{"product_id":"be-your-customers-hero-real-world-tips-and-techniques-for-the-service-front-lines-paperback","title":"Be Your Customer's Hero: Real-World Tips and Techniques for the Service Front Lines - Paperback","description":"\u003cp\u003eby \u003cb\u003eAdam Toporek\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003eOn 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.\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003eThose 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?\u003c\/p\u003e\u003cp\u003eIn \u003cem\u003eBe Your Customer's Hero\u003c\/em\u003e, 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: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eAchieve the mindset required for Hero-ClassTM service\u003c\/li\u003e\n\u003cli\u003eUnderstand the customer's expectations--and exceed them\u003c\/li\u003e\n\u003cli\u003eDevelop powerful communication skills\u003c\/li\u003e\n\u003cli\u003eAvoid the seven triggers guaranteed to set customers off\u003c\/li\u003e\n\u003cli\u003eHandle difficult and even irrational customers with ease\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eArmed with the tools and techniques in \u003cem\u003eBe Your Customer's Hero\u003c\/em\u003e, you will have all they need to transform themselves into the heroes their customers need.\u003c\/p\u003e\u003ch3\u003eBack Jacket\u003c\/h3\u003e\u003cp\u003eIn \u003ci\u003eBe Your Customer's Hero\u003c\/i\u003e, 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. \u003cb\u003e-- Jeannie Walters, CEO, 360Connext, and Co-host, Crack the Customer Code\u003c\/b\u003e \u003c\/p\u003e  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 \u003ci\u003eBe Your Customer's Hero\u003c\/i\u003e, 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   \u003ci\u003eBe Your Customer's Hero\u003c\/i\u003e 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.com \u003ch3\u003eAuthor Biography\u003c\/h3\u003e\u003cp\u003eADAM 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 \u003ci\u003eCustomers that Stick\u003c\/i\u003e. \u003c\/p\u003e\u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 256\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 0.62 x 8.81 x 6.47 IN\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e April 22, 2015\u003c\/div\u003e","brand":"Books by splitShops","offers":[{"title":"Default Title","offer_id":51757824016672,"sku":"9780814449059","price":18.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0974\/9764\/5344\/files\/57c8acc64db4eb6cb5d53b464723133e.webp?v=1780112598","url":"https:\/\/ebocreations.com\/products\/be-your-customers-hero-real-world-tips-and-techniques-for-the-service-front-lines-paperback","provider":"The E-Book Oasis LLC","version":"1.0","type":"link"}