Team, and Using Customer Surveys to Improve Service.