Can Your Customer Service Do This?: Create an Anticipatory Customer Experience that Builds Loyalty Forever
- 4h 34m 52s
- Micah Solomon
- Recorded Books, Inc.
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 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.
In this book, you'll find the proven hands-on methods for:
- Applying the secret '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
- and more
Full of creativity and inspirational energy, The End of Leadership as We Know It will benefit managers, executives, board members, business students, and other current and aspiring business leaders.
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 Audiobook
Introduction: The Dream of Perfection
Chapter 1 - Climbing the Loyalty Ladder: Propel Your Organization up the Three Rungs of Customer Service
Chapter 2 - Gold-Touch Customer Service: A Loyalty-Building Practice Anyone Can Master
Chapter 3 - The Power of Purpose: How to Drive Iconic Customer Service
Chapter 4 - The Power of Recognition: Put the Mrs. Gold Principle to Work
Chapter 5 - Service Recovery: How to Repair Broken Customer Relationships and Make Them Stronger Than They Ever Were Before
Chapter 6 - Language: The Driver (and Destroyer) of Exceptional Customer Service
Chapter 7 - Technology: Harnessing Its Power Without Losing the Human Touch
Chapter 8 - Communicating Via Telephone: How to Use the Least-Sexy Customer Service Channel to Keep Your Cash Registers Ringing
Chapter 9 - Put It in Writing: The Secrets of Exceptional Correspondence with Customers
Chapter 10 - Surveys and Beyond: Find Out What Your Customers Really Think (If You Truly Want to Know!)
Chapter 11 - Customer Service Excellence Is a Moving Target: How to Build a Culture of Innovation So You’re Always Keeping Up
Chapter 12 - Make It Stick: Secrets of Effective Standards Setting and Customer Service Training