Myra Golden

MAY 13, 2019

You brace yourself for the transfer to your phone that you know is about to happen… but, the call isn’t transferred. No, you weren’t imagining perfect agents in the Zappos Call Center. But they could just as easily be your employees after skill training on how to calm down angry and agitated customers.

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How To Call Center Training Customers 78

Myra Golden

JULY 12, 2019

Basically, to calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and “feels” like so that every “evaluator” is rating the calls/contacts the same way. It helped protect supervisors against being accused of favoritism.

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Comparison How To Contact Center Call Center 79

Myra Golden

DECEMBER 17, 2015

When you do, your contact center will be well on the way to delivering consistently great customer interactions. Want Better Customer Service Over the Telephone? How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections. You’ve gotta read this outline! View outline/download.

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Call Center Customer Experience Contact Center Meeting 40

Myra Golden

JUNE 2, 2016

Myra, a former global head of customer care, teaches leaders how to achieve harmony with dissatisfied and difficult customers through the use of empathy, conversational aikido and a solid recovery strategy. Customer Experience Designer & Professional Speaker. Myra Golden.

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How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra, a former global head of customer care, teaches leaders how to achieve harmony with dissatisfied and difficult customers through the use of empathy, conversational aikido and a solid recovery strategy. Customer Experience Designer & Professional Speaker. Myra Golden. Myra Golden Media.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JANUARY 23, 2017

Basically, to calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and “feels” like so that every “evaluator” is rating the calls/contacts the same way. It helped protect supervisors against being accused of favoritism. Get Some Ideas and Plans.

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How To Comparison Contact Center Call Center 55

Myra Golden

NOVEMBER 15, 2016

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. I had just joined the company as the new Call Center Manager a few months ago. Interestingly, call volume was not up. Our agents didn’t know how to move the call forward.

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Call Center Training Video How To 76

Myra Golden

APRIL 5, 2023

How to train your call center agents on signposting If you manage a call center or team of phone representatives, it’s essential to provide training on effective signposting techniques.

Self Service 52

Self Service Call Center Tips Training 52

Beyond Philosophy

MARCH 23, 2016

Consider the damage caused by a Call Center Silo. A Call Center wants to process calls as fast as possible, so the members of that department focus on speed of call processing. Who wants a long call at the call center? The CCO would: Oversee the overall Customer Experience.

Chief Customer Officer 60

Chief Customer Officer Company Call Center Leadership 60

Myra Golden

JULY 29, 2019

I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars. He enjoyed the break from the call center, was a natural leader we learned, and he loved being a part of something big for the company. Plan a Team Building Outing.

Customer Service 61

Customer Service Call Center Tips Meeting 61

Myra Golden

JANUARY 23, 2017

Basically, to calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and “feels” like so that every “evaluator” is rating the calls/contacts the same way. It helped protect supervisors against being accused of favoritism. Get Some Ideas and Plans.

How To 40

How To Comparison Contact Center Call Center 40

Myra Golden

DECEMBER 9, 2016

Experience “How to Rock Your Customer Service Job” . If you like this, you might be interested in exploring other modules from my customer service online training portal: Customer Experience Over the Telephone – So your employees can make a great first impression over the phone and end calls on a positive note.

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Customer Service How To Customer Service Training Training 53

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. Furthermore, that discovery led to me realizing that I had 50 percent of the wrong people dealing with customers before this split.

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Management Leadership Conference Examples 78

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.

How To 51

How To Airlines Training Course 51

Myra Golden

NOVEMBER 15, 2016

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. I had just joined the company as the new Call Center Manager a few months ago. Interestingly, call volume was not up. Our agents didn’t know how to move the call forward.

Call Center 40

Call Center Training Video How To 40

Myra Golden

DECEMBER 9, 2016

Experience “How to Rock Your Customer Service Job” . If you like this, you might be interested in exploring other modules from my customer service online training portal: Customer Experience Over the Telephone – So your employees can make a great first impression over the phone and end calls on a positive note.

Customer Service 40

Customer Service How To Customer Service Training Training 40

Heart of the Customer

DECEMBER 4, 2014

” “We just need to teach our customers how to use our website so they won’t call us so much.” ” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops. Customers form an. I’m teaching.

