Stella Connect
JANUARY 4, 2022
Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions.
Myra Golden
APRIL 8, 2020
Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Customer Experience Design
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Stella Connect
APRIL 17, 2018
If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. These are the top- and bottom-line benefits your coaching and training programs should deliver. Coaching Customer Service Agents for Individual Growth. “A
Myra Golden
JANUARY 8, 2018
Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo. Our training is interactive. Operations Manager, Shared Services Training & Development.
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. These are the top- and bottom-line benefits your coaching and training programs should deliver. Coach your service team strategically.
Myra Golden
APRIL 28, 2021
This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate.
Myra Golden
DECEMBER 13, 2017
Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud. I try to make my training easy – for you, your employees, and even for me, by offering it online. I still do onsite training, of course, but online training saves time and money.
Myra Golden
JUNE 8, 2018
Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry. The outcome of this training is employees who possess the soft skills to make customers feel heard and understood, politely lead conversations and assertively bring calls to closure. Learn more about my online customer service training.
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. See video clip below from the training.).
Myra Golden
NOVEMBER 1, 2016
I wanted to treat my small team today for working so hard over the weekend and yesterday into the evening on the big project of moving our entire eLearning roster and training modules to a new hosting site. One had a friendly person serving customers. I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite.
Myra Golden
NOVEMBER 1, 2016
I wanted to treat my small team today for working so hard over the weekend and yesterday into the evening on the big project of moving our entire eLearning roster and training modules to a new hosting site. One had a friendly person serving customers. I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite.
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’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. When you have to ask your customer questions, I want you to do two things: Always ask in complete sentences.
Myra Golden
DECEMBER 3, 2017
When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. ” To communicate your understanding to customers, try to see the situation from the perspective of the customer, and then just say what feels right. In this short video, taken straight from my Empathy eLearning course, I teach precisely how employees can Communicate Understanding to customers.
Myra Golden
FEBRUARY 25, 2023
A pinch of engagement , a dash of customization, and a whole lot of psychological tactics that build confidence for delivering bad news, controlling conversations, and de-escalating. You have the recipe for the perfect customer service workshop! Customer Experience Design
Myra Golden
SEPTEMBER 28, 2017
I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team. It’s a grocery delivery service, basically. I use services like this literally every week.
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. Making these mistakes destroys any chance for rapport, sets the customer up to expect to have a bad experience and increases the chance that the customer would give you a bad review or survey report. You can use this train your staff on speaking in complete sentences.
Myra Golden
DECEMBER 9, 2016
A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?”
Myra Golden
DECEMBER 9, 2016
A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?”
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. Making these mistakes destroys any chance for rapport, sets the customer up to expect to have a bad experience and increases the chance that the customer would give you a bad review or survey report. I took my son to the pediatrician yesterday afternoon for his annual checkup.
Myra Golden
APRIL 26, 2018
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. I showed up with no workbooks, and after 19 years of delivering workshops, training sans workbooks is a first for me. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer.
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. Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.
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. Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.
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. Too much empathy can result in longer talk times and inappropriate sharing between customer service representatives and customers.
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. Too much empathy can result in longer talk times and inappropriate sharing between customer service representatives and customers.
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. Share 4-minutes of my Telephone Skills eLearning with your employees using my video, “How to Acknowledge Customer Concern,” and then sign your team up for the full training suite. I was trying to check in for my American Airlines flight on my phone.
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. It’s also not about letting the customer vent until they cool off or you being a doormat.
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. It’s also not about letting the customer vent until they cool off or you being a doormat.
Myra Golden
MARCH 29, 2017
What if the biggest problem with your customer experience was the way your employees spoke with customers? 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. I’m doing a webinar on April 5th at 1pm ET called “How to Talk to Customers.”
Myra Golden
MAY 1, 2018
I’ll spend this afternoon, and much of this week developing a fully customized training class for this company. 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?” I follow this question up with ten or twelve other questions that help me to deliver precisely on my customer’s objectives for my training. What’s your biggest problem in customer interactions? (I
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, they aren’t in harmony with what your customers need and expect. They aren’t establishing rapport with customers. Customer: “Hi Bill.
Myra Golden
AUGUST 26, 2016
I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”. I’m taking a risk and posting this Flashback Friday video because one, some or all of these tips just may help you get an angry customer to back down. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Flashback Friday!
Myra Golden
AUGUST 26, 2016
I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”. I’m taking a risk and posting this Flashback Friday video because one, some or all of these tips just may help you get an angry customer to back down. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Flashback Friday!
Michelli Experience
JANUARY 4, 2017
Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it. Let’s take two of the most commonly accepted tenants of good customer service – eye contact and being physically present.
Myra Golden
JANUARY 30, 2018
Today I’m going to show you how to use the Feel, Felt, Found method to express empathy to your customers. 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. Other customers have been where they are.
Myra Golden
OCTOBER 18, 2016
Making customers jump through hoops to get problems resolved ruins the customer experience. Here’s what my red bottom stilettos, now on a UPS truck back to New York, have to do with your customer experience: What good is it to have delightful employees, if customers have to work too hard to get help? But what your customers really want is a smooth, easy experience. Here are 3 ways to give your customers what they really want: help.
Myra Golden
OCTOBER 18, 2016
Making customers jump through hoops to get problems resolved ruins the customer experience. Here’s what my red bottom stilettos, now on a UPS truck back to New York, have to do with your customer experience: What good is it to have delightful employees, if customers have to work too hard to get help? But what your customers really want is a smooth, easy experience. Here are 3 ways to give your customers what they really want: help.
Myra Golden
NOVEMBER 13, 2017
It’s part of a full 16-module customer service training. This video is about giving customers an experience that makes them feel good and maintains their esteem. Viewers learn 3 Keys for a Friendly Customer Experience: Never Correct a Customer, Pacing a Customer’s Sense of Urgency and Acknowledging Concern. Customer Experience DesignI recorded this video last week for a client.
Myra Golden
JUNE 1, 2018
In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. Watch the short video, and use it in your own customer service training. Business Texting Customer Experience Design Best practices for business texting How to help customers over text
Myra Golden
MARCH 27, 2018
I just finished recording a fully customized 14-module video course for a new client. My client’s biggest challenge was how to navigate through complex calls, like situations with ramblers and challenging customers. One of the strategies I prepared for my client’s customized training is 4 Things You Can Do To Help Your Customers Cut to the Point. Online Training Customized For Your Company! How you get the training is up to you!
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).
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