BSP 040: Be Your Customer's Hero by Adam Toporek

In his book, Be Your Customer’s Hero: Real World Tips and
Techniques for the Service Front Lines, Adam Toporek wanted to take
a conversational approach to customer service that could be
digested as a reference book, aimed at front line employees.
Toporek states that front line employees – those who work directly
with customers, whether via phone, email, or face-to-face, tend to
skew younger and don’t have time for fluff, but still want to learn
to be more effective when working directly with customers. Toporek
helps clarify the distinction between customer service and customer
experience. Customer service is just part of the one-on-one
interaction with a customer; whereas customer experience refers to
the entire journey a customer has with an organization, including
marketing pieces or emails from the organization. Toporek’s book
aims to motivate front line employees, making them more confident
in using the necessary tools and techniques to provide excellent
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