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All posts by Adam Toporek

When Employees Misuse Their Authority Over Customers

When Employees Misuse Their Authority Over Customers

An interesting dynamic occurs with certain customer service roles. Those charged with providing service to customers also have responsibilities that require they control the customer. The customer-facing

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How to Get Your Team to Deliver Consistent Customer Service

How to Get Your Team to Deliver Consistent Customer Service

In Be Your Customer’s Hero, I laid out the elements of Hero-Class® service: Meet and, whenever possible, exceed expectations. Provide a hassle-free, frictionless experience. Do both of the above consistently. In

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5 Disastrous Mistakes when Dealing with Difficult Customers

5 Disastrous Mistakes when Dealing with Difficult Customers

Let’s just say it right here at the start — dealing with difficult customers stinks. Having provided customer service training to thousands upon thousands of people at all levels of organizations,

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The Fusion of Brand and Culture with Denise Lee Yohn Cover Art

The Fusion of Brand and Culture with Denise Lee Yohn

In this installment of our “Expert Interviews” series on YouTube, I interview Denise Lee Yohn. Denise Lee Yohn is the go-to expert on brand leadership for national media outlets, an in-demand speaker

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3 Psychological Triggers to Prevent in Telephone Customer Service

3 Psychological Triggers to Prevent in Telephone Customer Service

This blog post was sponsored by my friends at Customer Contact Week. If you’re a contact center leader, make sure to check out this incredible event happening in Las Vegas on June 18-22, 2018. You can

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Be Attentive But Don't Hover Over Customers | Real Estate Showing

Be Attentive, but Don’t Hover Over Customers

In the past decade or so, the term helicopter parent became popular as a description of a parent who constantly hovers over his or her children, overprotecting them and microparenting. Similarly, a

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Remove the Weak Links from Your Customer Experience Part 1 | Employee passed out

Remove the Weak Links in Your Customer Experience: Part 1

As a customer, there are few things more disappointing than having a great customer experience and then having it undone later by a different part of the organization. As a leader, there are few things

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Why Customer Service Training Is Essential | Adam Toporek Credentialed Master Trainer Speaking

Why Customer Service Training Is Essential

WHY CUSTOMER SERVICE TRAINING IS ESSENTIAL Every organizational leader wants their teams to provide great customer experiences. They put “the customer comes first” on their company posters, they

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Will You Compete on Customer Experience in 2018? | Hotel bell

Will You Compete on Customer Experience in 2018?

In 2015, Gartner released its report saying that 89% of organizations planned to compete on customer experience in 2016. But what does it mean to compete on experience? We know that customer experience

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3 Examples of How to Easily WOW Customers

3 Examples of How to Easily WOW Customers

If you’ve studied customer service at all, you’ve certainly heard of WOW moments, those moments of extraordinary service that make an impression on customers. While these over-and-above moments are

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