How to deliver Customer Service Excellence at your small business, with Micah Solomon one of the world’s leading experts on customer service.

Micah is a Customer Service expert, and on this episode of The How of Business podcast he shares his vast experience helping companies deliver great customer service. He also shares actionable tips and advice from his latest book, “Can Your Customer Service Do This?”.

Micah Solomon is one of the world’s leading experts specializing exclusively in customer service, company culture, hospitality, and customer experience.

Named “the world’s #1 customer service turnaround expert” by Inc.  Magazine, he’s been cited by The Financial Post as “The New Guru of Customer Service Excellence.”

Micah and his team have worked with such notable clients as Audi, Merck, Walmart, Microsoft, Operation Smile, the Cleveland Clinic, the NFL Players Association, MoMA, Wharton School of Business, Auberge Resorts Collection, and Six Flags.

A business leader and entrepreneur himself, Micah built his own company into a market leader in the manufacturing and independent entertainment field, and he was also an early investor in the technology behind Apple’s Siri.

Micah lives in Seattle with his family.

Customer Service Excellence:

• Why did you decide to focus on customer service?
• “Can Your Customer Service Do This? – Create an Anticipatory Customer Experience that Builds Loyalty Forever”
  • Who did you write this book for?
  • What do you mean by an “Anticipatory Customer Experience that Builds Loyalty Forever”?
  • A loyal customer is your best form of marketing.
  • Why is “good” not good enough?
• Please introduce the “Gold Touch” customer service method that five-star companies in hospitality and other high-touch industries use to increase customer engagement.
• How do I begin to transform an angry, upset, “I’ll never use you again!” customers into true company loyalists with the principles of customer service recovery or the service recovery paradox?
  • Service Recovery Framework: M.A.M.A
    • M = Make time to listen.
    • A = Acknowledge and apologize (if necessary)
    • M = Meeting of minds (between you or the employee and the customer).
    • A = Act.
• Is it possible to deliver great customer service with hourly wage employees?
• What are the keys to effective customer service training for my staff?
• You spend a chapter on the right and wrong language to use in customer service. What are some of the phrases to avoid, and what can replace them?
• Please share an example of what amazing customer service looks like to you.
• As a business owner, where should I start to improve customer service at my business?

Episode Host: Henry Lopez is a serial entrepreneur, small business coach, and the host of this episode of The How of Business podcast show – dedicated to helping you start, run and grow your small business.

Resources:

Books mentioned in this episode:
[We receive commissions for purchases made through these links (more info)].

• Can Your Customer Service Do This?: Create an Anticipatory Customer Experience that Builds Loyalty Forever by Micah Solomon
• The E-Myth Revisited: Why Most Small Businesses Don’t Work and What to Do About It by Michael E. Gerber

Other Podcast Episodes:

Customer Service Episodes

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Sponsor:

This episode of The How of Business podcast is sponsored by Relay.

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This episode of The How of Business podcast is sponsored Relay. Relay is an online banking and money management platform for small business.

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