The Heart of Hospitality | customer book by Micah Solomon

can your customer service do this?

Create an Anticipatory Customer Experience that Builds Loyalty Forever

About the Book

Customer service done right is one of today's most powerful competitive advantages. In Can Your Customer Service Do This, customer service turnaround wizard and renowned customer service training expert Micah Solomon―who has worked transforming the customer experience for brands from Auberge Resorts to Audi of America, from Cleveland Clinic to the NFL Players Association―shares everything he knows, and everything you need to know, about how to create a truly Five-Star customer service experience and use it to build sustainable bottom-line success.

This is the first book to move the reader step-by-step toward customer service perfection and true customer-centricity by creating, refining, and synchronizing employee behaviors, systems, and standards to together create the perfect customer service environment and customer experience for your customers.

Inside, you'll find the long-hidden secrets and proven methods for:

Applying the secret "Gold Touch" customer service method that Five-Star companies in hospitality and other high-touch industries have secretly (well, secretly until now!) used to increase customer engagement.
Moving every customer systematically up the loyalty ladder—from disengaged to loyalty to becoming a vocal advocate, online and off.
Transforming your most angry, upset, "I'll never use you again!" customers into true company loyalists via the scientifically proven principles of customer service recovery.
Harnessing the latest technology, including AI, to deliver top-shelf customer service in collaboration with your customer-facing employees and on a self-service basis.
Making the right moves to keep your company popular on social media by gently winning over your critics even before they post.
Creating and providing customer service training to your workforce—yes, Micah actually includes step-by-step instructions for how to set up a winning, sustainable, world class customer service training program.

By reading Can Your Customer Service Do This? and applying its easy to understand lessons, soon you'll be leaps and bounds beyond your competition. (Unless you make the mistake of sharing this book with your competitors!)

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What People Are Saying

"Whether he's undercover or on the stage, Micah Solomon consistently delivers fresh and practical insights about customer service. In an era of transactional, impersonal exchanges, his approach offers a human-centered, future-focused strategy that will propel you and your brand to ever greater heights."

Daniel H. Pink

#1 New York Times bestselling author of TO SELL IS HUMAN, DRIVE, and THE POWER OF REGRET

"Great customer service is like great leadership—everyone talks about it, but few get beyond repeating slogans. This book shows you how to actually do it—how to become first good, then great at it. If you are serious about providing great customer service, you should read this book."

Phil Steitz

Former Global CTO, American Express

"In my work at Wharton Executive Education, when I've needed someone to deliver actionable customer service skills to one of my global clients, Micah is who I've turned to. What sets his approach apart is his ability to help companies turn lofty customer service visions into tangible change throughout an organization. In his latest book, Can Your Customer Service Do This?, Micah provides a comprehensive guide that covers all aspects of customer service excellence. This book will not only spark your imagination, it will transform your organization."

Deb Giffen

Director, Wharton Executive Education

"When customers can switch allegiance faster than you can take a breath, there's no more important priority than customer service. Having built several customer service solutions myself, I particularly love Micah's wisdom on what can happen when informed humans and advanced technology such as AI are combined. This is a must read for any company that wants to differentiate itself."

Girish Mathrubootham

CEO and Founder, Freshworks

"Micah Solomon's new book, Can Your Customer Service Do This? is a comprehensive guide that will revolutionize the way you approach customer service. It offers fresh perspectives from a master in this field—and will inspire readers to elevate the level of the service they provide to new heights."

Matthias Debecki

Head of Mergers & Acquisitions, Zech Group SE

"Can Your Customer Service Do This? provides a mountain of tips and strategies gleaned from the author's extensive experience. These will help you deliver the customer service and experience that your competitors will only be able to dream of—unless you make the fatal strategic error of sharing your copy of this book with those competitors!"

Adrian Swinscoe

Forbes contributor, Bestselling Author, Podcast Host and Producer

"Nobody raves about average! So, to distinguish yourself from a field of average, the first step you should take is to read Can Your Customer Service Do This? and follow its advice step by step. Soon, you'll find yourself well on your way to delivering an exceptional experience for every customer."

Bill Quiseng

Customer Care Expert, Keynote Speaker, and Blogger

"Micah Solomon is my go-to expert on exceptional customer service and building a customer-focused culture."

Herve Humler

The Ritz-Carlton Hotel Company Co-founder and Emeritus Chairman

"It's been our experience at Safelite AutoGlass, year after year, that following the game plan Micah lays out...can lead to doubling, even tripling, of our financial success metrics, even in the face of challenging economic times and factors."

Tom Feeney

President and CEO, Safelite AutoGlass

"Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology."

Steve Wozniak

Apple Co-founder

"The service revamp we've undertaken with Micah Solomon and his team has created an elevated level of Member Service that's an essential part of CHROME FCU and our recent and ongoing growth and achievements. In his new book, Can Your Customer Service Do This? Micah generously shares the secrets that can help readers get started down the same, rewarding path."

Robert J. Flanyak, CPFC®

President and CEO, CHROME Federal Credit Union

"In his new book, Can Your Customer Service Do This? customer service expert Micah Solomon covers essential topics including building customer engagement and loyalty, customer service recovery (working with and turning around upset and unhappy customers), finding the right—and avoiding the wrong!—language to use in customer service, technology, continuous improvement, and how to make changes stick. And it's a book filled with generously provided hands-on examples that help you do something different and better today compared to what you did just yesterday, helping you turn customer service ideas into actions that will help you retain customers and grow your business."

Tue Søttrup, CCXP

Vice President CX Excellence & Chief Evangelist at Dixa

"Can Your Customer Service Do This? is an immediately actionable and step-by-step guide for how to transform your customer service and build customer engagement and loyalty for life, courtesy of customer service and CX expert Micah Solomon."

Raj Singh

Chief Marketing Officer, Revinate

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About the Author

Customer Service Expert Micah Solomon

Micah Solomon is one of the world's leading authorities and hands-on consultants specializing exclusively in customer service, company culture, and the customer experience. He’s been named by The Financial Post “The New Guru of Customer Service Excellence,” and he specializes in creating five-star customer service with an eye toward bottom line results. Micah is a bestselling author, consultant, and keynote speaker, and his books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah is a frequent and prominent contributor to Forbes.com and Inc.com on the subjects of customer service, the customer experience, and company culture, and his expertise has been featured in Bloomberg BusinessWeek, ABC, CBS, NBC, CNBC, and the Harvard Business Review.

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