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Training Customer Journeys Culture Contact Center 89

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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Call Center Tips Video Course 40

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. If so, how often do you do it? Thanks so much for calling us today. No, you weren’t imagining perfect agents in the Zappos Call Center. On the way into my office this morning I stopped to get coffee and breakfast for my team.

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Customer Service Call Center Training Customer Service Training 56

Michelli Experience

MARCH 25, 2016

Step-by-step video tutorials explaining how to solve general problems, which are accessible to customers, enable them to handle it by themselves. Infinit-O ) , an ISO-certified BPO company that caters inbound call center, finance and accounting and healthcare outsourcing to SMEs.

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Video Entertainment Customer Service Social Media 100

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. Thank you for calling us today Tammy.”

Customer Experience 52

Customer Experience Call Center Video Training 52

Storyminers

DECEMBER 22, 2017

Employees who feel they are in control of their own customer experience outcomes are more likely to feel engaged with overall objectives and improve performance. For example, a call center agent may have a bonus structure in place based on customer feedback automated after a call.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

Myra Golden

APRIL 2, 2020

I managed a global call center during the Y2K fear, and my company spent a full twelve months contingency planning for everything that could potentially fail when the calendar flipped over to the new millennium. COVID-19 is transforming how we work and interact, and remote working could become the norm. Can we pay our employees?

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Tips e-support Call Center Interaction 59

Myra Golden

FEBRUARY 3, 2017

Now, the hotels.com call center is telling me that because they couldn’t help my hotel in Baltimore sort out a problem, they are removing my earned rewards? I know you don’t want your customers to escalate. It takes 10 hotel stays to earn a free hotel night. I travel a lot.

Hotels 40

Hotels Management Rewards Programs Travel 40

Myra Golden

AUGUST 29, 2019

So, don’t prime customers by dropping words and expressions that say there’s someone above you more capable of making decisions. Assert your authority with confidence, like I had my call center agents do when customers got upset about not being able to use a debit card to rent a vehicle.

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Video Communication Training Customers 71

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. If so, how often do you do it? Thanks so much for calling us today. No, you weren’t imagining perfect agents in the Zappos Call Center. On the way into my office this morning I stopped to get coffee and breakfast for my team.

Customer Service 40

Customer Service Call Center Training Customer Service Training 40

Myra Golden

DECEMBER 17, 2018

You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. It’s time to figure out how to fix that! Here are Three Simple (But Important) Things To Remember About Giving Bad News To Customers.

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Course Policies How To Customers 85

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.

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.

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

APRIL 13, 2017

Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. Join me for my 60-minute webinar, How to Motivate Customer Service Employees. It’s loaded with practical ideas to resist burnout and fire-up customer service employees.

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Customer Service Video How To Customers 84

Beyond Philosophy

MARCH 12, 2015

When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. Have you ever abandoned an online chat because it was taking too long so you could sit on hold for five minutes or more with a call center.

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CEM Customer Journeys Conference Customer Centricity 60

Storyminers

JULY 11, 2016

Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Making decisions that create value for customers and for the business at the same time require a whole new way of processing and thinking. Business profitability first. Everything else second.

Self Service 100

Self Service B2C CRM Technology 100

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

SEPTEMBER 13, 2016

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. This customer service group doesn’t need anything from Zappos. So, no, “I cannot simply train your agents to be like Zappos agents.

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Culture Hotels Training Contact Center 56

Myra Golden

JANUARY 30, 2018

Today I’m going to show you how to use the Feel, Felt, Found method to express empathy to your customers. What’s great about the Feel, Felt, Found Method, is, it gives you the perfect response when you can’t give the customer exactly what they want. The Feel, Felt, Found method is easy to use.

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Customer Service Training Training Course How To 69

Myra Golden

JULY 9, 2017

Escalations are time-consuming and frustrating for everybody, even for customers. I know you don’t want your customers to escalate. Join me for my “How to De-escalate” on-demand video training, and your people will walk away knowing exactly how to pre-empt an escalation.

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Tips Insurance Hotels Conference 65