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Language Engineering: Finding the right words to use with customers

Language underlies almost all other components of the customer experience.  Yet, your company has probably given more thought to the language it uses in marketing campaigns than to the words employees use when having conversations face-to-face with customers. That’s a mistake, because customers don’t generally get their make-or-break impressions of your company from high-minded branding …

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Self-Service: From Sketchy Backwater to the Mainstream of Customer Service–Or Not?

 From keynote speaker – customer service speaker  Micah Solomon Richard Carlile, a British publisher, bookseller, and campaigner for press and voting rights, spent 1819 until 1823 in prison for distributing the banned works of radicals and reformists and exposés of officially sanctioned massacres. As soon as he was sprung from prison, Carlile tried to skirt …

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Misguided Customer Service: Beating Little Kids at Chess

 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 …

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New Customer Service toolkit podcast with Micah Solomon

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 …

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ENTER YOUR EMAIL

TO GET 3 FREE CHAPTERS

PLUS Learn the secrets of building the

Worlds Best Customer Service Culture

15585

Thank you! You will hear from us right away.

ENJOY YOUR 3 FREE CHAPTERS