Entries by Adam Toporek

About Adam Toporek

By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.

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Here are my most recent posts

5 Qualities of Great Customer Service Managers

What are the qualities of a great customer service manager? Those who manage customer-facing teams need a broad range of not only qualities but skills. They need to be great at motivating, coaching, and managing their teams, and they have to be ready to jump into the fray to handle the issues that their teams can’t solve and […]

Leaning Into Customer Loyalty with Adrian Swinscoe

In this installment of our “Expert Interviews” series on YouTube, I interview Adrian Swinscoe. Adrian is a customer experience consultant and advisor. He is the author of How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson) and has worked with brands such as Shell, FT and The Economist Group. Adrian’s book How to Wow covers a […]

Keep Stepping to Succeed with Joy Marsden

I had the great pleasure of speaking with self-success speaker Joy Marsden about motivation, perseverance, and the power of keeping moving. Keep Stepping to Succeed Joy believes that we need to keep moving forward, to keep stepping, into the midst of challenge. And while not everyone may lead others or want to, we each must lead […]

Communication: The Most Important Skill in Customer Service

Frontline reps require a wide range of customer service skills if they are going to deliver Hero-ClassTM customer service. Like a father with his children, I don’t like to play favorites, but at some point, I must acknowledge that one skill is more important than all of the others. That skill is communication. Powerful, effective communication is foundational; […]

5 Characteristics to Look for when Hiring for Entry-Level Customer Service

Hiring frontline reps is one of the most important parts of the customer experience process. Bringing someone in with the wrong attitude, skill set, or cultural outlook can be toxic to a team, wasteful of time, and damaging to the customer experience. So, what characteristics should you look for when hiring for entry-level customer service? […]

The Power of Proactive Customer Communication

Proactive communication with customers is one of the most important customer service practices any organization or team can adopt. Not only do you show customers that you care about them by checking in, you can also learn about their needs, desires, and preferences. In addition, you can potentially discover any negative feelings or emotions that that […]

Turn Your Customer Experience Inside Out

In customer experience, perspective is a powerful force. Each participant in the customer journey has their own, individual perspective, and often, the gaps amongst these varying perspectives lie at the heart of dissatisfaction, displeasure, and misunderstanding. Whether it be an unwillingness to take a step back and try to see the experience from the perspective of another or a […]

The Best Customer Experiences Are All About Heart

Guest Poster: Phil Gerbyshak The following is a guest post from Phil Gerbyshak. Phil Gerbyshak teaches sales people and leaders to position themselves as an expert in their niche to up their influence, impact and income. If you’re looking to be more effective using LinkedIn, get your complimentary copy of LinkedIn Daily Dozen and tune in to Conversations with […]