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

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:

• A current-state review(determining where you are right now).
• Creating a future-state frameworkfor moving forward.
• A 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.