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Today’s Special features Elisabeth’s interview with author and customer service thought leader Jeff Toister who gives a behind-the-scenes look at overcoming the obstacles to providing excellent customer service. Jeff is a great storyteller so stay tuned for that!

We’ll start you off with our appetizer, Clockify – an integrated time tracker app with super powers. For today’s Q&A we’ll answer a Go-Getter Forum question from a leader who’s worried that online training is not enough to sustain a culture of continuous improvement, and for the Printed Page, Tracy and Elisabeth review Jeff Toister’s latest book, Getting Service Right, which is packed with practical advice to overcoming the obstacles to providing excellent customer service. Grab your mug and join us for helpful hints and a bounty of opinions!

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Elisabeth Swan

Elisabeth is a Master Black Belt at GoLeanSixSigma.com, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. For over 30 years, she's helped leading organizations like Amazon, Charles Schwab and Marriott International, Inc. build problem-solving muscles with Lean Six Sigma to achieve their goals.

Tracy O'Rourke

Tracy is a Master Black Belt at GoLeanSixSigma.com, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. She is also a Lean Six Sigma Green Belt Instructor at UC San Diego and teaches in San Diego State University’s Lean Enterprise Program. For almost 20 years, she has helped leading organizations like Washington State, Charles Schwab and GE build problem-solving muscles.
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