Customer Experience Design, Customer Service Training, Customers and Workshop

Three Customer Service and CX Metrics Every Employee Needs to Understand

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Here’s why this is important to you, even if you aren’t in a customer-facing role. Does the Customer Come Back?

Metrics

Metrics Customer Service Measurement Customer Service Training

I Showed Up At My Workshop with Nothing But a 12-Foot Pole. And Here’s What Happened.

Myra Golden

APRIL 26, 2018

Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request. So I designed a unique Team-building Customer Service event built around a 12-foot pole. Here’s what I did. See how we do it.

Exercises

Exercises Groups Training Communication

How to Handle Difficult Customers Using Verbal Aikido

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To

How To Customer Service Training Video Training

Webinars

How Retailers Are Transforming Customer Experiences with Data & AI

Turn Payments Into Personalization: Unlock the Value of Transaction Data

MORE WEBINARS

How to Handle Difficult Customers Using Verbal Aikido

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To

How To Customer Service Training Video Training

You Didn’t Know a 12-foot Pole Could Teach You This

Myra Golden

NOVEMBER 15, 2018

One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this.

Exercises

Exercises Customer Service Training Groups Training

7 Things You Have to Get Right with Your Telephone Customer Experience

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers). Open with a lead-in. Good morning. This is Penny.

Customer Experience

Customer Experience Call Center Video Training

5 Phrases That Make Customers Think Your Employees Don’t Really Care

Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. The wrong words can cause dis-ease in customers, or leave customers thinking you don’t care. Customers, especially if they happen to be angry, need options. I’m fine.”.

Airlines

Airlines Customer Service Training Customers Training

When You, As A Customer Service Representative, Take Things Personally, You Make Your Job Harder

Myra Golden

DECEMBER 19, 2017

I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. the customers said. I was glad Beverly got this customer and not me.

Customer Service Representative

Customer Service Representative Customer Service Customer Service Training Groups

These 7 Questions Will Help You Hone In On and Solve Your Biggest Problems In Customer Interactions

Myra Golden

MAY 1, 2018

I’ll spend this afternoon, and much of this week developing a fully customized training class for this company. In two months, I’ll fly out to Montreal to facilitate the workshop. When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?”

Interaction

Interaction Training Conference Video

This Is the Only Way You’ll Get an Angry Customer to Calm Down

Myra Golden

JULY 25, 2017

If your customer is raising his voice, cutting you off, or is clearly upset, he is stuck in the right side of the brain. To help this customer calm down, you’re going to have to move him to the left side of the brain. What you want is for your customer to operate in the left side of their brain, or their logical side.

Customer Service Training

Customer Service Training Communication Training Video

How to Acknowledge Customer Concern- and Why You Must

Myra Golden

NOVEMBER 14, 2017

In my all-new Telephone Skills e-learning course , I teach your employees how to put customers at ease and build rapport over the phone by acknowledging their customer’s concern, just like the lady at American did for me. you are asked to actively participate in each module, and there are action items you take away.”.

How To

How To Airlines Training Course

Contact Center Training Events with Myra Golden

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

Contact Center Training Customer Service Training How To

Contact Center Training Events with Myra Golden

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

Contact Center Training Customer Service Training How To

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience

Customer Experience Consulting Multi-Channel Leadership

The 2 Mistakes Your Front Desk Staff Cannot Make in the First 6 Seconds of a Phone Call with a Patient

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

Customer Service Training Training Connections How To

The 2 Mistakes Your Front Desk Staff Cannot Make in the First 6 Seconds of a Phone Call with a Patient

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

Training Customer Service Training Video How To

“Ms. Golden, I wasn’t able to get your credit card to go through.” (How to Handle a Customer’s Declined Credit Card)

Myra Golden

MARCH 17, 2017

How to handle a customer’s credit card. When you have to deliver bad news to a customer, and this was bad news, you must always be discrete, regretful, and if you can, be hopeful. When a customer’s credit card is declined, they are in an awkward and vulnerable situation. Work to put the customer at ease.

How To

How To Banking Hotels Travel

Customer Experience Update

Three Customer Service and CX Metrics Every Employee Needs to Understand

I Showed Up At My Workshop with Nothing But a 12-Foot Pole. And Here’s What Happened.

Webinars

Trending Sources

How to Handle Difficult Customers Using Verbal Aikido

Webinars

How to Handle Difficult Customers Using Verbal Aikido

You Didn’t Know a 12-foot Pole Could Teach You This

7 Things You Have to Get Right with Your Telephone Customer Experience

5 Phrases That Make Customers Think Your Employees Don’t Really Care

When You, As A Customer Service Representative, Take Things Personally, You Make Your Job Harder

These 7 Questions Will Help You Hone In On and Solve Your Biggest Problems In Customer Interactions

This Is the Only Way You’ll Get an Angry Customer to Calm Down

How to Acknowledge Customer Concern- and Why You Must

Contact Center Training Events with Myra Golden

Contact Center Training Events with Myra Golden

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

The 2 Mistakes Your Front Desk Staff Cannot Make in the First 6 Seconds of a Phone Call with a Patient

The 2 Mistakes Your Front Desk Staff Cannot Make in the First 6 Seconds of a Phone Call with a Patient

“Ms. Golden, I wasn’t able to get your credit card to go through.” (How to Handle a Customer’s Declined Credit Card)

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