Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.
To get the free app, enter your mobile phone number.
Other Sellers on Amazon
+ $3.98 shipping
+ $4.92 shipping
+ $3.99 shipping
Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines Paperback – April 22, 2015
|New from||Used from|
Frequently bought together
Customers who bought this item also bought
"...presents a powerful worldview of how we should view and treat our customers. Be Your Customer's Hero is a must-read for every person in a customer-facing role." - Jack Canfield, Author of The Success Principles and co-creator of the best-selling Chicken Soup for the Soul series
"getAbstract recommends his comprehensive, practical advice to HR personnel, store supervisors, customer-service managers and front-line employees and owners." - GetAbstract
"Required Reading" - SupportIndustry.com
"The value of the book lies in explaining and exploring the human side of managing transactions that result in satisfaction for both parties. The chapters are practical, concise and action friendly." - Vancouver Business Journal
"...provides real-world tips and techniques for serving today's customers' minds, mastering difficult and unclear situations, and handling difficult customers." - Kansas City Leadership Examiner
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 Customer's 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 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
• 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.
Top customer reviews
There was a problem filtering reviews right now. Please try again later.
There are books that claim that they can show you how to build your customer journey map. This is not one of those books. As this book's subtitle aptly describes, Adam's book speaks to the front-line employee. If you are on the front line every day, Adam offers tools, guidelines and specific insight so that you are better equipped to handle any interaction from properly greeting the customer to handling a customer complaint, be it in person or on social media. Each chapter is short and to the point. No fluff. Only rich, useful advice to improve your personal delivery of customer service. Particularly valuable is Adam's insight in how to handle difficult situations from the "customer who won't stop talking" to the "nightmare customer". But beyond that Adam offers tips to help you deliver an exceptional level of personalized service whether it be in person, on the phone, through email or via social media.
Not every person can be a customer's hero, but if you read this book and re-read it often, I am convinced your customer service powers will strengthen every day.
If you are a front line associate, buy this book now. If you are an owner or manager of a business that has employees serving your customers directly, buy this book for every single one of them.
I would highly recommend purchasing and providing this book for anyone who deals with front line customer service; a worthwhile read indeed.
Most recent customer reviews
From: Dan Beaulieu
Be Your Customer’s Hero: Real World Tips & Techniques for the Service Front Lines
By Adam Toporek