Hero-Class Customer Service | CTS Man With Cape

What is Hero-Class Customer Service? Part 2

In our last post, What is Hero-Class Customer Service? Part 1, we discussed why we like the term Hero-ClassTM Customer Service and the characteristics that customer facing professionals need to become customer service heroes.

The final piece of understanding Hero-ClassTM Customer Service is to discuss what it looks like in an organization as a whole. What is the essence of Hero-ClassTM Customer Service itself? How does the sum of the parts, the actions of individual heroes, add up for the organization and its customers?

Hero-ClassTM Customer Service…

Hero-Class Customer Service | CTS Man With Cape… is super-fast but never rushed
… is proactive more than reactive
… is visible in result but invisible in execution
… is experience-focused and not silo-bound
… is self-aware but not self-centered
… is consistent without being inflexible
… is efficient but not effortless
… is relational not transactional
… is always present but never an imposition
… is referral generating more than referral soliciting
… is surprising but never a surprise
… is data-conscious but not data-dominated
… is broad in concept but individual in application
… is grateful in substance not just in form

The list above represents what an organization should strive for, not what it should or can achieve. Sound-byte slogans often fail under the bright lights of real-world customer service and should not be approached literally. However, they are where we begin for inspiration and objective.

Hero-ClassTM Customer Service is a holistic approach to the total customer experience that transcends individual initiatives and programs of the week. It is based in a cultural approach that blends customer-focused systems with well-trained brand emissaries.

Put plainly, it is customer service that is all about customers.

Have you enjoyed Hero-ClassTM Customer Service anywhere lately?


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.

    Find more about me on:
  • googleplus
  • facebook
  • linkedin
  • twitter
  • youtube
10 replies
  1. Kaarina Dillabough
    Kaarina Dillabough says:

    I like the “broad in concept but individual in application”: there’s no one-size-fits-all when dealing with people, and customer service has, and always will be about serving the customer. Cheers! Kaarina

  2. Brian D. Meeks
    Brian D. Meeks says:

    I know that when I receive World Class Customer service, I tell people. I often blog about it.

    When the moment arrives that I need help and I look up the phone number to dial, I’m already frustrated. People who understand this earn my respect and future business.

    • Adam Toporek
      Adam Toporek says:

      So true Brian. Understanding what got a customer to that moment of picking up the phone or sending a tweet is the first step to having a successful exchange. Like a warranty department, everyone who calls is upset about something. Reps should embrace that going in.

  3. Ralph
    Ralph says:

    Hi Adam. This series is of particular interest to me. As professional in a business where focus on CS sometimes takes a back seat I find these tips a pleasure to have access to. In fact, with your permission I may add this to my arsenal for my monthly team building sessions with my team.

    The trick will be to find a tangible example to apply to your list.

    Cheers sir and thank you for sharing this info. Love it.


Trackbacks & Pingbacks

  1. […] You hear terms like “First-Class Customer Service” and “Gold Star Service” that describe what great customer service looks like. There is more to great customer service than just giving it a name, so we gave it an identity in our posts What Is Hero-Class Customer Service? Part 1 and Part 2. […]

  2. […] For that, please join us for Thursday’s post: What Is Hero-Class Customer Service? Part 2. […]

Leave a Reply

Want to join the discussion?
Feel free to contribute!

Leave a Reply

Your email address will not be published. Required fields are marked *