From keynote speaker – customer service speaker Micah Solomon Beating Little Kids at Chess When I see customer service employees refusing to budge in disputes with customers over small charges, rushing them out the door when it’s closing time, and a thousand other by-the book, stingy behaviors, it’s troubling to me because it speaks of […]
Misguided Customer Service: Beating Little Kids at Chess Read More »
I recently watched a skillful manager at a Four Seasons hotel field a complaint from a guest who was hesitant about even bringing up her concerns. Guest (after describing a troubling interaction): “Of course, your employee may have a different perspective from mine on how this went down.” The manager’s immediate response: “Ma’am, as far
Only One Perspective That Matters: The Customer's Read More »
A culture of saying yes. There’s an ice cream parlor 40 minutes from our home – a delicious enough destination that the drive is no deterrent. The ice cream’s made on premises, the awnings and décor both retro and creative. And the people who work there are nice. Or nice-ish. What they lack is a
A culture of saying yes: Corporate culture models from ice cream to banking to eBay Read More »
I think you’ll enjoy this 8 minute customer service radio and podcast interview Greg Corombus did with keynote speaker and bestselling customer service author Micah Solomon (yup, that’s me) for his Business Owner’s Toolkit. My subject: “The Power of Exceptional Service.” In the 8 minutes, we cover whether service has recently gotten better, worse, or
New Customer Service toolkit podcast with Micah Solomon Read More »