In 82 information-packed, short chapters, consultant Adam Toporek expertly details the inside route to heroic customer service. In this very useful handbook for service providers, he teaches employees how to treat customers with respect and put them first. This easy-to-use reference features clear, memorable examples. Toporek paints a rich, vivid picture of exactly what to do. First he coins the term “Hero-Class customer service” and then he shows you just how to achieve it. getAbstract recommends his comprehensive, practical advice to HR personnel, store supervisors, customer-service managers and front-line employees and owners.

In this summary, you will learn

• What constitutes great customer service
• How to avoid the “seven service triggers”
• How to deal with “nightmare customers”

How to become a “hero” to your customers