About this item
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 Be Your Customers Hero answers the call The book provides customer-facing professionals with short simple actionable advice designed to transform them into heroes in the eyes of the customers they serve Quick chapters show readers how to achieve the mindset required for Hero-Class service understand the customers 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 and become an indispensable part of any frontline team Armed with the tools and techniques in this book readers will start each workday knowing they can conquer whatever problem comes their way.
About the Author
Adam is the author of Be Your Customer's Hero (2015) , as well as the founder of the popular Customers That Stick(TM) blog and co-host of the Crack the Customer Code podcast. He is the owner of CTS Service Solutions, a consultancy specializing in high-energy customer service workshops that teach organizations and frontline teams how to deliver Hero-Class(TM) customer service.
His approach to customer experience focuses on practical solutions that small to medium-sized businesses and customer-facing professionals of all levels can use effectively in the real world.
Adam is a third generation entrepreneur with experience in retail, wholesale, and franchising. He has an MBA from UNC Charlotte and a Certificate in Customer Experience from Arizona State University; he is also a Net Promoter Certified Associate.
Adam has been recognized in both ICMI's "#CustomerService 100" and The Huffington Post's "Top 100 Most Social Customer Service Pros On Twitter" and has been cited or published in a variety of media, including HuffingtonPost, Entrepreneur, and Salesforce.com's blog.
