{"product_id":"be-your-customers-hero-adam-toporek-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\u003cb\u003eAuthor:\u003c\/b\u003e Adam Toporek\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 0814449050\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9780814449059\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Amacom\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 04\/22\/2015\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 256\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.95lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 8.81h x 6.47w x 0.62d","brand":"Adam Toporek","offers":[{"title":"Paperback","offer_id":43988289880319,"sku":"9780814449059","price":18.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_3bc187dc-13aa-4952-afb6-b888f29e63c1.jpg?v=1683293696","url":"https:\/\/www.whiterainbookhouse.com\/products\/be-your-customers-hero-adam-toporek-9780814449059","provider":"WR Book House","version":"1.0","type":"link"}