Be Your Customer's Hero by Adam Toporek

1. 1. GREAT SERVICE IS ALL IN YOUR HEAD

1.1. Chapter 1: The Customer Is Always _

1.2. Chapter 2: Winning Is Not a Customer Service Goal

1.3. Chapter 3: Do You Know Your Mental Rules?

1.4. Chapter 4: Be Proud, and Then Swallow Your Pride

1.5. Chapter 5: Keep Your Cool When the Ball Comes at You

1.6. Chapter 6: Are You Renting Customers Space in Your Head?

1.7. Chapter 7: It’s True: Your Attitude Does Determine Your Altitude

2. 2. THE MIND OF THE MODERN CUSTOMER

2.1. Chapter 8: Customers Have Mental Rules Too

2.2. Chapter 9: What’s In It for Me?

2.3. Chapter 10: All Customers Are Irrational

2.4. Chapter 11: Everyone Is Rushed, Everyone Is Stressed

2.5. Chapter 12: You Don’t Know Your Customer’s Story

2.6. Chapter 13: Everyone’s Been Burned Before

3. 3. THE SEVEN SERVICE TRIGGERS

3.1. Chapter 14: Introducing the Seven Service Triggers

3.2. Chapter 15: Service Trigger #1: Being Ignored

3.3. Chapter 16: Service Trigger #2: Being Abandoned

3.4. Chapter 17: Avoiding Service Triggers #1 and #2

3.5. Chapter 18: Service Trigger #3: Being Hassled

3.6. Chapter 19: Service Trigger #4: Being Faced with Incompetence

3.7. Chapter 20: Service Trigger #5: Being Shuffled

3.8. Chapter 21: Service Trigger #6: Being Powerless

3.9. Chapter 22: Service Trigger #7: Being Disrespected

4. 4. BE A GREAT TEAMMATE

4.1. Chapter 23: Why Teamwork Matters

4.2. Chapter 24: Rise Above, Don’t Stoop Down

4.3. Chapter 25: “It’s Showtime”

4.4. Chapter 26: The Clothes Make the Rep

4.5. Chapter 27: Always Be Professional

4.6. Chapter 28: Set the Next Shift Up for Success

4.7. Chapter 29: Five Reasons Customer Documentation Matters

4.8. Chapter 30: Document Quickly and Effectively

4.9. Chapter 31: When to Help a Teammate with a Customer

5. 5. OWN THE SERVICE FLOOR

5.1. Chapter 32: Make That First Impression Count

5.2. Chapter 33: How Are You Today?

5.3. Chapter 34: How to Handle “I’m Just Browsing”

5.4. Chapter 35: Don’t Be a Helicopter Rep

5.5. Chapter 36: Can You Remember One Thing?

5.6. Chapter 37: The Name Game Is No Game

5.7. Chapter 38: Judge Not, Lest Ye Miss an Opportunity

5.8. Chapter 39: Become the Customer’s Personal Detective

5.9. Chapter 40: Never Talk Badly About Customers with Customers

5.10. Chapter 41: WOW Customers in the Blink of an Eye

6. 6. COMMUNICATE LIKE A PRO

6.1. Chapter 42: Customer Service Lessons Grandma Taught You

6.2. Chapter 43: Give Your Customers Your Undivided Attention

6.3. Chapter 44: Is Your Body Language Saying the Right Things?

6.4. Chapter 45: Smile When You Dial

6.5. Chapter 46: The Phone Is Different, and the Same

6.6. Chapter 47: Use BRWY Communication

6.7. Chapter 48: Want to Help Your Customers? Shut Up

6.8. Chapter 49: Ask Questions, Lots of Questions

6.9. Chapter 50: Jargon Is a Wall Between You and the Customer

6.10. Chapter 51: 10 Power Words You Must Use

6.11. Chapter 52: Assure Accountability

6.12. Chapter 53: Always Get Buy-In for Your Response Times

6.13. Chapter 54: Don’t Make Promises You Can’t Keep

6.14. Chapter 55: The Art of the Pivot

7. 7. MASTER DIFFICULT SITUATIONS

7.1. Chapter 56: Complaints Should Come with Bows on Them

7.2. Chapter 57: Listening Is a Start, Understanding Is the Goal

7.3. Chapter 58: CATER to Your Customers with This Service Process

7.4. Chapter 59: Focus on What You Can Do, Not on What You Can’t

7.5. Chapter 60: Making It Right Is More Important Than Being Right

7.6. Chapter 61: Let Upset Customers Punch Themselves Out

7.7. Chapter 62: What to Do When the Customer Won’t Stop Talking

7.8. Chapter 63: The Art of Framing

7.9. Chapter 64: Sales Techniques That Help Close the Deal

7.10. Chapter 65: Use Your Authority

7.11. Chapter 66: Don’t Blame the Policy for the Problem

7.12. Chapter 67: Fine Print Isn’t Always So Fine for Customers

7.13. Chapter 68: Handling Customer Service “Experts”

7.14. Chapter 69: When a Complaint Is a Scam

8. 8. HANDLE NIGHTMARE CUSTOMERS

8.1. Chapter 70: Applying What You Know When the Heat Is On

8.2. Chapter 71: There’s No Silver Bullet for a Hand Grenade

8.3. Chapter 72: 13 Go-To Tactics for Defusing Angry Customers

8.4. Chapter 73: How to Draw the Line with a Customer

8.5. Chapter 74: How to Handle Customer Threats

8.6. Chapter 75: What to Do When a Customer with an Audience Goes Crazy

9. 9. UNDERSTAND THE DIGITAL FRONT LINES

9.1. Chapter 76: The Channel Impacts the Message

9.2. Chapter 77: Privacy and Security Are the New Triggers

9.3. Chapter 78: Good Email Is an Art

9.4. Chapter 79: The Social Customer Is Here to Stay

10. 10. BE YOUR CUSTOMER’S HERO

10.1. Chapter 80: What Really Makes a Hero-Class Customer Experience?

10.2. Chapter 81: Adopt the Mindset of a Hero

10.3. Chapter 82: Be Your Customer’s Hero