ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. Expertise, empathy, and speed are the top three most important customer service qualities.

Customer Service 65

Customer Service Healthcare Customer Journeys Feedback 65

Myra Golden

MARCH 18, 2020

If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions. Customer Service, SCORM 1.2-Compliant

Customer Service 59

Customer Service Video Customer Service Training Course 59

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.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223

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.

Customer Service 53

Customer Service How To Customer Service Training Training 53

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.

Customer Service 40

Customer Service How To Customer Service Training Training 40

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.

Training 53

Training Customer Service Exercises Travel 53

Myra Golden

NOVEMBER 1, 2016

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. Imagine your newest and most timid agent is on the phone with an irate customer.

Customer Service 56

Customer Service Call Center Training Customer Service Training 56

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. As a special treat for you, I’m sharing one module from my client’s course.

Customer Service Training 91

Customer Service Training Video Course Training 91

ShepHyken

DECEMBER 5, 2018

In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. These are the “convenience infractions” that potentially drive away customers. Cumbersome technology: Hard-to-navigate websites drive away customers. The goal is to eliminate friction.

Policies 124

Policies Case Study Advertising Banking 124

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 45

Customer Service Representative Customer Service Customer Service Training Groups 45

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 40

How To Customer Service Training Video Training 40

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 40

How To Customer Service Training Video Training 40

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. Was This Helpful?

Customer Service Training 58

Customer Service Training Video Training Customers 58

Myra Golden

NOVEMBER 1, 2016

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. Imagine your newest and most timid agent is on the phone with an irate customer.

Customer Service 40

Customer Service Call Center Training Customer Service Training 40

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 63

Customer Service Customer Service Representative Training Video 63

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 52

Customer Experience Call Center Video Training 52

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. Perfect statements to help employees gain control with aggressive customers.

Training 93

Training Course Customer Service Training Study 93

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 132

Customer Experience Consulting Multi-Channel Leadership 132

Myra Golden

NOVEMBER 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions. Our customers liked them too.

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. 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 86

Airlines Customer Service Training Customers Training 86

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 40

Customer Service Customer Service Representative Training Video 40

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. Online Training Customized For Your Company! Online Training Customized For Your Company!

Course 63

Course Training Video Contact Center 63

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. That cheesy video has gotten over 60,000 views. Try not to laugh too hard.

Video 40

Video Customer Service Training Tips Training 40

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. That cheesy video has gotten over 60,000 views. Try not to laugh too hard.

Video 40

Video Customer Service Training Tips Training 40

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 56

Customer Service Training Communication Training Video 56

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 58

Exercises Customer Service Training Groups Training 58

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. How did 2017 go for you? The struggle is real.

Training 51

Training Customer Service Training Course Connections 51

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. Customer emotions drive customer behavior.

Measurement 102

Measurement Consulting Technology Customer Experience Professionals 102

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.

Customer Service Training 69

Customer Service Training Training Course How To 69

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. When you have to ask your customer questions, I want you to do two things: Always ask in complete sentences. First name?

Tips 71

Tips Course Training Connections 71

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.

Communication 63

Communication Course Insurance Video 63

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 40

Contact Center Training Customer Service Training How To 40

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 40

Contact Center Training Customer Service Training How To 40

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?

Training 40

Training Customer Experience Telecommunications Call Center 40

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?

Training 40

Training Customer Experience Telecommunications Call Center 40

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 51

How To Airlines Training Course 51

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Culture 56

Culture Hotels Training Contact Center 56