The Be Your Customer's Hero

<p><strong>On 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.</strong></p><p>Those 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?</p><p>In <em>Be Your Customer's Hero</em> 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: </p><ul><li>Achieve the mindset required for Hero-ClassTM service</li><li>Understand the customer's expectations--and exceed them</li><li>Develop powerful communication skills</li><li>Avoid the seven triggers guaranteed to set customers off</li><li>Handle difficult and even irrational customers with ease</li></ul><p>Armed with the tools and techniques in <em>Be Your Customer's Hero</em> you will have all they need to transform themselves into the heroes their customers need.</p>