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

Improve Your Customer Experience with Microinteractions (Video)

I was able to catch up with my podcast partner, Jeannie Walters, at the recent National Speakers Association Influence 2016 event in Arizona and talk with her about one of her customer experience specialties: microinteractions. What Are Microinteractions? A microinteraction is any small moment where a customer interacts with your brand. It could be a confirmation email, an exit […]

How Customer Service Training Is Like a Hollywood Love Story

Love stories in the movies, whether in the form of romantic comedies or more sentimental Nicholas Sparks-esque vehicles, have one similar device: the movie ends when the two love interests finally get together. Usually, the couple has overcome obstacles that have kept them apart — either self-inflicted or environmental — and the movie closes when […]

The Importance of Listening in Customer Service

Everyone who has ever worked in a customer service capacity knows that we won’t always have the ability or resources to solve every customer problem we encounter. What we can do each and every time we speak with a customer is offer them our attention, by listening to their needs in an engaged manner and responding appropriately. Listening forms the foundation […]

9 Customer Service Training Ideas That Work

Looking for ideas to help focus your customer service training and get results? Far too often, managers, business owners, and organizational leaders struggle with how to effectively train their frontline teams. Of course, nothing can replace formal, professional training, but leaders can accomplish a great deal by focusing their efforts on customer service training ideas […]

Why Amazon Will Swallow Almost Everyone

Amazon. The name itself perfectly captures the essence of what the company has become. It is the largest, dominant feature in its ecosphere. It provides sustenance to those who use its resources. It serves as an economic engine for those whose livelihoods center around it. And nearby bodies of water feed it more than they […]

8 Ways to Be Your Customer’s Hero

It’s official! We’re celebrating the 1 year anniversary of Be Your Customer’s Hero! By focusing on the skills frontline teams need to successfully navigate relationships and interactions with customers, Be Your Customer’s Hero has directly impacted customer-facing teams and businesses teams all over the country and the world. To commemorate the one year anniversary of HERO, […]

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Interview: GetApp’s Top 25 Customer Service Apps

Interview: Suzie Blaszkiewicz of GetApp Suzie Blaszkiewicz is a market analyst and content editor for GetApp.  GetApp offers a digital comparison tool of customer service software and recently published a report on the Top 25 Customer Service Apps. Suzie speaks with us about the methodology behind the study and some of the surprising results. If you’re interested in customer service […]