Adam Toporek - Be Your Customers Hero: Real-World Tips and Techniques for the Service Front Lines
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- Understand the customers expectationsand exceed them
- Develop powerful communication skills
- Avoid the seven triggers guaranteed to set customers off
- Handle difficult and even irrational customers with ease
- And moreArmed with the tools and techniques in this invaluable resource, readers will have all they need to transform themselves into the heroes their customers need.
Adam Toporek: author's other books
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ADVANCE PRAISE FOR
Be Your Customers Hero
Based on personal experience, Adam Toporek speaks to frontline staff and fills a void for them with this easy-to-read, relevant, and relatable guidebook. Be Your Customers Hero is comprehensive, covering every angle imaginable to help employees better understand customers and empathize with them, all in the name of delivering a great experience. The book is crammed full of practical advice that they can use every dayand will want to refer back to often.
Annette Franz, Founder, CX Journey
In Be Your Customers Hero, Adam Toporek has created a transformative book that shows customer-facing professionals not just how to deliver exceptional customer service, but why they should want to. For organizations with a disconnect between service strategy and execution in the field, Adams book is a fantastic roadmap.
Keith Pepper, VP, Client Development, StellaService
In many customer service situations, a gap exists between what is a routine transaction and what could be a memorable experience. Be Your Customers Hero will help close that gap.
Steve Curtin, author ofDelight Your Customers
Having worked with numerous national franchise brands and now leading my own, Ive seen how franchise owners struggle to get their frontline teams to deliver great service consistently. Adam Toporek has created a book that will help everyone, from unit operators to franchise leadership, bridge the disconnect between the training manual and the service floora book that will both motivate employees to want to deliver great customer experiences and show them how. For franchise operators, this is the perfect training-in-a-box for their business-in-a-box.
David Long, Cofounder and CEO, Orangetheory Fitness
Be Your Customers Hero offers organizations the perfect tool to ensure that their customer experiences live up to their brand messaging. The books power comes not only from its clear, no-fluff presentation of techniques, but also from its unique focus on mindset and emotion. It helps customer-facing professionals understand that working with customers is first and foremost a mental game, and then shows them how that game can be won.
Graeme Newell, President, 602 Communications
Be Your Customers Hero is the Swim with the Sharks of customer service books! Over 80 quick-to-read chapters are stuffed with tasty how-to morsels for everyone on the front line and in the C-Suite. If you want to build a customer centered culture, this book will help get you there fast.
Chuck Wall, author ofCustomer CEO: How to Profit from the Power of Your Customers
Relationships in business arent created in the C-Suite. They are born out of the interactions between your customers and front line staff. Be Your Customers Hero provides the easily digestible techniques your teams will need to bridge the gap between transactional service and building customer relationships for life.
Stan Phelps, Founder of 9 INCH marketing, author of The Goldfish Trilogy
Be Your Customers Hero is a valuable handbook for businesses that want to establish unbreakable bonds with customers. For twenty years, we have built a high volume business whose success has depended on building and maintaining strong customer relationships. This book is an excellent tool to help us take those relationships to the next level. I intend to make it required reading for all of our customer service team members.
Joel B. Turry, President, wordZXpressed Transcription Services, Inc.
Whether youre working on the front line of a retailer, restaurant, hotel, or airline, Be Your Customers Hero will make your customers happier, make you happier, and help you make a difference!
Mike Wittenstein, Managing Principal, Storyminers
Customers
Hero
Real-World Tips & Techniques
for the Service Front Lines
ADAM TOPOREK
American Management Association
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This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought.
Customers That StickTM and Hero-ClassTM are trademarks of CTS Service Solutions, LLC.
Toporek, Adam.
Be your customers hero : real-world tips & techniques for the service front lines / Adam Toporek.
pages cm
Includes index.
ISBN 978-0-8144-4905-9 (pbk.) ISBN 978-0-8144-4906-6 (ebook) 1. Customer services. 2. Customer relations. 3. Management. I. Title.
HF5415.5.T664 2015
658.812dc23
2014045798
2015 Adam Toporek
All rights reserved.
Printed in the United States of America.
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