Customer Service Training (Onsite and Remote), Interactive Workshops, Customized eLearning Productions for your company

Micah Logo with associates

Micah Solomon and Associates offers customer service and customer experience training for companies, organizations, and departments, always customized to your situation and industry.  

Our training combines engaging presentation and interactive segments. Our style is uniquely memorable, visual, and often laugh-out-loud humorous while always managing to convey a significant amount of data to the audience – in a way they actually retain once Mr. Solomon has left the building.


Three training format options:

Customer service training is offered in your choice of the following three formats. 

  • Live and in-person. Training sessions are typically 2.5 to 3.5 hours, although full-day training is also available
  • Via remote (zoom or equivalent). From our professional video studio, we are happy to offer training on par with what we offer in person.
  • A custom-created eLearning program for your permanent use, available both to current employees and future employees (this will ultimately become one of the elements of your employee onboarding). This can be studied asynchronously by employees either one segment (chapter) at a time or binged all at once a la Netflix, depending on scheduling and inclination.

Regardless of format, all Micah Solomon and Associates training sessions include extended interactive components, in keeping with best practices for adult learning, as well as progress testing on the materials covered. Completion leads to certification for the employees who complete the training.

What is Covered:

Subject matter covered is customized and tailored to your very specific context, industry, and organization.  However, it will typically include:

  1. The Four Elements of Customer Satisfaction
  2. The importance of beginnings and endings: How to use the Recency and Primacy Effect to memorably impress your customers
  3. Reaching for the Highest Level of Service: Providing Wow Customer Service and Delighted Customers
  4. Creating and sustaining a “default of yes” in your work with customers: “The Answer is Yes, Now What Was Your Question?”
  5. Our proprietary Customer Service Recovery framework (for working with disappointed customers) based on the legendary work of the Ritz-Carlton Hotel Company in turning around each and every unhappy, disappointed, or frustrated customer
  6. Customer-Facing Language Best Practices: What to say and what to never say: Avoiding and replacing defensive language and other negative phrases when talking to customers
  7. Putting the Customer in the Center of Everything we Do

Beyond Training:

If you’re looking for more than training, we also offer complete customer service/customer experience transformation initiatives. These can include up to and all of the following elements, in addition to the training described above:

  • current-state review(determining where you are right now).
  • Creating a future-state frameworkfor moving forward.
  • live rollout of the initiative, including an introductory keynoteat your all-hands event.
  • Creation of companywide or departmental customer service standards/best practices.
  • Sustainment materials and a sustainment plan deployment.
Micah Logo with associates

Micah Solomon and Associates offers customer service and customer experience training for companies, organizations, and departments, always customized to your situation and industry.  

Our training combines engaging presentation and interactive segments. Our style is uniquely memorable, visual, and often laugh-out-loud humorous while always managing to convey a significant amount of data to the audience – in a way they actually retain once Mr. Solomon has left the building.


Three training format options:

Customer service training is offered in your choice of the following three formats. 

  • Live and in-person. Training sessions are typically 2.5 to 3.5 hours, although full-day training is also available
  • Via remote (zoom or equivalent). From our professional video studio, we are happy to offer training on par with what we offer in person.
  • A custom-created eLearning program for your permanent use, available both to current employees and future employees (this will ultimately become one of the elements of your employee onboarding). This can be studied asynchronously by employees either one segment (chapter) at a time or binged all at once a la Netflix, depending on scheduling and inclination.

Regardless of format, all Micah Solomon and Associates training sessions include extended interactive components, in keeping with best practices for adult learning, as well as progress testing on the materials covered. Completion leads to certification for the employees who complete the training.

What is Covered:

Subject matter covered is customized and tailored to your very specific context, industry, and organization.  However, it will typically include:

  1. The Four Elements of Customer Satisfaction
  2. The importance of beginnings and endings: How to use the Recency and Primacy Effect to memorably impress your customers
  3. Reaching for the Highest Level of Service: Providing Wow Customer Service and Delighted Customers
  4. Creating and sustaining a “default of yes” in your work with customers: “The Answer is Yes, Now What Was Your Question?”
  5. Our proprietary Customer Service Recovery framework (for working with disappointed customers) based on the legendary work of the Ritz-Carlton Hotel Company in turning around each and every unhappy, disappointed, or frustrated customer
  6. Customer-Facing Language Best Practices: What to say and what to never say: Avoiding and replacing defensive language and other negative phrases when talking to customers
  7. Putting the Customer in the Center of Everything we Do

Beyond Training:

If you’re looking for more than training, we also offer complete customer service/customer experience transformation initiatives. These can include up to and all of the following elements, in addition to the training described above:

  • current-state review(determining where you are right now).
  • Creating a future-state frameworkfor moving forward.
  • live rollout of the initiative, including an introductory keynoteat your all-hands event.
  • Creation of companywide or departmental customer service standards/best practices.
  • Sustainment materials and a sustainment plan deployment.

Micah and his team have worked with:

A partial list of services offered:

Keynote Speaking

Keynote speaking and breakout sessions for industry and company events. Micah Solomon is one of the best-known keynote speakers on customer service, the customer experience, building a customer-centric culture, and innovation.  Micah travels across the U.S. as well as worldwide.

CUSTOMER SERVICE TURNAROUNDS & CONSULTING

Widely known as customer service turnaround experts, we offer customer service turnaround initiatives as well as consulting on the customer experience, company culture, and culture change.
The elements of these initiatives include

  • auditing/mystery shopping/current state review
  • creating a future-state framework for moving forward
  • training and train-the-trainer
  • standards/best practices creation
  • sustainability plan deployment.

