{"product_id":"9780814449059_be-your-customers-hero-real-world-tips-and-techniques-for-the-service-front-lines","title":"Be Your Customer's Hero: Real-World Tips \u0026 Techniques For The Service Front Lines","description":"\u003cbr\u003e\u003cdiv class=\"OutlineElement Ltr SCXW98278212 BCX4\"\u003e\n\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\n\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\n\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\n\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\n\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\n\u003c\/div\u003e","brand":"Adam Toporek","offers":[{"title":"Default Title","offer_id":46896667820181,"sku":"9780814449059","price":25.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0484\/3175\/9509\/files\/9780814449059_f8b5af7c-e4f0-4adc-a56d-76900ff86fdc.jpg?v=1776888179","url":"https:\/\/harpercollins.com.au\/products\/9780814449059_be-your-customers-hero-real-world-tips-and-techniques-for-the-service-front-lines","provider":"HarperCollins AU","version":"1.0","type":"link"}