Author Archives: Micah Solomon


Four Crazy HR Ideas To Ignore – And Six Guiding Principles To Follow

Wrongheaded, even crazy, HR advice tends to be delivered emphatically, as if passed down from Moses, but that doesn’t make it any truer for the delivery. Misinformation–myths–about how to hire (or “select," which is the term I prefer) and treat employees can destroy your attempts at building a rich and sustainable corporate culture and can [...]


Yes, The Customer Is Wrong Sometimes. However…

Is the customer always right? For whatever reason, I'm asked this question more than any other. Doesn’t matter the forum, or the context: In interviews, keynote speeches, training sessions, seminars, workshops–it always comes up. So, here's my definitive answer. No. The customer isn’t always right. But you want to make her feel like she is. [...]


What Should I Give Away When A Customer’s Unhappy?

One of the most common and emotionally fraught questions I encounter is this: "How should I compensate a customer for a service or product failure?"  No matter how superb your product or service is, everyone in business eventually needs to find the answer to this question.  And the answer to the question is this: It depends. Customers have [...]


The Danger Of DYPII (Did You Plug It In?)

In pulling off a successful service recovery (the times when a customer contacts you to complain about your service or product, or needs your help in addressing a service-related breakdown) one factor that underlies your ultimate success or failure is the language at you use.  For this reason, service-recovery language needs to be chosen intentionally in [...]


Everyone In Your Company Needs To Be Responsible For Complaints

Here’s an important question to ask yourself: Whom do you feel should be responsible for the customer experience at your company? How you (and others in your organization) answer this question can make or break your company. Here's my answer. Make everyone responsible for the customer experience.  Responsible for handling complaints. For suggesting improvements in [...]


Great Customer Service Requires Effective Language

Your company, I expect, has put quite a bit of thought into the language used in your marketing campaigns and website. And quite a bit less thought into the words that your employees use directly with customers. At least, this is the pattern I encounter as a customer experience consultant. And it's a serious mistake, [...]


The Customer Is At The Center Of The Customer’s Universe

Here's a powerful, deceptively simple rule of customer service. Learning this rule is a central principle of successful business.  The customer is at the center of the customer's universe. It's hard, but necessary, to drill this reality into your staff–not just once, but as often as every day–and to keep it in mind, in good [...]


Stop Dropping The Customer Service Ball On Your Handoffs

I have a pretty good idea of where you're dropping the ball in your customer service delivery. Although you and I, as far as I know, have never met,  from what I’ve seen in the world of business, I can tell you that the odds are good that you’re dropping the customer service ball when [...]


Ten Common And Dangerous Customer Service Mistakes

Here are ten common but hazardous customer service mistakes.   All fixable (which keeps me in business), but each tragic in its own little, or not so little, way. 1. Burning your customers (and therefore yourself) because something bad happened once, or even never.  Not taking checks, for instance, because one time someone bounced one. 2. [...]



 
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