Crack The Customer Code

In this episode…     Handling Pressure in Customer Service An Interview With Jeff Toister of Toister Solutions The Customers are the Heroes     Handling Pressure in Customer Service     Jeannie and Adam discuss why the ability to handle pressure is so important for frontline customer service reps. Jeannie tells a story of a problem flight that was handled well by the team at Southwest Air.     Adam recalls a story about his wife’s experience with a frontline rep who completely folded under the pressure of a crowded store.     Discussion begins at 1:50.     Interview with Jeff Toister of Toister Solutions     Jeff discusses how employees are often not the most common reason for service failures. Jeff discusses 2014’s viral Comcast call, the cultural problems he found underlying it, and some background to the story.     Jeff points out the importance of attention and how many impediments there are to customer service reps being able to give customers their full attention. Jeff also po