{"product_id":"be-your-customers-hero-real-world-tips-and-techniques-for-the-service-front-lines-9780814449059","title":"Be Your Customer's Hero: Real-World Tips and Techniques for the Service Front Lines","description":"\u003cp\u003e\u003cstrong\u003eOn the front lines of customer service, every day presents new and unexpected challenges--and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help.\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003eThose who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown?\u003c\/p\u003e\u003cp\u003eIn \u003cem\u003eBe Your Customer's Hero\u003c\/em\u003e, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eAchieve the mindset required for Hero-ClassTM service\u003c\/li\u003e\n\u003cli\u003eUnderstand the customer's expectations--and exceed them\u003c\/li\u003e\n\u003cli\u003eDevelop powerful communication skills\u003c\/li\u003e\n\u003cli\u003eAvoid the seven triggers guaranteed to set customers off\u003c\/li\u003e\n\u003cli\u003eHandle difficult and even irrational customers with ease\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eArmed with the tools and techniques in \u003cem\u003eBe Your Customer's Hero\u003c\/em\u003e, you will have all they need to transform themselves into the heroes their customers need.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003eADAM TOPOREK is a customer experience strategist and founder of CTS Service Solutions, a consultancy that provides organizations with real-world, customer-centric solutions through workshops and training. He authors the popular blog \u003ci\u003eCustomers that Stick\u003c\/i\u003e. \u003cbr\u003e","brand":"Amacom","offers":[{"title":"Default Title","offer_id":50492143534354,"sku":"9780814449059","price":13.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0831\/4771\/8930\/files\/img_69aa7933-906b-46cd-b694-ff8cd04c3a8d.jpg?v=1730572953","url":"https:\/\/surprise-castle.myshopify.com\/products\/be-your-customers-hero-real-world-tips-and-techniques-for-the-service-front-lines-9780814449059","provider":"Surprise Castle","version":"1.0","type":"link"}