Summary of Be Your Customer’s Hero

Real-World Tips & Techniques for the Service Front Lines

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Be Your Customer’s Hero book summary
To deliver heroic service, make your customers your top priority.


8 Overall

9 Applicability

7 Innovation

8 Style


In 82 information-packed, short chapters, consultant Adam Toporek expertly details the inside route to heroic customer service. In this very useful handbook for service providers, he teaches employees how to treat customers with respect and put them first. This easy-to-use reference features clear, memorable examples. Toporek paints a rich, vivid picture of exactly what to do. First he coins the term “Hero-Class customer service” and then he shows you just how to achieve it. getAbstract recommends his comprehensive, practical advice to HR personnel, store supervisors, customer-service managers and front-line employees and owners.

In this summary, you will learn

  • What constitutes great customer service
  • How to avoid the “seven service triggers,”
  • How to deal with “nightmare customers”
  • How to become a “hero” to your customers


“Hero-Class Customer Service”
Many companies strive to be “heroes” to their customers. Some airlines give passengers gifts. Some banks use ATM machines to offer unexpected presents. These promotions may win some publicity, but they have little to do with day-to-day customer service. Prioritize...
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About the Author

Adam Toporek owns CTS Service Solutions, a consultancy that gives customer workshops. He founded the Customers That Stick blog and co-hosts the Crack the Customer Code podcast.

Comment on this summary

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    Marylène Goulet 7 months ago
    Nothing new (for me) but a fresh perspective is always interesting.
  • Avatar
    Jerome Cardozo 1 year ago
    Great information
  • Avatar
    Adam Denzel 1 year ago
    Some great information on this subject.
  • Avatar
    Tara Elia 1 year ago

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Contained in Knowledge Pack:

  • Knowledge Pack
    Customer Service
    You can make customers feel so special that loyalty will always bring them back.

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