All posts by Adam Toporek
Empathy Is Not Just a Mindset; It Is a Learned Skill
Empathy requires more than a shift in mindset; it requires a specific set of skills As a customer experience strategist and customer service trainer, empathy has always been a cornerstone of our
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Can I Work a Customer Service Job from Home?
SPECIAL NOTE: This video was pre-recorded prior to the outbreak of COVID-19 and the shutting down of many face-to-face businesses. While we certainly would have made it more current in content and
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Are Customer Reviews Reliable?
Are Customer Reviews Reliable? This is an age old question, or at least as old as the internet itself. The answer is simple. Yes, no, and maybe. If you’ve studied statistics at all,
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How to Destroy a Customer Relationship in the Final Moments
It’s amazing to me how many companies destroy a customer relationship at the very end. How their attitudes change towards a customer at the end of that customer’s “customer lifetime”. A company
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Do Customer Service Jobs Come With Training?
Customer service is not necessarily a natural skill set and there are a host of techniques that must be trained and then made into habit for people to succeed with customers. More…
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The Meditations of Marcus Aurelius by Marcus Aurelius (a One Win Book Review)
In this One Win Book Review, we take a look at The Meditations of Marcus Aurelius. Check out the video below to hear Adam’s one win that you can take away from The Meditations of Marcus Aurelius
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Can Customer Service Be Taught?
Customer service skills can be taught and a customer-centric ethic and mindset can also be taught. I think what the question might be trying to get at is is customer service a natural skill or
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Should I Send a Cover Letter for a Customer Service Job?
Yes, you should absolutely send a cover letter. Why? Because today, so many other people aren’t. It makes you stand out. It shows you’re professional. It shows you’re
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The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi (a One Win Book Review)
In this One Win Book Review, we take a look at The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi. Check out the video below to hear Adam’s one win that you can take
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Why is Customer Service Important?
The data is in and customer experience leads to all sorts of favorable outcomes. Companies that deliver superior experiences have been found to have better employee engagement, better retention,
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