Handling Customer Threats | Angry Guy In Laptop

A Brief Philosophy of Customer Service Capability

We are moving one of our businesses today, so I thought I would keep this post quick and dirty. I want to briefly share my concept of customer service capability.

When it comes to the capability of team members to excel at customer care, you can divide your team into three categories:

  • Those who get it,
  • Those who can learn it, and
  • Those who just don’t have it.

Handling Customer Threats | Angry Guy In LaptopFor the first category, keep them, grow them, and empower them.

For the second category, train them, support them, and elevate them.

For the third category, reassign them or remove them.

While more of a general philosophy than an actionable blueprint, the above concept is a great reminder that not everyone is destined for a customer facing position. Concentrate your energies on those that can be effective.


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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