Retain: The Customer Retention Podcast
How to Understand Customer Emotions with Adam Toporek, CTS Service Solutions
October 24, 2023
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.
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, Adrian Swinscoe, Terry Earthwind Nichols, Brittany Hodak, John Sime, Howard Tiersky, Bruce Temkin, Matthew Holman, Nicolas Babin and Jem Bourouh.

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