Micah Solomon: In Pursuit of Excellence

In this episode, Micah Solomon, a customer service expert and author, shares his insights on creating memorable customer experiences and elevating businesses to the highest level of customer service.

Listeners will learn:

• The three levels of customer service and why businesses should aim for the top level (01:01)
• How Micah conducts idiosyncratic mystery shopping to assess a company’s customer service (02:15)
• The importance of using appropriate language, greeting customers promptly, and handling complaints without getting defensive (03:07)
• Micah’s background in running a successful manufacturing company and co-authoring a book with a Ritz-Carlton Hotel Company representative (03:57)
• How Micah’s childhood experiences and attention to detail led him to his current profession (05:02)
• The applicability of customer service principles across various industries, as they are rooted in understanding human nature (06:31)

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands