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.

Management 78

Management Leadership Conference Examples 78

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. Yes, that is exactly the goal of empathy in the customer experience.

Customer Service 40

Customer Service Customer Service Representative Training Video 40

Myra Golden

MARCH 15, 2018

Let the customer know that there will be a few seconds of silence, by explaining what you are doing, “This will take just a few moments to pull up,” or “What I’m doing here, is processing the return, and placing your replacement order. Once, when I was talking to a customer service representative, he used the downtime fantastically.

Customer Service 59

Customer Service Customer Service Representative Tips Wait Times 59

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. They knew their stuff. Everybody, including us.

Call Center 76

Call Center Training Video How To 76

Myra Golden

FEBRUARY 6, 2017

I blocked off yesterday afternoon to listen to a random sample of recorded phone calls between customer service representatives and customers (patients and providers) for my client. Learn more about this 60-minute online training right here and get your team signed up. I have no way of knowing that information.”

Customer Service Representative 40

Customer Service Representative Training How To Groups 40

Myra Golden

JULY 15, 2018

In a few days I’m heading to Montreal to help a new client, a team of Customer Service Representatives, get their demanding and unreasonable customers to back down. And let’s say, I start the training off with, “Good morning!”. If there’s no response to the link, the chain is left unlinked or broken.

Video 68

Video Insurance Communication Customers 68

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. They knew their stuff. Everybody, including us.

Call Center 40

Call Center Training Video How To 40

Myra Golden

APRIL 10, 2017

The second meeting was a task force to look for ways to increase customer loyalty. George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting. I needed to be there, yes, but my budget meeting took priority.

Call Center 73

Call Center Management Exercises Meeting 73