Customer Service Hero

Slideshare: What is a Customer Service Hero?

On January 28, 2013, we introduced a new way to define ideal customer service. We had a lot of fun putting together our concept of Hero-Class Customer Service™, a concept that stems from the belief that every delivery of superior customer service involves a hero of some sort.

We thought a Slideshare presentation would be a great way to capture the different qualities that make up Customer Service Heroes.

From Superman to Spiderman, here is what it takes to be Customer Service Hero:


What You Don't Want Me Thinking | Thumbs Down

What You Don’t Want Me Thinking When I Buy From You

The other evening my wife and I were discussing where to go to dinner when I said, “Let’s go to that place with the fancy nachos I like; you know, the one with the crappy service.”

Unfortunately, she knew exactly which place I meant.

Restaurants deliver a product and a service, and the best ones excel at both. This restaurant has a good product, but its service is almost uniformly poor.

What You Don't Want Me Thinking | Thumbs DownThe servers, while nice enough, tend to forget about you for long stretches. The kitchen almost always takes too long to get the food out. And good luck getting the check before the next ice age starts.

We now associate this restaurant with good food and bad service – and that is a terrible place for a business to be, particularly if we are not the only ones who feel that way.

But wait – aren’t you going back there? Aren’t you giving them your business regardless of the poor service? Obviously, the product is good enough that the service doesn’t really matter.

On the surface, this might seem true; however, it does not take into account the hidden costs of poor service. Read More

7 Secret Customer Service Techniques

3 Things You May Have Missed in CTS’ First Year

One year ago today we officially launched Customers That Stick! Being part of a strong blog community (or many communities, if that is the way you like to view it), it is easy to forget that not everyone has been around since the beginning.

We’ve gained many new readers over the past year, and we thought it would be great to provide a brief recap and overview of the site for those who have joined the ride mid-stream.

To begin, this post tells about the launch of Customers That Stick.

Also, you can connect with us further by subscribing to Customers That Stick via RSS and by following us on the following social channels:

Google +

And finally, here are the three pieces of content that we think are core to the experience and community here.  This content is foundational to the CTS message and brand and will inform both what we do and how we do it as we enter our second year!

1. One eBook


In our first month, we launched an eBook that details some of the most important things that customer service experts know and use in the field. 7 Secret Customer Service Techniques Every Expert Knows was written for anyone (and everyone) who contributes to the customer experience. The techniques can be applied using any budget, and most of the content can be implemented right away.

We’ve had almost 1,000 downloads so far and have received some fantastic feedback on how the content has been used by our readers. If you haven’t had the chance yet, please sign up for The Customer Conversation and to get a copy of 7 Secret Customer Service Techniques Every Expert Knows. Read More

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

Read More

What is Hero-Class Customer Service? Part 1

I’ve searched for a long time for a phrase to describe a level of service that is both amazing in its quality and impressive in its delivery.

Hero-Class Customer Service | CTS Man With CapeSure, I’ve used the typical phrases for years — world-class customer service, platinum-level customer service, 5-star customer service — and so on. But these phrases are common, and as such, have many meanings.

What you mean when you say “world-class customer service” and what I mean can be two completely different things.

I wanted a phrase that was not overused and that had a specific meaning. A term, well, that could have a specific definition.

In the end, I chose Hero-ClassTM Customer Service.

What is Hero-ClassTM Customer Service?

The phrase Hero-ClassTM Customer Service embodies the concept that every delivery of superior customer service involves a hero of some sort. They might not be able to leap tall buildings in a single bound or control sea creatures telepathically, but the customer facing professionals who deliver consistently excellent customer service are heroes to their customers.

In a world filled with poor service, administrative hassles, and a digitally-distracted populace, the attention and focus great customer service reps give their customers makes them heroic to most.

What Are the Qualities of a Customer Service Hero?

My original framework for this section referenced Joseph Campbell’s construction of the hero’s journey. In thinking about the matter, however, a customer service hero is a hero in a different sense. Read More