Publisher's Synopsis
Today's most sought-after "customer service sleuth" and turnaround expert unlocks the secrets to transforming customer service and building unshakeable customer engagement and loyalty
Customer service done right is one of today's most powerful competitive advantages. In Can Your Customer Service Do This? Micah Solomon-who has worked with brands from Auberge Resorts to Audi of America, from Cleveland Clinic to the NFL Players Association-shares everything he knows about creating a world-class customer experience and building sustainable bottom-line success. With wit and clarity, Micah shares real-life customer service detective examples and the customer service transformation that follows.
Micah Solomon is one of the top customer service trainers, training designers, keynote speakers, and authors on the subjects of customer service, customer experience, and hospitality.
This comprehensive guide and toolkit builds on Solomon's 3 decades' experience of building and rebuilding customer service at some of the great companies and brands of our time.
The author's clients include Microsoft, Audi of America, Merck Pharmaceuticals, Cleveland Clinic, The Museum of Modern Art (MoMA), and some of the leading Five-Star (Forbes-rated) hotels and resorts in America and around the world.
Solomon helps readers to learn the art of anticipatory customer service-getting inside the heads of the customer, empathizing with their dissatisfaction, examining processes and procedures that are antiquated or not competitive enough, and learning to be innovative about modifying or optimizing various different modes of customer service and the methods available today, and he also shares the customer service training he uses to transform customer service performance across multiple industries, including his well-known "MAMA Method" of working successfully with upset customers.
Whether your business is an established brand or just starting out, Micah Solomon offers step-by-step secrets that will one-up the competition and build sustainable bottom line success through lasting customer engagement and loyalty.
