Building a Service Culture: Practical Strategies for Customer Experience Success

This week on The Modern Customer Podcast, speaker, author, and trainer Jeff Toister—creator of The Service Culture Guide and multiple LinkedIn Learning courses on customer service and leadership—shares insights on building a strong service culture.

With years of experience studying what makes customer-focused teams thrive, Jeff offers practical strategies to improve service without overwhelming employees.

The conversation covers his 5-5-5 training method, a simple yet effective framework that helps teams develop better service skills in just 15 minutes a week. Jeff also explains why clarity is essential to great customer service, how empowering frontline employees can cut escalations by 50%, and what sets top-performing CX organizations apart.

🎧 Tune in now to discover how small, consistent changes can drive big improvements in customer experience!

📍 Learn more about Jeff Toister’s 5-5-5 approach at https://www.toistersolutions.com/blog/5-5-5-approach

Key Insights from the Conversation

01:13 – The Impact of One Customer Interaction

05:37 – Using Data to Enhance Training and Efficiency

06:50 – Why Clarity is the Foundation of Great Service

11:56 – The 5-5-5 Training Method: Small Steps, Big Impact

17:01 – How Small Adjustments Can Reduce Escalations by 50%

 

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Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

Follow Blake Morgan on LinkedIn

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