keynote speaker

Labor Day, customer service, and serving your employees

Labor Day is a good time to remember: you’ll never achieve great customer service without great employees – treated in the manner they deserve. There’s no shortcut here, no way to “game” this.  The overlap between the “greatest companies to work for” and the companies with the highest-rated customer service is enormous.  Container Store, Costco, […]

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The 5 words you can NEVER say in customer service: "Did you plug it in?"

DYPII : Did You Plug It In? Photo and article © Micah Solomon The language of service recovery When a customer contacts you to complain about your service, or needs your help in addressing a service-related breakdown – what I call “service recovery” – there is almost nothing that matters more to your ultimate success

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In customer service, digital distraction spells death

By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at https://customerserviceguru.com   Digital distraction among your customer-facing staff spells death. It’s death to customer relationships, as in a recent hotel check-in:

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Even mighty Southwest Airlines can't win 'em all, in Social Media Land

By Micah Solomon, keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at https://customerserviceguru.com I find a lot to admire at Southwest Airlines – not an unusual outlook for a customer service speaker, author, and

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No food, no drink (and no customers) allowed!

By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at https://customerserviceguru.com When visiting the postcard-perfect town of Bar Harbor, Maine, I’ve noticed that a social virus of sorts has spread from

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Learning customer service (and serial positions) by being blindfolded

By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at https://customerserviceguru.com If you were here with me right now, the first thing I’d need to do [if you really want to

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The ultimate reason to be nice to a customer

By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at https://customerserviceguru.com Funerary art: Hermes guiding the departed Myrrhine Not that it comes down to this often, in most lines of work.

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Department of First and Last Impressions

By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at https://customerserviceguru.com Quick, think: Who is the first and last person your customers talk to when they’re on your premises, or on

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A warm welcome worth $100 million

By Micah Solomon – keynote speaker, customer service speaker, customer service consultant, and #1 bestselling author of “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.” Visit with Micah at https://customerserviceguru.com A future benefactor of your business, whether a future customer, lender, star employee, or other benefactor, may first see your

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