Micah Solomon ~~4 1/2 and 5 Star Reviews
High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
Just when you think that customer service is how you treat the prospective buyer when in your store, rules get broader and you need a new approach. Micah in High-Tech, High-Touch Customer Service brings to light many innovative techniques so that business owners can better service their customers.
Micah, hailed as a "new guru of service excellence" (Financial Post), is a popular keynote speaker and respected corporate adviser and strategist on customer service issues, the customer experience, and company culture. He is co-author of Exceptional Service, Exceptional Profit and many well-respected business journals and television programs on the subject of customer relations have featured his expertise.
Starting to read this book may seem like a daunting task, as it seems like tackling a textbook. However, there are many anecdotes, examples of what Micah has experienced, and some good common sense examples on what to do. Good customer service is the byword and what all who serve the public strive to achieve. Failure comes about when the policies of the company are not followed or employees do not understand what the policy is.
Each chapter in the book has a summary at the end that emphasizes the material discussed in simple terms. This methodology makes this book very helpful. There are times when you have to refer back to books for refreshing your memory so you can implement or tell others. Being able to go back and not reread everything is very advantageous.
Organized into three parts, High-Tech, High-Touch Customer Service begins by reinforcing the basics of doing customer service right--in a caring, friendly, timely, responsible manner--and the fallout of doing it wrong. Building on this foundation, Solomon explores how to use technology to secure customer loyalty and ways to stay ahead of competitors in emerging digital areas.
Eye-opening, entertaining and, above all, emphatically practical is this welcome guide for anyone in business who is striving (or struggling) to keep up with technology and to keep their customers. This book is necessary for all in business or anticipating ventures that deal with the public.