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

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

DECEMBER 13, 2017

Imagine 2018… Imagine how good you will feel knowing that your employees consistently speak to customers with friendliness, empathy, and warmth. Imagine your team starting calls off on a positive note, making personal emotional connections and genuinely ending calls with a fond farewell.

Training 51

Training Customer Service Training Course Connections 51

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

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 1, 2016

The employee I spoke with made the two biggest mistakes customer service employees can make in the beginning of a call with a patient – or “would-be” patient. In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in.

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 13, 2016

The worst part of the calls for me was that there was no personal connection. Customers would often go right into their issue and then the agent would say something like this: “What’s your claim number?” There was no acknowledgment of the customer’s frustration, no “I’m happy to help you with this,” They just went into probing.

Culture 56

Culture Hotels Training Contact Center 56

Myra Golden

SEPTEMBER 1, 2016

The employee I spoke with made the two biggest mistakes customer service employees can make in the beginning of a call with a patient – or “would-be” patient. You can use this train your staff on speaking in complete sentences. Your videos and training materials have helped me tremendously.

Training 45

Training Customer Service Training Video How To 45

Myra Golden

SEPTEMBER 13, 2016

The worst part of the calls for me was that there was no personal connection. Customers would often go right into their issue and then the agent would say something like this: “What’s your claim number?” There was no acknowledgment of the customer’s frustration, no “I’m happy to help you with this,” They just went into probing.

Culture 40

Culture Hotels Training Contact Center 40

Myra Golden

MARCH 29, 2017

The art of connecting with customers…make emotional connections with your customers through acknowledgement, being fully present and by mirroring the customer. When you don’t feel empathetic, you sound insincere and indifferent.

How To 40

How To Exercises Customers Training 40

Myra Golden

DECEMBER 17, 2015

You know your customer service is not where it needs to be. You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. They aren’t establishing rapport with customers. And this is a big one.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132