Digging in your heels… to destroy the customer experience

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One of the great destroyers of company value is the digging-in-your-heels phenomenon.

Your poorly hired and poorly trained staff member is confronted by a customer who wants an exception, an accommodation–something that requires a break from your company’s ordinary procedures.

Instead of seeing this as a chance to take the customer’s side for the sake of both the customer and your company’s survival, the opposite happens: The better the arguments of the customer, the more entrenched your representative becomes, the more invested in “winning.”

Leaders know you don’t win an argument with a customer.  But have you gotten this across to your people?

Micah Solomon keynote speakerFrom Micah Solomon author, keynote speaker, consultant on customer service excellence, sales, branding, and transforming company cultures in our socially connected world.

See Micah in action — including video and free resources — at https://micahsolomon.com. Or, click here for your own free chapter  of Micah Solomon’s customer service bestseller,” Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.”