Introducing the Be Your Customer’s Hero Customer Service Workshop & Training.

It’s customer service training... that actually lasts.

You know that a great customer experience makes everyone’s life easier – especially yours.

But how do you get your staff to consistently deliver it?

Hi, I’m Adam Toporek -- customer service expert, keynote speaker, and author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines.

Over the last 10 years, I’ve helped thousands of employees from different industries understand how to deliver incredible customer experiences to their customers.

So when it comes to getting your employees to deliver incredible – or as I call them, ‘Hero-Class®’ – customer experiences, I know what works… and what just wastes your money.

In fact, I can tell you right now the three top reasons customer training fails… and I’ll bet you can recognize at least one from your experience. 

Let’s face it: Your team doesn’t want or need another customer service training that just tells them to be friendly and delivers anecdotes about the Apple store.

They work on the front lines of service every day, and they need the tools to equip them to handle the difficult situations.

The most common question I am asked in my workshops is this one: “What do I do when a customer is yelling at me, and I can’t give them what they want?”

You’re not going to answer this question with fluff and generic slogans like “take care of the customer and the rest will follow.” 

On the other hand, you can have the best advice ever… but unless you can deliver it in a way that matters to your staff, it’s not going to move the needle.

Frontline teams need to be engaged.

They need to understand that the person speaking with them understands the challenges they face every day. And they need to be spoken to like professionals, not preached at from on high.

Basically, training that isn’t delivered in a way that connects with and inspires your staff won’t make a difference.

This is the most expensive problem of all… and yet, the most common.

How many times have you had ‘training’ or a ‘speaker’ that got everybody motivated and excited until the effect just faded within a few days?

It doesn’t matter how good the training is. If it’s not reinforced and regularly used, it’s a complete waste of money once all the motivation wears off.

No boring lectures, cheesy videos or sleep-inducing slide presentations — they’ll be forgotten almost instantly by your staff.

Tips and techniques that aren’t field-tested in the front lines of service — and don’t work in the real world — are useless.

Lasting change needs more than a few catchy phrases; it requires your staff to change their whole mindset.

Even the best training will be forgotten if it’s not reinforced for the staff who receive it.

Without a culture of management support behind it, even the best-intentioned changes will fail.