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.

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Customer Service Training Training Tips Customer Service 40

Beyond Philosophy

MARCH 4, 2019

Using facial recognition technology, you can identify how the customer is feeling walking into that experience. You can also identify how the customer is feeling during that interaction with the employee and how they felt when they leave.

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Measurement Consulting Technology Customer Experience Professionals 102

Myra Golden

NOVEMBER 27, 2017

Improve your overall customer experience by bridging to questioning, and by using please and thank you. When you do, your questioning will not come across as an interview, or an interrogation and your customers will feel better about the interaction.

How To 120

How To Call Center Video Training 120

Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team.

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Airlines Customer Service Training Customers Training 86

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. The personal pronoun , – I, we, you, us – helps make the interaction warmer and more personal.

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Customer Service Training Training Connections How To 45

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

JUNE 12, 2018

One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences. It is so familiar to hear interactions like this: Last name? It’s undoubtedly efficient to ask customers questions in this manner. First name? However, it’s not the friendliest approach.

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Tips Course Training Connections 71

Myra Golden

MARCH 17, 2017

When you do, you’ll be remembered for perfectly handling one of the most embarrassing customer interactions. For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team.

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How To Banking Hotels Travel 58

Myra Golden

MARCH 29, 2017

If you called up your own company, mystery shopping as a customer, would you cringe just a little bit at what you heard? If your customer interactions are less than ideal, how would you change them? How Your Employees Talk to Customers is Everything. Are your employees ever perceived as indifferent, cold or uncaring?

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How To Exercises Customers Training 40

Myra Golden

DECEMBER 17, 2015

So, yes, the experience was easy. The one interaction I had with an employee made me pause and think negative thoughts. Fiercely focus your customer experience on meeting needs, being easy and enjoyable. When you do, your contact center will be well on the way to delivering consistently great customer interactions.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

Myra Golden

MAY 1, 2018

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?” So, here are some of the diagnostic questions I ask my clients to help me understand and fix their most pressing issues in customer interactions. They’ve never failed me.

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Interaction Training Conference Video 49

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.

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Exercises Customer Service Training Groups Training 58

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

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