Be Your Customer's Hero: Real-World Tips and Techniques for the Service Front Lines

Description

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.

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.

..". this very useful handbook for service providers... teaches employees how to treat customers with respect and put them first... features clear, memorable examples. Toporek paints a rich, vivid picture of exactly what to do... coins the term "Hero-Class customer service" and then he shows you just how to achieve it." --getAbstract