Myra Golden

DECEMBER 17, 2015

You know your customer service is not where it needs to be. You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. They aren’t establishing rapport with customers. And this is a big one.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. Open with a lead-in.

Customer Experience 52

Customer Experience Call Center Video Training 52

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope.

Customer Service 63

Customer Service Customer Service Representative Training Video 63

Myra Golden

OCTOBER 18, 2016

Well, they do, but more than that, what your customers really want is their problems solved. Make sure you’re focusing on what matters to your customers. Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer. Fix what frustrates your customers .

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

OCTOBER 18, 2016

Well, they do, but more than that, what your customers really want is their problems solved. Make sure you’re focusing on what matters to your customers. Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer. Fix what frustrates your customers .

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

SEPTEMBER 13, 2016

So, no, “I cannot simply train your agents to be like Zappos agents. Instead of trying to clone Zappos, I asked to listen to a random sample of calls from this call center. Here’s what I summed up on my legal pad after my call review. At times I felt like the customer was made to feel stupid.

Culture 56

Culture Hotels Training Contact Center 56

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope.

Customer Service 40

Customer Service Customer Service Representative Training Video 40

Myra Golden

SEPTEMBER 13, 2016

So, no, “I cannot simply train your agents to be like Zappos agents. Instead of trying to clone Zappos, I asked to listen to a random sample of calls from this call center. Here’s what I summed up on my legal pad after my call review. At times I felt like the customer was made to feel stupid.

Culture 40

Culture Hotels Training Contact Center 40

Myra Golden

JANUARY 30, 2018

I have a module dedicated to demonstrating the Feel, Felt, Found method in my Empathy Online Course, which is part of my Customer Service eLearning suite. If you or your employees struggle a bit with how to make customers feel empathy , take a look at my Empathy and Customer Service Training.

Customer Service Training 69

Customer Service Training Training Course How To 69

Myra Golden

AUGUST 26, 2016

Sign up for my email list and learn specific tips, approaches and phrases to help your employees help your customers. If you’d like to see more videos, most far more modern than this one, check out my library of short YouTube Customer Service Training videos.

Video 40

Video Customer Service Training Tips Training 40

Myra Golden

AUGUST 26, 2016

Sign up for my email list and learn specific tips, approaches and phrases to help your employees help your customers. If you’d like to see more videos, most far more modern than this one, check out my library of short YouTube Customer Service Training videos.

Video 40

Video Customer Service Training Tips Training 40

Myra Golden

JUNE 2, 2016

Three Unique Professional Development Events for Customer Service Professionals. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. Creating calm with difficult customers is not a matter of using aggressive tactics.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

Three Unique Professional Development Events for Customer Service Professionals. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. Creating calm with difficult customers is not a matter of using aggressive tactics.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

DECEMBER 3, 2017

In this short video, taken straight from my Empathy eLearning course, I teach precisely how employees can Communicate Understanding to customers. If you like this video , take a closer look at my Customer Service eLearning courses. Share this video with your employees , and they’ll instantly be better at conveying empathy.

Communication 63

Communication Course Insurance Video 63

Myra Golden

NOVEMBER 14, 2017

Myra has gathered up all of the best training content and activities from her live, full-day customer service workshops…the ones she delivers to companies like Coca-Cola, McDonald’s, Frito-Lay and Vera Bradley – and neatly packaged it in a comprehensive, affordable and extremely effective new customer service eLearning package that’s a fraction (..)

How To 51

How To Airlines Training Course 51

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

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Customer Experience Consulting Multi-Channel Leadership 132