Results include improved customer engagement and long-term customer loyalty, as well as the conversion of customers into brand ambassadors and the creation of a truly customer-focused culture.

Training

We offer customized training workshops for employees (from frontline to executives) of companies in every industry. If you are looking to improve their customer service and, ultimately, improve customer engagement and long-term customer loyalty, as well as convert customers into brand ambassadors, these training workshops are for you.

Customer Service Recovery (a training excerpt)

Mystery Shopping

Discreet mystery shopping with Action Report™

CONTENT CREATION

Creation of articles,  blog posts, and full-length (book length) co-writing/ghostwriting, as well as internal collateral and service standards documents.

Micah also offers customer service expert witness service, litigation consulting, and case review services in the areas of customer service and the customer experience.

Client Success Stories

Chrome Lobby

CHROME FSB: Retail Banking/Credit Union Customer Service Initiative

CHROME is an innovative credit union in Washington County, Pennsylvania with three physical locations and a strong digital presence in its marketplace. As part of a major rebranding, which included a name change and facilities overhaul, CHROME engaged us to work with them to take their customer service (“member service,” in credit union parlance) to a never-before-achieved level.

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Audi RS 5 Coupé

Audi of America: Retail Automotive Customer Service Training and Cultural Initiative

As part of Audi’s North American efforts to shore up and polish its retail automotive customer service to align with the high expectations of its HNWI (high net worth individual) customer base, the iconic automotive brand has has embraced Micah Solomon’s principles of customer service nationwide and rolled them into its dealership training in the service, parts and sales sides of its nationwide customer service efforts.

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Best Option Ocean House

Ocean House: Forbes Triple Five Star Hotel & Resort (Hospitality Industry Client)

  Ocean House, a Triple Five Star Forbes-rated property (one of only 11 in the world), engages Micah Solomon & Associates annually and on an ongoing basis, to consult, mystery shop, train frontline associates and advise its leadership team on needed improvements and adjustments, as well as overall customer service and hospitality trends. Ocean House,…

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children having their exam

Buena Park School District (K-12 Education Client)

The Buena Park School District, a highly diverse school district in Orange County, California, engaged Micah Solomon & Associates for a customer service refresh initiative. Elements of the engagement included analysis of the current state of customer service at the BPSD, creation of a complete set of new Best Practices/Customer Service Standards for the District

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cx freshworks -rethinking customer experience

Webinar Series For Freshworks®: “Rethink CX”(6 Episodes)

Tech company Freshworks engaged Micah Solomon to create and host what’s proven to be a wildly successful 6-episode webinar series titled Rethink CX. Micah hosted and coordinated the content for each episode, and his invited guests included Seth Godin, Raj Singh, Eric Farber, Colin Taylor, Pradeep Rathinam, and Robert Flanyak.   Micah is similarly available to create,…

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Zendesk Tour Banner

Zendesk: Customer Service/CX HeroTour Multi-City Roadshow (Live Keynote Speaking Client)

Technology company Zendesk famously engaged Micah Solomon to be the keynote speaker for its cross-country roadshow, titled The Zendesk Customer Service HeroTour. At each stop, Micah would keynote the event as well as autograph his latest bestseller for attendees, all of whom were current or prospective Zendesk users. Local Zendesk community panelists would share best…

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Micah works with nearly all sizes of companies, from tiny to massive. Some of our better-known clients include:

Reach us now to find out more

seth godin

"Micah reminds us why caring about your customers (and treating them that way) is not just something that feels good, it's good business."

~ Seth Godin
Author of Purple Cow and Tribes

Steve Wozniak

"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

Industries of Particular Focus and Interest:

  • Associations and Franchisee Groups
  • The Automotive Industry and Automotive Retailing
  • B2B, the Building Trades, and Manufacturing
  • Country Clubs, Athletic Clubs, and related Membership Organizations
  • Entertainment and the Music Industry
  • Financial Services
  • Government – Federal, State, Municipal & Local, as well as Contractors to these Entities
  • Healthcare, Hospitals, and Medical Practices (Patient Satisfaction and Patient Experience)
  • HNWI-focused organizations and industries
  • Higher Education and K-12 Education
  • Homecare and Assisted Living
  • The Hospitality Industry (clients include some of the great hotels and brands of our time)
  • The Insurance Industry
  • Law Firms & The Legal Industry
  • Marketing and PR Firms
  • Mortuary services and Deathcare
  • Nonprofit Organizations and Philanthropies
  • Real Estate
  • Retail, Ecommerce, and Omnichannel
  • Retail Banking and Credit Unions
  • SaaS
  • Spas, Salons, and related operators in the Service Industry
  • Technology, IT, Information Services
  • The Travel Industry
  • The Hospitality Industry (clients include some of the great hotels and brands of our time)
  • The Insurance Industry
  • Law Firms & The Legal Industry
  • Marketing and PR Firms
  • Mortuary services and Deathcare
  • Nonprofit Organizations and Philanthropies
  • Real Estate
  • Retail, Ecommerce, and Omnichannel
  • Retail Banking and Credit Unions
  • SaaS
  • Spas, Salons, and Related Operators in the Service Industry
  • Technology, IT, Information Services
  • The Travel Industry

Reach us now to find out more

15585

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PLUS Learn the secrets of building the

Worlds Best Customer Service Culture

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15585

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