Effective customer service consulting (for restaurants and foodservice, as in other industries) starts by figuring out the customer’s point of view. Then — and only then — you consider the other stakeholders: IT, frontline employees, marketing, management, and, eventually, the shareholders. (Let me be clear here: This does not mean these stakeholders are less important […]

Apple’s personal assistron, Siri, is certainly a bit of a novelty act.  She is, however,  good at finding the question within your question. Here’s a real-life example from my so-called real life. “Siri, I’ve got a headache.” “Micah, I  found four drugstores* not too far from you.” *(One time, Siri told me instead: “I found

Here’s a customer service consulting secret that won’t cost you a penny, assuming you have some old luggage lying around: Give your business the rollaboard test. It’s a simple test you can do with a single piece of rolling luggage. Let me explain. This morning, holiday notwithstanding, I was sitting in a Philadelphia airport club

Customer service consulting can be intensive.  Technical.  Highly detail-involved. But sometimes, the simplest things tell the most.  You don’t need to burn the midnight fluorescents huddled over a spreadsheet to discover some of the issues dragging a company down in its attempts to bond, for life, with its customers. For today’s example, let’s talk about

“Here’s a customer service example from Apple.” “Here’s a customer service example from Starbucks.” “Here’s a customer service example from Southwest Airlines.” “Here’s a customer service example from The Four Seasons.” “Here’s a customer service example from Zappos.” …Sound familiar?  The default, it seems, for customer service authors and consultants and speakers (I’m as culpable

A customer service initiative — whether it’s formal and assisted by customer service consultants , informal [you do it all yourself], or anywhere in between — can reap significant rewards for a company in just about any industry. The goal, the highest level you can hope to accomplish with such an endeavor, is to learn

An expert approach to customer service requires a well-defined process for problem resolution. Let’s look at how to start setting up such a process. 1. Start by actively ”˜”˜harvesting’’ complaints. Yes, harvesting: Your company should have the same policy as Don Corleone in The Godfather and insist on hearing bad news right away. The sooner

There’s one central paradox that experts in customer service discover early on. (And by “expert in customer service” I mean everyone who learns, day to day, the lessons available to us from customers: Those often wonderful, often frustrating human beings who keep us in business.  By “expert,” in other words, I mean, in all likelihood,

Business author and customer loyalty consultant Micah Solomon‘s latest bestseller, High-Tech, High-Touch Customer Service, has just been released in  audiobook format (available at iTunes,  Audible, and more)  by Gildan Media,  announced Four Aces Inc., for whom Micah Solomon is the lead customer service consultant, customer loyalty and customer experience consultant, and customer service keynote speaker.

(PR Web): High-Tech, High-Touch Customer Service (AMACOM Books) by customer service consultant, customer loyalty speaker Micah Solomon chosen as one of “Ten Best Strategy Books to Beat The Competition” by Small Business Trends, announced Four Aces, Inc. today Seattle, WA (PRWEB) April 02, 2013 High-Tech, High-Touch Customer Service, the latest bestseller from customer service consultant and