michah soloman

Who should do your customer service? (It's a trick question.)

Who should do your customer service? (Of course this is a trick question. The answer is “everyone.”) …This answer isn’t as pie-in-the-sky as it sounds.  “Everyone” here is shorthand for “everyone, to the extent of their abilities, to the extent of their trainability and to the extent they interact with customers.” The picture of customer …

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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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How's everything–good?

Here’s a hard to shake behavior I’ve been correcting for in customer loyalty initiatives and when consulting on customer service lately.  It’s a rushed, cursory sentence, containing its own answer, and it’s been spreading through service, restaurant service in particular, of late: “How’s everything–good?” Instead of really asking how everything is and waiting for an …

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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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