Those 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?In Be Your Customer's Hero, 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: - Achieve the mindset required for Hero-ClassTM service- Understand the customer's expectations--and exceed them- Develop powerful communication skills- Avoid the seven triggers guaranteed to set customers off- Handle difficult and even irrational customers with ease- And moreArmed with the tools and techniques in this invaluable resource, readers will have all they need to transform themselves into the heroes their customers need.