Service triggers that set customers off. Power words that influence customer perception. Go-to tactics that turn difficult situations around.
My new book Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines is finally here. And I couldn’t be happier with the end product!
I am truly thrilled to put this book into the hands of customer-facing professionals all around the world.
Be Your Customer’s Hero (HERO) is a different type of customer service book. Short chapters. Straight talk. Effective techniques. HERO was written to serve busy frontline professionals and the even busier managers and business owners that work with them.
HERO is not about theory; HERO is about results.
Be Your Customer’s Hero is the book I wished I’d had in my years of running retail service businesses, a single book that I could hand to my employees, many of whom arrived inexperienced or untrained, to teach them most of what they needed to know to be great at customer service. Despite all of the amazing books on customer service and customer experience on the market, the book I needed didn’t exist.
So, I wrote it.
Here is the back cover description of the book:[av_promobox button=’yes’ label=’Pre-Order’ link=’manually,http://amzn.to/1BGj6em’ link_target=” color=’theme-color’ custom_bg=’#444444′ custom_font=’#ffffff’ size=’large’ icon_select=’no’ icon=’ue800′ font=’entypo-fontello’ box_color=” box_custom_font=’#ffffff’ box_custom_bg=’#444444′ box_custom_border=’#333333′] “In Be Your Customer’s Hero, Adam Toporek tackles not just the theory of customer service strategy, but the day-to-day actions that can truly elevate the experience for customers and employees alike. Adam’s on-the-ground experience provides perspective missing in most service playbooks today. This is a great book for any leader in an organization with customers.” — Jeannie Walters, CEO, 360Connext, and Co-host, Crack the Customer Code
Confident. In Control. Successful.
Is this how you feel when you work with customers? If you answered “no,” you’re not alone. Customer service can be incredibly difficult. Even the best customers can be quirky and hard to please, and the worst customers—well, don’t even get us started.
With the right mindset and skills, however, customer service can be easier. In Be Your Customer’s Hero, Adam Toporek gives you a playbook to succeed in any customer-facing role. You will learn more than 80 concepts and techniques, including how to . . .
• Direct your focus where it gets results
• Understand why customers behave the way they do
• Redirect difficult conversations with just one move
• Stand your ground without upsetting customers further
• Resolve virtually any customer service issue with a proven process
You’ll also learn these powerful tips:
• 7 service triggers you must avoid
• 10 power words that supercharge your customer communication
• 13 go-to tactics for defusing angry customers
Be Your Customer’s Hero is the single resource that can help you gain confidence, be in control, and become successful on the front lines of customer service.
I try not to ask for much on this blog, but today I have a favor to ask. If the book sounds interesting to you, please take a moment to order it today. Pre-orders are critically important in the publishing world and doubly so for a freshman author.
This book has been a labor of love, and I believe even the most seasoned service professionals will walk away with a number of ideas to take their service to the next level. I am confident that you will find exceptional value between the covers of HERO.
If you pre-order the Kindle version today, you should have it on March 22. If you pre-order the paperback, it will likely ship mid-April, a few weeks before our official launch date of April 28.
Your help would mean the world to me. If you’ve benefited from my writing on this blog and you think this book will benefit you as well, then don’t delay, please pre-order HERO now.
Finally, thank you! For being a reader of this blog and for your support of Be Your Customer’s Hero.
All the best,
PS. If for some reason you’re not quite ready to purchase HERO, I would truly appreciate if you could share this post using the social media buttons under “Share This Entry” below.
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.