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

JULY 25, 2017

Psychologists talk about what they call the communication chain. The communication chain says that when a person puts out a verbal message, they expect a response to that message. That first message is a link in the communication chain. The idea is to link the communication chain with a genuine acknowledgement of concern.

Customer Service Training 56

Customer Service Training Communication Training Video 56

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

APRIL 26, 2018

Typically, I only deliver training on customer service, but my client had a special request. My client explained that “We need to work together, make decisions together, and communicate according to the styles of each person. So I designed a unique Team-building Customer Service event built around a 12-foot pole.

Exercises 63

Exercises Groups Training Communication 63

Myra Golden

SEPTEMBER 13, 2016

While employees were busy looking through notes or trying to find something on the computer, they just let the customer hang on. I could hear keys clicking, gum smacking and occasional sighs, but there was almost no verbal communication during the dead-air space. It was like the customer was asking dumb questions.

Culture 56

Culture Hotels Training Contact Center 56

Myra Golden

SEPTEMBER 13, 2016

While employees were busy looking through notes or trying to find something on the computer, they just let the customer hang on. I could hear keys clicking, gum smacking and occasional sighs, but there was almost no verbal communication during the dead-air space. It was like the customer was asking dumb questions.

Culture 40

Culture Hotels Training Contact Center 40

Myra Golden

MARCH 29, 2017

Myra explains why you can’t outright tell a customer he is wrong, even when he is, and she shows you how to tactfully help the customer to see things the way you need them to. How to make customers feel smart/good even if they ask “silly” questions. Making Customers Feel Taken Care of…the secret to the best customer experience.

How To 40

How To Exercises Customers Training 40

Myra Golden

AUGUST 29, 2016

If you work in customer service, effective complaint handling is crucial. One poorly handled problem or complaint can send a customer running for the competition. Consider the following: A customer who goes to the effort to complain, but remains dissatisfied is usually 50% less loyal than someone who did not bother to complain.

Customer Satisfaction 49

Customer Satisfaction Loyalty Policies Customer Service Training 49

Myra Golden

AUGUST 29, 2016

If you work in customer service, effective complaint handling is crucial. One poorly handled problem or complaint can send a customer running for the competition. Consider the following: A customer who goes to the effort to complain, but remains dissatisfied is usually 50% less loyal than someone who did not bother to complain.

Customer Satisfaction 49

Customer Satisfaction Loyalty Policies Customer Service Training 49

SurveySensum

JULY 14, 2020

Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Myra Golden

NOVEMBER 15, 2018

One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this.

Exercises 58

Exercises Customer Service Training Groups Training 58