Micah Solomon

“How should I compensate a customer for a service or product failure?” …This is one of the most common, popular, and emotionally fraught questions I encounter. (I can find myself answering it most any day in the course of customer service consulting  and in nearly every Q&A session that follows a  keynote speech on customer […]

In customer service, the key to an effective apology is to convey to the customer at the outset that you’re willing to take his side and share his viewpoint. And yet, when employees overhear a manager taking the customer’s side, don’t expect them to be thrilled.  (‘‘Does my boss blame me? Does she actually believe

Business keynote speakers tend to run into the same questions over and over from nervous audiences facing new on and offline realities. For me, this recurring query goes something like this: “Micah, isn’t it dangerous out there for my brand, my company, myself, in the social media universe? How can I be sure we’ll even

Most businesses have no idea — no idea! — the extent to which they can improve customer perceptions by getting the little things right.  (You’re likely doing the big things right, anyway–as, unfortunately, are your competitors–so the little things are where the opportunity is.) Here’s one of those little things you can nail, if you

Cultural differences can create particularly bad impressions when you interact with a customer from a different part of the world—or even a subculture within your own country. Why does this happen? Culture is the set of assumptions, traditions, and values a community develops over time. Thus, members of a culture other than yours may interpret

Let’s talk about positive peer pressure for a minute: the double significance of every hiring decision in how customer service is provided at great companies — including, I hope, yours. One reason that your hiring decisions affect the treatment of customers is obvious: the direct interactions between those you hire and your customers, not to

Customer service–exceptional, consistent, customer-centered service–can transform your business more quickly than nearly any other advantage. Here’s why. The primary threat to a business today is the perception by customers that all you offer is a replaceable, interchangeable commodity. This hazard stalks your every move: No matter how unbreachable your business’s advantages may appear right now,

I apologize for this interruption to those of you who aren’t lawyers, don’t practice law, and aren’t involved in a law firm. I’ll have great stuff for you as well, upcoming. ==== Boca Raton, FL (PRWEB) January 08, 2013 Rocket Matter Features Customer Service Speaker Micah Solomon in Upcoming Webinar for Law Firms Professional keynote

The most profound truth about business is an incredibly simple one: The customer is at the center of the customer’s universe. I call this The Yearbook Effect, tipping my hat to a post by Seth Godin where he pointed out that “when you hand someone a photo album or a yearbook, the first thing they

…then your customer service sucks, period. At least, unfortunately, that’s how it appears to your customers. (Though be sure to read to the end of this article for a silver lining.) Look, I sympathize 100% about the stresses of this season.  The seasonal landscape is very rocky: hard-to-handle spikes in orders, unusual hours, frantic timetables,