Adam Toporek

5 Ideas for National Customer Service Week 2015

National Customer Service Week is coming up next week, October 5 – 9, so we came up with 5 ideas you can use (one...

5 Customer Service Lessons from American Ninja Warrior

As we close out season 7 of American Ninja Warrior this evening, I thought it would be fun to talk about Ninja Warrior and...

In Customer Service, Is Ordinary Now Extraordinary?

In Chapter 7 of Be Your Customer’s Hero, I wrote the following: “Great customer experiences begin with a great attitude, but so does satisfaction and...

5 Principles for Great Restaurant Customer Service

Restaurants are one of the few truly universal industries because almost everyone has familiarity with them. From a customer service perspective, this makes restaurant customer...

Is Twitter THE Channel for Customer Service?

Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service...

TMI from Frontline Reps; It’s Deadly

We’ve all had that awkward moment. We’re shopping in a store or asking about the product we ordered, and the frontline rep we’re interacting...

When Bad Systems Happen to Good People

I needed to get some routine blood work done a few weeks ago, and the doctor recommended that I use the hospital network his...

Are Your Customer Service Reps Eating the Marshmallow?

In yesterday’s Monday Motivation, a Monday email sent to subscribers to our eNewsletter The Customer Conversation, we spoke about Walter Mischel’s famous  experiment on...

One Company’s Inattention Is Another’s Opportunity

A few weeks ago, I stopped by a big box electronics store to make a quick purchase. I had dropped my wife at an...

Should Customer Service Reps Start with their Best Offers?

Customer service in the real world sometimes comes down to a negotiation. When you have an issue to resolve, often you and your organization...

Turning a Customer Service Culture

We wish that changing a customer service culture could be like turning a Jet Ski®. We slam the steering handles hard to the side, the...

How Customer Service Can Save Cable

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. It’s no surprise; few...

5 Ways Kimpton Builds Great Customer Experiences

As readers of 360Connext are aware, microinteractions help form an integral part of any customer experience. Microinteractions are those little parts of the customer experience,...

3 Questions to Ask Before Launching Live Chat for Customer Service

At CTS Service Solutions, we believe one of the best ways to improve  customer experiences is by making interactions ad easy as possible and...

Understanding the Other Side of a Bad Customer Experience

Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers...

Self Service Should Never Mean Solo Service

Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s...

Customer Information Form Basics: What You Need to Know

The words Big Data are spoken every day in corporate offices around the world. And the benefits of it to companies and customers is,...

Infographic: What Customers Experience Holiday Shopping

Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what...

6 Ways to Kickstart Your Organization for The Holiday Shopping Season

With the official Black Friday starting gun for the holiday season now officially fired, we thought we would share some tips for helping you...

A 3-Point Checklist for Reducing Customer Hassle

“First, do the customer no harm.”The Hero-ClassTM Oath One of the interesting things about writing a book are the things you leave out. I am...

New Posts