Business Conference Keynote Speaker Micah Solomon Business Conference Keynote Speaker Micah Solomon Business Conference Keynote Speaker Micah Solomon Business Conference Keynote Speaker Micah Solomon
Business Conference Keynote Speaker Micah Solomon Business Conference Keynote Speaker Micah Solomon
Business Conference Keynote Speaker Micah Solomon Business Conference Keynote Speaker Micah Solomon Business Conference Keynote Speaker Micah Solomon Business Conference Keynote Speaker Micah Solomon
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CUSTOMER SERVICE WORKSHOP:

Exceptional Service: Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization  by Customer Service Speaker Micah Solomon

In his half-day and full day workshops, Micah Solomon covers the following subjects on how to provide an exceptional, loyalty-building customer experience - in a way that builds an organization's bottom line. He draws on lessons derived from The Ritz-Carlton, Apple Computer, Oasis Disc Manufacturing, Zappos, The Four Seasons,and other great companies as described in his #1 bestseller  Exceptional Service, Exceptional Profit: The Secrets of Building A Five-Star Customer Service Organization and his upcoming book, High Tech, High Touch Customer Service (American Management Association/AMACOM Books). The workshop will combine presentation, exercises and group interaction. Micah's style is uniquely memorable, visual, and often laugh-out-loud humorous. He has not once been accused of being boring, yet he manages to convey a significant amount of data to the audience - in a way they actually retain once Mr. Solomon has left the building.


1. The Engineer on the Ladder:  Reaching for the Highest Level of Service

2. The Four Elements of Customer Satisfaction: 

  • Perfect Product/Perfect Service, Caring Delivery, Timeliness, and an Effective Problem Resolution

3. Recovery!  Turning Service Failures Around:

  • The Italian Mama Method
  • The Four Steps to Great Service Recoveries
  • Who Should Handle Customer Complaints?

4. Keeping Track to Bring Them Back: 

  • Tracking Customer Roles, Goals and Preferences

5. Language Engineering:  Every. Word. Counts. - Including:

  • Establishing a Consistent Style of Speech
  • Creating a Lexicon of Preferred Language and Phrasing
  • Choosing Language to Put Customers at Ease, Not to Dominate Them
  • Concentrate Your Language Efforts on the Key Customer Moments:  Hellos, Good-Byes, and the Times When Things Fall Apart
  • Shut Up Sometimes:  The Artie Bucco Principle
  • Show, Don’t Tell (And Don’t Ever Just Point)
  • Phone and Internet Language and Communication Pointers

6. Getting Your Company to Think Like a Customer

  • Building Anticipation Into Your Products and Services
    Putting Processes to Work for You
7. Process-Based Anticipation on the Internet

8. Creating a Powerful Orientation and Reinforcement Process for Customer-Facing Employees - Including:

  • On Day One, Nothing is Tangential
  • Defining a Customer-Facing Employee’s Underlying Purpose
  • The Daily Check-In
  • Training Employees to AnticipateCarefully

9. The Rise of Self-Service - And How to Do it Right (Now that Customers Demand It)

10. Hello/Good-Bye:  Two Crucial Moments with a Customer - including:

  • It’s Google—Not You—Who Decides Where Visitors Enter Your Site.  Be Sure They’re Greeted Properly Anyway
  • Taking Control of Good-Byes
RETURN TO PRESENTATIONS
Keynote Speaker Micah Solomon