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by Adam Toporek (Author)
On the front lines of customer service, every day presents new and unexpected challenges--and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help.
Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown?
In Be Your Customer's Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to:
- Achieve the mindset required for Hero-ClassTM service
- Understand the customer's expectations--and exceed them
- Develop powerful communication skills
- Avoid the seven triggers guaranteed to set customers off
- Handle difficult and even irrational customers with ease
Armed with the tools and techniques in Be Your Customer's Hero, you will have all they need to transform themselves into the heroes their customers need.
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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(TM). Twitter@adamtoporek Website and blog: www.customersthatstick.comAuthor Biography
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.
