Myra Golden

APRIL 6, 2023

Breaking bad news is one of the most challenging aspects of customer service. It’s always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is canceled. When you deliver bad news, it’s natural for the customer to feel disappointed, frustrated, or upset.

Contact Center 52

Contact Center Customer Service Representative Tips Training 52

Myra Golden

MARCH 3, 2021

I had a chat last month with Cox Communications, and the agent ended with, “I’m so glad we were able to work together to resolve your issue!” Drop these four tips in your chat, and you’ll have human tone chats; they leave customers impressed. This video is from my Customer Service Master Class.

Interaction 59

Interaction Tips Video Connections 59

Comm100

AUGUST 1, 2018

This article highlights that customer service is not reserved for those on the frontline and is only a complete process when all levels take part. Customer service is evolving rapidly, call center agents reading from the same script are no longer the definition of good customer service.

Customer Experience 102

Customer Experience Policies Social Media Effort Score 102

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Myra Golden

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. I emerged with a game plan for setting boundaries with new contractual terms, assertively saying ‘no’ when the relationship doesn’t fit, and in general, more clarity in communication. Start, Stop, and Continue.

Exercises 75

Exercises Policies Training Feedback 75

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

MAY 2, 2018

Share this with your employees to make sure they don’t make the number one grammar gaffe in business communication. This tip is from my Email Essentials Course, which is part of my customer service online training suite. Here’s a short video I created on the Your versus You’re mistake.

Course 61

Course Tips Training Video 61

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. Coach your service team strategically.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Myra Golden

SEPTEMBER 8, 2018

Use personal pronouns, I, we, me, you – to make written communication sound more warm and personal. Pronouns, especially “I” and “you” – humanize the employee, and the customer and they bring a personal tone to a chat exchange. Use Personal Pronouns.

Interaction 61

Interaction Tips Communication Customer Experience 61

Myra Golden

SEPTEMBER 7, 2016

I actually hadn’t even noticed the lack of verbal communication. Me, the Customer Service Queen didn’t even notice. Other than the voice coming through the drive-thru speaker, there was no verbal communication. You know why I didn’t notice? Because rote interactions like this are so common that this felt like the norm. .

Call Flow 56

Call Flow Video Training Interaction 56

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

SEPTEMBER 7, 2016

I actually hadn’t even noticed the lack of verbal communication. Me, the Customer Service Queen didn’t even notice. Other than the voice coming through the drive-thru speaker, there was no verbal communication. You know why I didn’t notice? Because rote interactions like this are so common that this felt like the norm. .

Call Flow 40

Call Flow Video Training Interaction 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

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.

Call Center 76

Call Center Training Video How To 76

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.

Call Center 40

Call Center Training Video How To 40

Michelli Experience

APRIL 11, 2017

Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g. wanting not to have their favorite places overrun with new customers). Finally, I promised this week I would offer tips on how to convert loyal customers into referral sources.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

Michelli Experience

APRIL 11, 2017

Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g. wanting not to have their favorite places overrun with new customers). Finally, I promised this week I would offer tips on how to convert loyal customers into referral sources.

Customer Care 133

Customer Care Brands Net Promoter Score Social Media 133

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. Frontier Communications just implemented its own enterprise-wide VoC platform that delivers detailed customer feedback right to agents, in real time. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote). Cecilia McKenney.

Call Center 40

Call Center Contact Center Conference CRM 40

Myra Golden

SEPTEMBER 21, 2016

Empathy helps you establish rapport and can result in a positive emotional reaction in your customers. . Personal pronouns – I, we, you – instantly make written communication sound more warm and personal. Tori used lots of personal pronouns. Tori said things like, “ I hate to think that you won’t be able to fully enjoy your meals.”

Travel 96

Travel How To Feedback Examples 96

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Meet Our Panel of Customer Experience and Customer Service Leaders: Nicholas J. In fact, sometimes it can seem.

Software 40

Software Customer Experience Company CRM 40

Myra Golden

SEPTEMBER 21, 2016

Personal pronouns – I, we, you – instantly make written communication sound more warm and personal. I talk about how to strategically use personal pronouns, just like Tori did and I cover tips for how to make emails personable and friendly. I felt like I was talking to her face-to-face, rather than reading her email on my iPhone.

How To 40

How To Travel Feedback Examples 40