Summary of Be Your Customer’s Hero
Real-World Tips & Techniques for the Service Front Lines
Copyright © 2015 AMACOM, a division of American Management Association
To deliver heroic service, make your customers your top priority.
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” and
- How to become a “hero” to your customers.
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
1 year agoNothing new (for me) but a fresh perspective is always interesting.
2 years agoGreat information
2 years agoSome great information on this subject.
2 years agook
Contained in Knowledge Pack:
Knowledge PackCustomer ServiceYou can make customers feel so special that loyalty will always bring them back.
Knowledge PackComplaint ManagementAccept complaints and be grateful.
Customers who read this summary also read
Ben Reason et al.
Julie C. Lellis and Melissa Eggleston
Career Press, 2017
Ruth Dowson and David Bassett
Kogan Page, 2015