Summary

In this conversation, Andy Kaufman interviews Micah Solomon, author of the book Can Your Customer Service Do This? Create an Anticipatory Customer Experience that Builds Loyalty Forever. They discuss the importance of customer service and how it applies to project managers and leaders, not just people in hospitality or retail. They explore examples of good and bad customer service experiences, debunk myths about customer service, and provide strategies for improving customer service. They also discuss the concept of gold touch customer service and how it can be applied to internal customer service. The conversation concludes with insights on effective communication and developing a customer service mindset.

Takeaways

Customer service is important in all industries, not just hospitality or retail.
Examples of good and bad customer service can provide valuable insights for improving customer service.
There are common myths and misunderstandings about customer service that need to be debunked.
Gold touch customer service involves going above and beyond to provide exceptional service.
Effective communication and a customer service mindset are key to delivering great customer service.

Chapters

00:00 Andy's Intro to the Episode
02:40 Introduction to Micah Solomon and his book
04:46 Myths and Misunderstandings about Customer Service
06:12 Improving Customer Service
09:28 Gold Touch Customer Service
10:51 Internal Customer Service
13:44 Difference between Function and Purpose
18:19 The Service Recovery Paradox
20:15 Dealing with Customer Service Failures
21:21 Phrasing and Language in Customer Service
25:02 Developing a Customer Service Mindset
27:00 Andy's Summary of Key Takeaways
32:03 Outtakes

You can learn more about Micah and his book at MicahSolomon.com.

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Thank you for joining me for this episode of The People and Projects Podcast!

Talent Triangle: Power Skills

The following music was used for this episode:

Music: The Fantastical Ferret by Tim Kulig
Free download: https://filmmusic.io/song/12070-the-fantastical-ferret
License (CC BY 4.0): https://filmmusic.io/standard-license

Music: Fashion Corporate by Frank Schroeter
Free download: https://filmmusic.io/song/11233-fashion-corporate
License (CC BY 4.0): https://filmmusic.io/standard-license

PPP 401 | Customer Service Secrets Every Project Manager Must Know, with Micah Solomon

People and Projects Podcast: Project Management Podcast

PPP 401 | Customer Service Secrets Every Project Manager Must Know, with Micah Solomon