Jeff's first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service. Today, he helps leaders build customer-focused teams. He's written four books including the bestselling The Service Culture Handbook. More than three million people have taken one of his video-based training courses on LinkedIn Learning, including Phone-Based Customer Service. Jeff is a former contact center manager, trainer, and agent who has been recognized as a Top 25 Thought Leader by ICMI for 2024.