How do you win business in a competitive marketplace? If your products and prices are exactly the same as your competitors’, it all comes down to the quality of service you deliver. Between word of mouth and online reviews, it’s easy to build a great reputation through stellar customer service – or to tarnish it through poor service.
In Adam Toporek’s book, Be Your Customer’s Hero: Real-World Tips & Techniques for the Service Front Lines, Toporek provides actionable advice to turn any customer-facing professional into a customer service “hero.” Through examples and stories, he teaches what to do – and what to avoid – in a variety of situations. He also emphasizes the importance of focusing on preventative measures so that you don’t end up with a customer service problem in the first place.
For more on this topic, I highly recommend picking up a copy of the book.
Here’s a summary from Amazon:
“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.”
