C-Suite TV Talks Customer Service, Making Change Happen and the Inside Out Approach

 Best Seller TV

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 customer service.

Joy Marsden, author of Keep Stepping! Essential Ways to Lead Yourself and Others Through Challenge and Change, talks about why people need to constantly move forward after challenges in order to achieve their goals. She states how a person’s initial response to a crisis is to stop or stand still but stresses that, “If you want to achieve, you have to move.” In order to achieve more, one must shred behaviors — which she defines as taking stock of things we need to let go in order to move forward.

Marsden says that successful companies share one important trait: they stretch boundaries. By stretching boundaries, they become agents of change and continue to move forward, no matter the obstacles ahead.

All episodes of Best Seller TV will air throughout the month on C-Suite TV and are hosted by TV personality, Taryn Winter Brill.

Executive Perspectives

Host Jeffrey Hayzlett talks to Alan Fine about his journey from athletic coach to business coach and how both industries share a core set of principles that make success possible. As a former tennis coach, Fine turned his coaching style from outside in, to inside out — which encourages athletes and entrepreneurs alike to remove the roadblocks that are focused on an internal dialogue.

Fine tells Hayzlett that tuning out the noise is “simple, but not that easy” to do. He says that people tend to choose what they listen to, which is why high performers can easily tune out the noise. Fine also lists the fundamental principles of the inside out approach: knowledge, faith, fire, and focus and adds that focus is the most important of all the principles because, “If you want to change a belief, you need to start on something different.” Everything starts with our choice of focus.

All episodes of Executive Perspectives are hosted by Jeffrey Hayzlett and can be seen throughout the month on C-Suite TV.

Best-selling author, speaker, and former Fortune 100 CMO, Jeffrey Hayzlett, created C-Suite TV to give top-tier business authors a forum for sharing thought-provoking insights, in-depth business analysis, and their compelling personal narratives.

“The dog days of summer are here and so are some of the best episodes of C-Suite TV. Best Seller TV has two incredibly insightful authors in Adam Toporek and Joy Marsden talking customer service and being able to constantly move forward. I’m a firm believer in adapt, change or die and I think these two authors definitely fit that bill,” Hayzlett said. “My interview with Alan Fine draws useful parallels between the world of sports and business that can be applied to any business industry, at any level.”

For more information on TV episodes, visit www.csuitetv.com and for more information about the authors featured in Best Seller TV episodes, visit www.c-suitebookclub.com.

ABOUT C-SUITE TV:
C-Suite TV is a web-based digital on-demand business channel featuring interviews and shows with business executives, thought leaders, authors and celebrities providing news and information for business leaders. C-Suite TV is your go-to resource to find out the inside track on trends and discussions taking place in businesses today. This online channel is home to such shows as C-Suite with Jeffrey Hayzlett, Executive Perspectives and Best Seller TV, and more. C-Suite TV is part of C-Suite Network, the world’s most powerful network of C-Suite leaders. Connect with C-Suite TV on Twitter and Facebook.

ABOUT JEFFREY HAYZLETT:
Jeffrey Hayzlett is the primetime television host of C-Suite with Jeffrey Hayzlett and Executive Perspectives on C-Suite TV and is the host of the award-winning All Business with Jeffrey Hayzlett on the CBS on-demand podcast network, Play.It. Hayzlett is a global business celebrity, Hall of Fame speaker, best-selling author, and Chairman of C-Suite Network, home of the world’s most trusted network of C-Suite leaders. Connect with Hayzlett on Twitter, Facebook, LinkedIn, Google+ or www.hayzlett.com.