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. It’s fantastic that we can all support customers remotely. In 1999 everybody was worried about Y2K. Will cars start?
Myra Golden
APRIL 5, 2023
Mastering the art of signposting can help you control the call, build rapport with the caller, and ultimately achieve your desired outcome. In this guide, we’ll explore the benefits of signposting, provide examples of effective signposting phrases, and offer tips on incorporating signposting into your phone calls.
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Myra Golden
DECEMBER 17, 2015
The biggest problem with the customer experience in most companies is how employees talk to customers. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience.
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.
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 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.
Myra Golden
NOVEMBER 27, 2017
Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions. Through call monitoring, I could hear, that our customers were annoyed with our “many” questions before we even started helping them. But, often a series of questions can sound like an interview.
Myra Golden
AUGUST 8, 2018
Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa. This consultant, Sally Cox, had trained police officers to immediately assert their authority over situations.
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