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