resolving customer service issues

Adam shares best practices for resolving customer issues and a simple time-tested process you can share with your front-line associates.

Rocking your worst customer service issues

Many customer-facing employees benefit greatly when there’s a shortcut to remember how to handle the trickier customer service issues with finesse. If you’re listening today, your employees and customers are in luck! You’re about to learn a special process from Adam’s book, Be Your Customer’s Hero, called the CATER process.

If you’re thinking CATER is an acronym for something, you are right, but you’ll never guess what these letters stand for. One of them is something we’re typically told NOT to do! But we argue it makes a huge difference when it’s done right.

Want to make handling unhappy customers less stressful while ensuring better outcomes? Find out what the CATER process is all about!

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Give your team the customer service training they deserve

Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at, that is

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