Myra Golden

AUGUST 8, 2018

I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back.

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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. Customer Care. Open with a lead-in.

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Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. So, what is EQ?

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Myra Golden

JUNE 21, 2019

What Viewers of This Video Are Saying. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

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Management Tips Video Customers 84

Myra Golden

AUGUST 29, 2019

You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news.

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Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. Interestingly, call volume was not up.

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Myra Golden

DECEMBER 8, 2017

We’ll use a customer service example. Your customer is upset because their shipment didn’t arrive, though you show that the package was left on the customer’s porch 2 days ago. Express empathy to this customer using the same steps I took with my daughter. Put yourself in the customer’s place. Maybe you’re angry?

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Myra Golden

DECEMBER 3, 2017

When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. ” To communicate your understanding to customers, try to see the situation from the perspective of the customer, and then just say what feels right.

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Communication Course Insurance Video 63

Myra Golden

DECEMBER 19, 2016

When I managed a small call center in Tulsa, I was always looking for creative ways to motivate my employees. One of the tips in the book was called Post-It Note Therapy. The next morning I had an out of office meeting and I didn’t make it into the call center until early in the afternoon. The concept was simple.

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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. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

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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. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

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How To Customer Service Training Video Training 40

Myra Golden

AUGUST 26, 2016

I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”. That cheesy video has gotten over 60,000 views. I cringe when I look at the quality of the video and my style in front of the camera. I look so different from back then, nearly 10 years ago. Try not to laugh too hard.

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Myra Golden

AUGUST 26, 2016

I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”. That cheesy video has gotten over 60,000 views. I cringe when I look at the quality of the video and my style in front of the camera. I look so different from back then, nearly 10 years ago. Try not to laugh too hard.

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Video Customer Service Training Tips Training 40

Myra Golden

MARCH 18, 2020

One night I stood less than two feet away from an angry customer who slapped my co-worker during a Blue-light Special. Years later, as a call center manager, challenging customers and frequent escalations forced me to search for reliable approaches to delivering bad news and de-escalating intense interactions.

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Myra Golden

NOVEMBER 2, 2016

One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases that I share in my training sessions for use in our role-plays – and in real life with customers. We have the 7 Phrases for Conveying Empathy in this 1-minute video that you can easily share with your employees!

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Storyminers

JULY 11, 2016

Why not focus on the efficiency of the call center instead of delivering better customer outcomes? The customer was rarely part of the equation. Now, customers are front and center in almost every business ecosystem. Deepening the level of understanding of your customer (beyond demographics) comes next.

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Myra Golden

JUNE 5, 2018

Before I wrap things up in my office today and prepare for tomorrow’s early flight, I’m sharing with you three things you can do to pre-empt an escalation with a customer. A point of upset for a lot of their customers is when customers discover that the damage to their furniture is not covered under warranty. Don’t Push.

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Myra Golden

AUGUST 1, 2017

Four minutes into the call and I could see I was heading for trouble. The customer was a storyteller and a rambler. Now the call had come to me. I got the call literally just as I was picking up my book to head to the park to enjoy a quick lunch and hopefully a couple of chapters of my novel. Plus, she was mad.

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Consulting Video Customers Training 69

Myra Golden

NOVEMBER 14, 2017

In my all-new Telephone Skills e-learning course , I teach your employees how to put customers at ease and build rapport over the phone by acknowledging their customer’s concern, just like the lady at American did for me. you are asked to actively participate in each module, and there are action items you take away.”.

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Myra Golden

JULY 9, 2017

Thrilled with the results I got in that meeting, I shared the 3 steps with my employees who worked in customer care. I thought the steps could help them pre-empt escalations with our difficult customers, and they did! Escalations are time-consuming and frustrating for everybody, even for customers. Here are the 3 steps: 1.

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Myra Golden

JANUARY 23, 2017

I remember managing a contact center and having an employee say to me , “Tammy does the exact same thing, yet the supervisor doesn’t take off points for her. I may not have the bubbly tone like Tammy, but I’m good with customers.” Plus, Bonus Take-away Video: Managing to Eliminate Unacceptable Employee Performance.

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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.

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Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr. Learn more or try for free.

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SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

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Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr. Learn more or try for free.

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Training Customer Service Ecommerce Customer Care 40

Myra Golden

MAY 30, 2018

One of the most significant challenges facing companies today is attracting and retaining right-fit front line customer service professionals. When I work with companies on finding, hiring, and retaining the best customer service employees, I focus on three things. Millennials now make up about 50% of the workforce. Social Presence.

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Myra Golden

JANUARY 23, 2017

I remember managing a contact center and having an employee say to me , “Tammy does the exact same thing, yet the supervisor doesn’t take off points for her. I may not have the bubbly tone like Tammy, but I’m good with customers.” Plus, Bonus Take-away Video: Managing to Eliminate Unacceptable Employee Performance.

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Myra Golden

MARCH 6, 2019

I played the video three times to take in Gayle’s unflappable countenance. ” Customers will rant, verbally attack, and maybe even be intimidating. Your best response to an unreasonable and emotional customer is to remain unflappable, just as Gayle King did in this now viral interview. She was as calm as the moon.

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Tips Video Trends Customer Experience 78

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

NOVEMBER 2, 2016

Convey Empathy to Customers. One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases I share in my training sessions for use in our role-plays – and in real life with customers: Now you can get even more tips for the very best telephone customer experience.

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Tips Training Video Strategy 40

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” Experience “How to Rock Your Customer Service Job” . I have a treat for you today!

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Customer Service How To Customer Service Training Training 53

Myra Golden

JANUARY 17, 2017

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

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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.

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Myra Golden

JANUARY 17, 2017

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

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Contact Center Video Measurement Feedback 40

Myra Golden

DECEMBER 29, 2016

I want to give you the tools and methods to position your employees to deliver a welcoming, warm and refreshing customer experience. Enrollment for up to 10 people in Myra’s Customer Service eLearning suite , so you can give your employees Myra’s very best training at their own pace. Call Control Skills.

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Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” Experience “How to Rock Your Customer Service Job” . I have a treat for you today!

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Customer Service How To Customer Service Training Training 40

Myra Golden

JANUARY 25, 2017

This is such an important training because it addresses head-on the 4 biggest challenges supervisors and managers face with monitoring and coaching customer service employee: How to design the most effective monitoring form. Plus, Bonus Take-away Video: Managing to Eliminate Unacceptable Employee Performance.

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