On January 28, 2013, we introduced a new way to define ideal customer service. We had a lot of fun putting together our concept of Hero-Class Customer Service™, a concept that stems from the belief that every delivery of superior customer service involves a hero of some sort. We thought a Slideshare presentation would be a great way to capture the different qualities that make up Customer Service Heroes. From Superman to Spiderman, here is what it takes to be Customer Service Hero.

1. What is a
Customer Service Hero?
©Copyright 2013. CTS Service Solutions. All Rights Reserved.
By Adam Toporek
June 13, 2013

2. customersthatstick.com
In 2012, we began searching for a term to
describe customer service that is both
amazing in its quality and impressive in its
delivery.
For years, we had used many of the usual
terms…

3. customersthatstick.com
 World-class customer service
 Platinum-level customer service
 5-star customer service
… but those terms mean different things to
different people.

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We wanted a term that …
and…
Had a specific meaning
Was not overused

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Hero-Class
Customer
ServiceTM
And so was born…

6. customersthatstick.com
So, what is a
Customer Service
Hero?

7. customersthatstick.com
The phrase Hero-Class Customer
ServiceTM embodies the concept
that every delivery of superior
customer service involves a hero
of some sort.

8. customersthatstick.com
In a world filled with poor
service, administrative hassles,
and a digitally-distracted
populace, the attention and focus
great customer service reps give
their customers makes them
heroic…

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Here are the qualities of a
Customer Service Hero.
Coincidentally, many of our
favorite superheroes have the
same qualities…

10. Impenetrable Skin
(Superman)
Customer facing
professionals are
often on the receiving
end of anger and
blame. Customer
Service Heroes must
have a thick skin.

11. The Right Tools
(Batman)
Like Batman’s utility
belt, Customer Service
Heroes have the tools
at their disposal to
deliver a great
customer experience.

12. Invisibility
(Invisible Woman)
Customer Service
Heroes have the
ability to be
present, without
being seen or heard.

13. Hyperawareness
(Spiderman)
Customer Service
Heroes sense problems
before they go too far
and take proactive
action to address them
before damage is
done.

14. Ability to Thrive in
Difficult Environments
(Aquaman)
Customer Service
Heroes have the ability
to thrive in
environments that
others cannot -- and
doing so only makes
them stronger.

15. Secret Identity
Customer Service
Heroes know to put
their professional
costumes or game-
face on when they are
on the job.

16. Super Speed
(The Flash)
Customer Service
Heroes are lightning
quick. Even when the
solution is not not
quick, the response
should be.

17. Thrives On a Team
(Justice League of
America)
Some jobs are too big for
one person. Sometimes,
even the best Customer
Service Heroes cannot do
it alone.

18. customersthatstick.com
So, that’s what it takes
to be a Customer
Service Hero!
Will you be someone’s
hero today?

19. Want more on Customer Service and the Customer
Experience? Download your copy of our FREE eBook,
7 Secret Customer Service Techniques Every Expert
Knows.
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21. Photo Credits
Blonde woman (credit)
Book cover (credit)
Super hero on cover (credit)
Batman and Robin (DC Comics)
Aquaman (DC Comics)
DC Comics and Marvel Comics: This SlideShare presentation
contains images from the copyrighted websites DCComics.com
and Marvel.com. It is believed that use of these materials
qualifies as fair use under United States Copyright Law. If you are
the holder of this copyright and object to its use, please contact
us at info <at> customersthatstick.com.
Invisible Woman (Marvel)
Justice League (DC Comics)
Batgirl (DC Comics)
Superman (DC Comics)
Spiderman (Marvel)
The Flash (DC Comics)