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

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9780814449059: Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines

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(TM) 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

- 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.

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From the Back Cover:

“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™.

Twitter@adamtoporek

Website and blog: www.customersthatstick.com

About the Author:

ADAM TOPOREK is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero, as well as the founder of the popular Customers That Stick® blog.

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Descripción Amacom, United States, 2015. Paperback. Estado de conservación: New. Language: English . Brand New Book. 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. Nº de ref. de la librería AA39780814449059

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Descripción Amacom, United States, 2015. Paperback. Estado de conservación: New. Language: English . Brand New Book. 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 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. Nº de ref. de la librería AA39780814449059

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