Customer Experience Design, Customer Service Representative, Customers and Video

Empathy Will Get Those Angry Customers to Back Down In the COVID-19 Era

Myra Golden

SEPTEMBER 16, 2020

COVID-19 makes customers more demanding. And the pandemic impacts customer service representatives, too! Empathy can help you regain control of interactions and get angry customers to calm down and listen to you. But what level of empathy is appropriate for customer service?

Customer Service Representative

Customer Service Representative Video Tips Interaction

What Customer Service Representatives Can Learn From Doctors About Delivering Bad News

Myra Golden

AUGUST 16, 2016

There’s a lot customer service professionals can learn from doctors when it comes to delivering bad news. Watch this short YouTube video where I explain The 3 Keys Doctors Use to Deliver Bad News. Sign up for my email list and learn specific tips, approaches and phrases to help your employees help your customers.

Customer Service Representative

Customer Service Representative Customer Service Tips Video

The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy

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

Customer Service Customer Service Representative Training Video

Webinars

How Retailers Are Transforming Customer Experiences with Data & AI

Turn Payments Into Personalization: Unlock the Value of Transaction Data

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Become a better leader by knowing yourself and managing your emotions

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. So, what is EQ?

Management

Management Leadership Conference Examples

6 More Ways to Get An Angry Customer to Back Down

Myra Golden

JULY 15, 2018

Eleven years ago I published my first YouTube video. I called it Top 6 Ways to Get An Angry Customer to Back Down. That little video has gotten more than 2.9 I have this old-school video at the bottom the page if you’d like to take a look.). ” Responses like these show the customer that you’re on their side.

Video

Video Insurance Communication Customers

The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy

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

Customer Service Customer Service Representative Training Video

Handling Dead-Air Space On a Customer Service Call

Myra Golden

MARCH 15, 2018

If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. But for the customer, dead air space feels awkward. Once, when I was talking to a customer service representative, he used the downtime fantastically. Make small talk.

Customer Service

Customer Service Customer Service Representative Tips Wait Times

Here’s How to Respond to the Customer Who Asks to Speak to Your Supervisor

Myra Golden

OCTOBER 26, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. To be clear, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

How To

How To Social Media Customer Service Representative Contact Center

What to Say to the Customer Who Asks to Speak to a Supervisor

Myra Golden

AUGUST 27, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. To be clear, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

Social Media

Social Media Customer Service Representative Contact Center Customers

6 Verbal Aikido Tactics Everyone Who Handles Difficult Customers Should be Using

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. Not only that, but my agents were overwhelmed.

Call Center

Call Center Training Video How To

What to Say to the Customer Who Asks to Speak to a Supervisor

Myra Golden

AUGUST 27, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. To be clear, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

Social Media

Social Media Customer Service Representative Contact Center Customers

Here’s How to Respond to the Customer Who Asks to Speak to Your Supervisor

Myra Golden

OCTOBER 26, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. To be clear, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

How To

How To Social Media Customer Service Representative Contact Center

How to Turn Your Business’s Google Reviews Into Marketing Materials

Grade.us

MAY 23, 2018

Customers are likely to spend 31% more on a business with “excellent” reviews. The #SmallThanks initiative makes it possible for Google-listed businesses to create social media images, videos, and other offline marketing materials featuring customer reviews. Offering a mediocre service isn’t going to get you many reviews.

Marketing

Marketing Social Media How To Tools

6 Verbal Aikido Tactics Everyone Who Handles Difficult Customers Should be Using

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. Not only that, but my agents were overwhelmed.

Call Center

Call Center Training Video How To

Customer Experience Update

Empathy Will Get Those Angry Customers to Back Down In the COVID-19 Era

What Customer Service Representatives Can Learn From Doctors About Delivering Bad News

Webinars

Trending Sources

The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy

Webinars

Become a better leader by knowing yourself and managing your emotions

6 More Ways to Get An Angry Customer to Back Down

The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy

Handling Dead-Air Space On a Customer Service Call

Here’s How to Respond to the Customer Who Asks to Speak to Your Supervisor

What to Say to the Customer Who Asks to Speak to a Supervisor

6 Verbal Aikido Tactics Everyone Who Handles Difficult Customers Should be Using

What to Say to the Customer Who Asks to Speak to a Supervisor

Here’s How to Respond to the Customer Who Asks to Speak to Your Supervisor

How to Turn Your Business’s Google Reviews Into Marketing Materials

6 Verbal Aikido Tactics Everyone Who Handles Difficult Customers Should be Using

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