Adam’s path to internationally-recognized customer service expert began, incredibly, with a single customer interaction. In 2007, in a retail franchise business he owned, Adam witnessed one of his frontline reps checking in a customer for an appointment, all the while slouched in her chair, talking to her coworker between keystrokes, and never making eye contact with the customer.
The employee actually did care, but she had received the same customer service training most of our organizations have facilitated before. And it didn’t work.
After that day, Adam began a decade-long mission of finding another way, a way to think differently about customer service and to transform teams with lasting change. Eventually, Adam founded CTS Service Solutions to bring his innovative approach to business owners and C-Suite leaders who are struggling to move the needle with their customer service teams.
BE YOUR CUSTOMER’S HERO (AMACOM, 2015; China Renmin University Press, 2017)
Be Your Customer’s Hero addresses the real-world challenges that frontline employees face in their jobs. Using customer psychology, actionable communication techniques, and practical strategies for handling difficult service situations, HERO has helped thousands upon thousands transform how they interact with customers.
ABOUT ADAM NOW
Today, Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and trainer. As the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. He has appeared in over 100 media and is regularly cited as a top customer experience thought leader.
Adam has an MBA, is a graduate of ASU’s Center for Service Leadership Customer Experience program, and is a Net Promoter® Certified Associate. Outside of CTS, Adam is also an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation.