Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines - Couverture souple

Toporek, Adam

 
9780814449059: Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines
Couverture souple
ISBN 10 : 0814449050 ISBN 13 : 9780814449059
Editeur : HarperCollins Leadership, 2018

Synopsis

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.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l'auteur

ADAM TOPOREK is a customer experience strategist and founder of CTS Service Solutions, a consultancy that provides organizations with real-world, customer-centric solutions through workshops and training. He authors the popular blog Customers that Stick.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
HarperCollins Leadership
Date d'édition
2018
Langue
anglais
ISBN 10 
0814449050
ISBN 13 
9780814449059
Reliure
Broché
Nombre de pages
256
Coordonnées du fabricant
Silvia Ruiz Crespo
silviaruizcrespo3@icloud.com
a11.cyberbull@gmail.com

Calle otamendi
Madrid
Madrid
28039
Espagne