Can Your Customer Service Do This?: Create an Anticipatory Customer Experience that Builds Loyalty Forever
- 2h 32m
- Micah Solomon
- McGraw-Hill
- 2023
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? customer service turnaround wizard and renowned customer service training expert 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, 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 hands-on methods for:
- Applying the "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!)
About the Author
Micah Solomon is a customer service consultant, trainer, eLearning producer, and keynote speaker, known for helping companies to dramatically transform their relationships with their customers and build their bottom line.
He's known for his step-by-step customer service improvement approach to transforming customer service from a source of frustration to a builder of customer engagement, loyalty, and word-of-mouth marketing and praise. In fact, Inc. Magazine has named Micah "The World's #1 Customer Service Turnaround Expert."
Micah offers his service as well as a customer service trainer, eLearning training designer, and keynote speaker.
Micah's books have been translated into more than a dozen languages and his expertise has been featured in Forbes, Inc. Magazine, CNBC, Bloomberg BusinessWeek, and the Harvard Business Review.
He always enjoys hearing from readers (and others!) via his website, micahsolomon DOT com or by email,Micah AT micahsolomon DOT com or by text/phone, 484. 343.5881
In this Book
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Foreword
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Introduction: The Dream of Perfection
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Climbing the Loyalty Ladder: Propel Your Organization up the Three Rungs of Customer Service
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Gold-Touch Customer Service: A Loyalty-Building Practice Anyone Can Master
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The Power of Purpose: How to Drive Iconic Customer Service
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The Power of Recognition: Put the Mrs. Gold Principle to Work
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Service Recovery: How to Repair Broken Customer Relationships and Make Them Stronger Than They Ever Were Before
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Language: The Driver (and Destroyer) of Exceptional Customer Service
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Technology: Harnessing Its Power Without Losing the Human Touch
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Communicating Via Telephone: How to Use the Least-Sexy Customer Service Channel to Keep Your Cash Registers Ringing
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Put It in Writing: The Secrets of Exceptional Correspondence With Customers
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Surveys and Beyond: Find Out What Your Customers Really Think (If You Truly Want to Know!)
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Customer Service Excellence is a Moving Target: How to Build a Culture of Innovation So You’re Always Keeping Up
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Make it Stick: Secrets of Effective Standards Setting and Customer Service Training
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Afterword
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