JEFF TOITSER is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It (www.servicefailurebook.com), a book that reveals hidden obstacles to outstanding service. His company, Toister Performance Solutions, Inc. helps clients identify these obstacles so they can improve customer service. Jeff is also a nationally recognized employee training expert and a sought after speaker. He is a Certified Professional in Learning & Performance (CPLP) and is also a Past President of the San Diego Chapter of the American Society for Training and Development where he is a recipient of the WillaMae M. Heitman award for distinguished service.
