How To Be A hero To your Customers

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Adam Toporek, Customer experience expert, and keynote speaker believes all customer service employees can be heroes. He is the author of Be Your Customer's Hero, a book that shows anyone how they can be a hero to their customers. This write up is based on his book and his interactions with some customer service providers- read on

He says, "Countless customer service employees have told me they can't be a hero. According to them, their job doesn't allow it."

I'm a cashier/receptionist/call center rep/etc.," they say. "There is hardly ever an opportunity to be a hero to customers. Most of my interactions are routine."

In a discussion on how to apply the concepts from his book, he explains,? A hero is someone who is there when you need them?

Here are a few of the topics raised in the discussion.

What is a customer hero?
Can you be a hero to every customer?
What is the difference between proactive and reactive service?
How can employees be heroes when they aren't empowered?

What is a customer hero?

"A customer hero is someone who is there when you need them,"

"I once left my iPad in an airport restaurant. The server found my device and sprinted through the terminal after me, handing me the iPad just as I reached my gate. That was definitely a hero moment.

For example, airport restaurant servers often wait on guests who have a tight timeline to eat before catching a flight. "The hero," says Toporek, "is the waiter or waitress who actually takes note of that, speeds up your order, makes sure they expedite it in the kitchen, checks in with you multiple times, and then proactively brings you.

He explains--Think about situations where you can anticipate a customer's needs, and proactively address them. It doesn't have to be a major moment or a rare occasion. All you have to do is be there for someone when they need you.

Can you be a hero to every customer?

Realistically? Probably not. But that shouldn't stop you from trying.

Remember that a hero is someone who is there when they are needed. We have the ability to do more for our customers than we realize.

You can be friendly.
You can be attentive.
You can anticipate issues.
You can use your expertise to guide customers.
You can follow up and close the loop.

What is the difference between proactive and reactive service?

Proactive service means doing things to anticipate problems and avoid them, something Toporek calls "forward resolving." Reactive service involves reacting to a customer's request.

.How can employees be heroes when they aren't empowered?

Employees definitely face a lot of barriers when serving customers.

They might lack resources and training, or have no incentives that encourage them to work in customer's best interests. But Toporek suggests employees can still be attentive.

"A lot of being the hero is personal accountability and personal awareness," says Toporek. "You can always do that."

According to Toporek, being attentive frequently uncovers opportunities to serve that might otherwise be missed. "Do as much as you can, up to your level of empowerment."