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. Gift a Loved One a Head Start With Their Career Do you know someone who is in college or maybe recently graduated? My experience is there are a growing number of people who dread being asked the question, “So, what’s the plan?” When it comes to their career, they have no freaking idea! I bring this up because I want you to check out our new course entitled just that: No Freaking Idea: How to Navigate Career Uncertainty. It’s a career guide for people who don’t know what they want to do, and it has been so fun to hear the feedback on the course. Whether you are wondering about the next steps in your career or it's a son or daughter and you'd like to give them a head start as a gift, learn more by going to NoFreakingIdea.courses. Thanks! 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