How to Understand Customer Emotions with Adam Toporek, CTS Service Solutions

Retain: The Customer Retention Podcast

In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Adam Toporek, Customer Service Expert at CTS Service Solutions. Together they delve into how to become the customer’s hero; how to respond to negative and positive emotions of the customer; and unpacking if technology is a hassle for customers or not.

Adam is a Customer Service Expert at CTS Service Solutions, a customer experience consultancy that helps organizations deliver “Hero-Class” customer service by focusing on scalable and effective real-world solutions. Prior to this, he was the Co-host of Crack the Customer Podcast. He is further the Author of ‘Be Your Customer's Hero: Real-World Tips and Techniques for the Service Front Lines’ and ‘7 Secret Customer Service Techniques Every Expert Knows’.

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Retain: The Customer Retention Podcast is handcrafted by our friends over at: fame.so
Previous guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.
Check out the three most downloaded episodes:

• Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design Symphony
• Mastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience Maker
• The Game Plan: Demystifying Gamification with Moe Ash, Founder of The Catalyst

If you are interested in being a guest on Retain: The Customer Retention Podcast, please complete this form: fame.so/gmb-guest