By: Jeff Toister (submitted by Carmen Gass)

Heroism is a misunderstood concept.

Countless customer service employees have told me they can’t be a hero. According to them, their job doesn’t allow it.

“I’m a cashier/receptionist/call center rep/etc.,” they say. “There’s hardly ever an opportunity to be a hero to customers. Most of my interactions are routine.”

Customer experience expert and keynote speaker, Adam Toporek, believes all customer service employees can be heroes. He’s the author of Be Your Customer’s Hero, a book that shows anyone how they can be a hero to their customers. Read more here.