Be Your Customer's Hero

Real-World Tips & Techniques for the Service Front Lines

 Be Your Customer's Hero

Author: Adam Toporek
Pub Date: April 2015
Print Edition: $17.95
Print ISBN: 9780814449059
Page Count: 256
Format: Paper or Softback
e-Book ISBN: 9780814449066

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Back Cover Copy

“In Be Your Customer’s Hero, Adam Toporek tackles not just the theory of customer service strategy, but the day-to-day actions that can truly elevate the experience for customers and employees alike. Adam’s on-the-ground experience provides perspective missing in most service playbooks today. This is a great book for any leader in an organization with customers.” — Jeannie Walters, CEO, 360Connext, and Co-host, Crack the Customer Code

Confident. In Control. Successful.

Is this how you feel when you work with customers? If you answered “no,” you’re not alone. Customer service can be incredibly difficult. Even the best customers can be quirky and hard to please, and the worst customers—well, don’t even get us started.

With the right mindset and skills, however, customer service can be easier. In Be Your Customer’s Hero, Adam Toporek gives you a playbook to succeed in any customer-facing role. You will learn more than 80 concepts and techniques, including how to . . .

• Direct your focus where it gets results

• Understand why customers behave the way they do

• Redirect difficult conversations with just one move

• Stand your ground without upsetting customers further

• Resolve virtually any customer service issue with a proven process

You’ll also learn these powerful tips:

• 7 service triggers you must avoid

• 10 power words that supercharge your customer communication

• 13 go-to tactics for defusing angry customers

Be Your Customer’s Hero is the single resource that can help you gain confidence, be in control, and become successful on the front lines of customer service.

ADAM TOPOREK is a customer experience strategist and founder of CTS Service Solutions, a consultancy that provides organizations with real-world, customer-centric solutions through workshops and training. He authors the popular blog Customers That Stick™.


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