Be Your Customer S Hero

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.

Companies spend big money and significant resources to acquire new customers, but they tend to give little thought on how to keep their business. That’s a big mistake! Nadji Tehrani and Steve Brubaker, both Customer CareTM experts, explore how to go the extra mile in keeping customers happy. Whether you work at a startup or an established organization, you’ll find proven strategies that will help you: • define and deliver extraordinary Customer CareTM; • duplicate the practices of companies that provide great customer service; • avoid practices of companies that have failed to deliver on their promises; • devote more resources to keeping current customers happy. • develop incentives, policies, and training to encourage staff to solve problems. Examples from companies such as Ace Hardware, Amazon, American Express, Apple, Disney, The Ritz-Carlton, Starbucks, Southwest Airlines, Wine Enthusiast, and Zappos make this an essential guide for any professional who wants to forge stronger relationships with customers. Everyone knows that it’s far less expensive to keep existing customers than it is to win and onboard new ones. That’s just one of the many reasons to learn the lessons in Taking Your Customer CareTM to the Next Level.

Who?s Your Hero? volume 2 teaches how children ages 3 and up can be like Alma, Enos, and Helaman?s stripling warriors in their everyday lives. Full-color, fun illustrations will keep the attention of pre-readers. Volume 2 Book of Mormon stories include: ?Helaman?s Warriors Respect Their Parents,? ?Enos Sincerely Prays,? and ?Alma Apologizes.? Family home evening ideas and activities are also featured at the end of each story. Who?s Your Hero? is ideal for teaching children to love the Book of Mormon!?What I love is the simple values that are taught through this book in a way that my three-year-old son understands and is really able to apply them. I cannot wait for Volume 2 to come out!??Sara from the Internet?My seven-year-old reads it alone and my five-year-old always wants it read again and again. I can?t think of better heroes for them, and Bowman makes these familiar names and people come to life with everyday examples of how to apply their teachings to today?s life.??Dixie from the Internet

This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as “uninformed,” “rude,” “hot-tempered,” “uncaring”? For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it’s too late.

THE RETURN OF SORAHB? Legend has it that when Farsala most needs a warrior to lead it, Sorahb will be restored by the god Azura. That time has come. After a devastating loss to the army of the Hrum, Farsala has all but fallen. Only the walled city of Mazad and a few of the more uninhabitable regions remain free of Hrum rule, and they seem destined to fall as well. Farsala needs a champion now. Three young people are waging battle as best they can. Soraya, Jiaan, and Kavi, their lives decimated by the Hrum, are each in a personal fight against their common enemy. Apart, their chances are slim, as none of them is Sorahb reborn. United, perhaps they can succeed. But only Time's Wheel can bring them together—if it turns the right way. If it doesn't, Farsala is surely doomed. In the sequel to the critically acclaimed Fall of a Kingdom (formerly titled Flame), the first book of the Farsala Trilogy, Hilari Bell draws readers deeper into the mythical land of Farsala and weaves an epic tale of destiny and danger.

The life of a teenager can be tough. But not all teens get into trouble, and the ticket to an easier ride comes down to one thing - self-esteem. Self-esteem affects how teens think and behave with their families and friends, at school, and in relationships. Self-esteem also affects how teens deal with stress, drugs, alcohol, food, their bodies, and much more. How to Be Your Own Hero guides teens to make decisions that will improve their self-esteem and to move them toward their success. In building self-esteem, teens will find inner strength and resilience - and the greatness that they all have inside of them. How to Be Your Own Hero is a toolkit for building Self-Esteem. It is written for Teens, but is also helpful for the parents and educators who love them.

You don't have to be one of the super heroes from books or TV to be one yourself. And now you can let your child know that it is a super hero every day! Help your child to see the super powers it owns and teach them how to be a super hero on a daily basis. This book will let your child see its value no matter what anybody else says. I am a super hero, because I care for others. I am a super hero, because I keep my promise. I am a super hero, because I am a good friend. I Am a Super Hero! is perfect for reading with your children and showing them the cute images of male and female super heroes. Juliane Green, mother of an autistic son, loves creating books that are encouraging for the little souls that want to become big! Check out her website at www.julianegreen.com