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 per day) to celebrate with your team and your customers. History of National Customer Service Week First, a quick history of…

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 customer service. The Ninja Warrior competition has a number of parallels to frontline customer service. For one, the course is ever-changing.…

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 happiness at work. Attitude certainly isn’t everything; skills and competence do matter. However, without a great attitude, these attributes are...

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 service particularly challenging  because almost every customer has both established service expectations and well-formed service triggers. Those expectations are often…

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 channel but beginning to focus on selling itself as an indispensable channel for customer service. On August 6th, Twitter released a...

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 with starts to overshare. We hear about their life story, about the seven week saga that led to the order...

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 practice was affiliated with. My schedule was packed and the hospital was not close, so I found a major testing...

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 self control and delayed gratification in children. Here is part of the email: Researcher Walter Mischel at Stanford devised an ingenious...

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 appointment and decided to run a few errands until she was done. In this brief trip, I was reminded of...

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 are trying to find a way to make the customer happy without giving away the store and the customer (usually)...

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 Jet Ski® turns around almost on a dime, and within moments, we are speeding the other way at full speed....

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 people love their cable or phone provider, and among the least beloved is Comcast. Comcast announced recently that it will be...

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, often overlooked by organizations, that can have a big impact on the customer’s experience, such as the phrasing of an...

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 by decreasing the hassle-factor. Enter live chat. Live chat contains a number of attributes that contribute to hassle-free experiences. From ease of…

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 — to walk a mile in their shoes and to build a better shoe or create a better walking path...

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 own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor. While much is...

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, well… big. And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information...

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 customers are actually experiencing during the holiday shopping season. The Holiday Shopping Experience: Customer’s Viewpoint 2014 was conducted on November 24,...

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 prepare your teams for the remainder of the season. Remember, Black Friday and Cyber Monday still account for only a...

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 wrapping up the final edits on my upcoming customer service book with the publisher this week, and one of the...

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