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

  • 3h 28m
  • Adam Toporek
  • AMACOM
  • 2015

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. Be Your Customer's Hero answers the call. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve. Quick chapters show readers how to: achieve the mindset required for Hero-Class 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; and become an indispensable part of any frontline team. Armed with the tools and techniques in this book, readers will start each workday knowing they can conquer whatever problem comes their way.

About the Author

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.

In this Book

  • Be Your Customer’s Hero
  • Introduction
  • Before We Get Started
  • The Customer Is Always __________
  • Winning Is Not a Customer Service Goal
  • Do You Know Your Mental Rules?
  • Be Proud, and Then Swallow Your Pride
  • Keep Your Cool When the Ball Comes at You
  • Are You Renting Customers Space in Your Head?
  • It’s True: Your Attitude Does Determine Your Altitude
  • Customers Have Mental Rules Too
  • What’s In It for Me?
  • All Customers Are Irrational
  • Everyone Is Rushed, Everyone Is Stressed
  • You Don’t Know Your Customer’s Story
  • Everyone’s Been Burned Before
  • Introducing the Seven Service Triggers
  • Service Trigger #1: Being Ignored
  • Service Trigger #2: Being Abandoned
  • Avoiding Service Triggers #1 and #2
  • Service Trigger #3: Being Hassled
  • Service Trigger #4: Being Faced with Incompetence
  • Service Trigger #5: Being Shuffled
  • Service Trigger #6: Being Powerless
  • Service Trigger #7: Being Disrespected
  • Why Teamwork Matters
  • Rise Above, Don’t Stoop Down
  • “It’s Showtime”
  • The Clothes Make the Rep
  • Always Be Professional
  • Set the Next Shift Up for Success
  • Five Reasons Customer Documentation Matters
  • Document Quickly and Effectively
  • When to Help a Teammate with a Customer
  • Make That First Impression Count
  • How Are You Today?
  • How to Handle “I’m Just Browsing”
  • Don’t Be a Helicopter Rep
  • Can You Remember One Thing?
  • The Name Game Is No Game
  • Judge Not, Lest Ye Miss an Opportunity
  • Become the Customer’s Personal Detective
  • Never Talk Badly About Customers with Customers
  • WOW Customers in the Blink of an Eye
  • Customer Service Lessons Grandma Taught You
  • Give Your Customers Your Undivided Attention
  • Is Your Body Language Saying the Right Things?
  • Smile When You Dial
  • The Phone Is Different, and the Same
  • Use BRWY Communication
  • Want to Help Your Customers? Shut Up
  • Ask Questions, Lots of Questions
  • Jargon Is a Wall Between You and the Customer
  • 10 Power Words You Must Use
  • Assure Accountability
  • Always Get Buy-In for Your Response Times
  • Don’t Make Promises You Can’t Keep
  • The Art of the Pivot
  • Complaints Should Come with Bows on Them
  • Listening Is a Start, Understanding Is the Goal
  • CATER to Your Customers with This Service Process
  • Focus on What You Can Do, Not on What You Can’t
  • Making It Right Is More Important Than Being Right
  • Let Upset Customers Punch Themselves Out
  • What to Do When the Customer Won’t Stop Talking
  • The Art of Framing
  • Sales Techniques That Help Close the Deal
  • Use Your Authority
  • Don’t Blame the Policy for the Problem
  • Fine Print Isn’t Always So Fine for Customers
  • Handling Customer Service “Experts”
  • When a Complaint Is a Scam
  • Applying What You Know When the Heat Is On
  • There’s No Silver Bullet for a Hand Grenade
  • 13 Go-To Tactics for Defusing Angry Customers
  • How to Draw the Line with a Customer
  • How to Handle Customer Threats
  • What to Do When a Customer with an Audience Goes Crazy
  • The Channel Impacts the Message
  • Privacy and Security Are the New Triggers
  • Good Email Is an Art
  • The Social Customer Is Here to Stay
  • What Really Makes a Hero-Class Customer Experience?
  • Adopt the Mindset of a Hero
  • Be Your Customer’s Hero
  • Putting What You’ve Learned into Practice
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