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

JANUARY 30, 2018

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. It helps you to be more relatable, and to foster a sense of connection with customers. First, you let the customer know you can relate to how they feel.

Customer Service Training 69

Customer Service Training Training Course How To 69

Myra Golden

SEPTEMBER 1, 2016

In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in. In my training I tell people all you have to do for the lead-in is: Use a personal pronoun. How about, “What is your daughter’s last name?” or “We have very flexible scheduling. See the difference?

Customer Service Training 45

Customer Service Training Training Connections How To 45

Myra Golden

JUNE 12, 2018

It’s undoubtedly efficient to ask customers questions in this manner. In this article, I’ll talk to you about instantly improving your ability to connect with customers and sound friendly by just speaking in complete sentences. So, try to always speak in complete sentences with your customers.

Tips 71

Tips Course Training Connections 71

Myra Golden

SEPTEMBER 1, 2016

You can use this train your staff on speaking in complete sentences. In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in. In my training I tell people all you have to do for the lead-in is: Use a personal pronoun. She did not use a “lead-in.”.

Training 45

Training Customer Service Training Video How To 45

Myra Golden

MARCH 19, 2017

It sounds defensive and most certainly, it makes the customer more intent on speaking with a supervisor. Maybe try, “I can certainly connect you with a supervisor. If the customer insists on speaking to a supervisor, go ahead and transfer with a good attitude. Still, you don’t want to say this outright.

Airlines 86

Airlines Customer Service Training Customers Training 86

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Culture 56

Culture Hotels Training Contact Center 56

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 63

Customer Service Customer Service Representative Training Video 63

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Culture 40

Culture Hotels Training Contact Center 40

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

MARCH 29, 2017

I’m doing a webinar on April 5th at 1pm ET called “How to Talk to Customers.” You might be tempted to skip this training. The art of connecting with customers…make emotional connections with your customers through acknowledgement, being fully present and by mirroring the customer. I’ll Help Them.

How To 40

How To Exercises Customers Training 40

Myra Golden

DECEMBER 17, 2015

Want Better Customer Service Over the Telephone? How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections. The biggest problem with the customer experience in most companies is how employees talk to customers.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

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Customer Experience Consulting Multi-Channel Leadership 132