ShepHyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. QR codes are commonly used for payments and advertisements and are effortlessly offering a contactless solution to customers. For instance, QR codes can effectively be implemented in customer service.

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

Myra Golden

APRIL 3, 2020

Keep remote employees’ skills sharp with our customized, engaging, live virtual training. We start with a video conference to learn about your challenges and goals. Book Your Virtual Customer Service Workshop Now! Plus, we record the training and hand it over to you to use as you wish.

Customer Service 59

Customer Service Conference Video Training 59

Myra Golden

APRIL 13, 2017

Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. Join me for my 60-minute webinar, How to Motivate Customer Service Employees. It’s loaded with practical ideas to resist burnout and fire-up customer service employees.

Customer Service 84

Customer Service Video How To Customers 84

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. YouTube Short Customer Service Videos.

Customer Service 59

Customer Service Video Customer Service Training Course 59

Myra Golden

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. It Worked on My Husband!)

Customer Service 96

Customer Service Tips Video Interaction 96

Myra Golden

AUGUST 26, 2021

It might surprise you to know I don’t want customer service specialists to apologize to customers. Watch the video. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things. Was This Helpful? If you’re not yet subscribed, sign up here.

Video 119

Video Customers Customer Service Customer Experience Design 119

Myra Golden

NOVEMBER 30, 2018

This week has been dedicated to customized customer service eLearning for some of my favorite clients. Read on to see how we create custom video training. Online workshops are usually 10-14 short video modules. A successful recording session for a client’s customized training is complete.

Customer Service 55

Customer Service Video Training Customers 55

Myra Golden

NOVEMBER 6, 2020

I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Besides the usual increase in web traffic, call volume, and longer business hours, customer service and support reps will need to be ready for the pandemic’s impact on the customer experience.

Customer Service 45

Customer Service Management How To Video 45

Myra Golden

FEBRUARY 24, 2022

So often that I recorded an answer in a short video. If you suspect you’re dealing with a person with mental illness, my two-minute video may help. The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Enroll anytime. .

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Video Customers Industry Customer Service 111

GetFeedback

JULY 19, 2019

Customer feedback (aka Voice of the Customer ) is a gift. Your customers are doing you a huge favor by taking time to alert you to a problem when it occurs with your business or to their happiness when that’s the outcome. Customer experience (CX) remains one of the most profuse opportunities for your business to stand out.

Data 262

Data How To Social Media Effort Score 262

Michelli Experience

MARCH 7, 2017

In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer. Your reputation matters. What would you do?

Lifetime Customer 214

Lifetime Customer Social Media Video Travel 214

Myra Golden

DECEMBER 8, 2017

We’ll use a customer service example. Your customer is upset because their shipment didn’t arrive, though you show that the package was left on the customer’s porch 2 days ago. Express empathy to this customer using the same steps I took with my daughter. Put yourself in the customer’s place.

Customer Service 63

Customer Service Video Hotels Customers 63

Myra Golden

MAY 7, 2020

They’re likely seeing a rise in customer frustration. Connect with your team in video meetings, and make the get-together fun. They need contact, connection, and communication – and the break from serving customers. Your employees are probably swimming in call and chat volume right now. They need to exhale. They need to laugh.

Customer Service 71

Customer Service Tips Meeting Video 71

Myra Golden

JULY 10, 2019

All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. Focus questions help you, help your customer to focus on why they’ve called you. Ask Questions That Are Easy For Your Customers to Answer.

Tips 68

Tips Customer Service Industry Conference 68

Myra Golden

JANUARY 20, 2021

I taught college psych several years before jumping into the customer service space. In last week’s super-fantastic 4-day De-escalation Academy , I taught my students how to use psychology to get angry customers to back down and accept their word as final. Watch the video now! And share this with your agents.

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How To Video Training Customers 105

Kustomer

MARCH 23, 2022

In this post, we’ll be looking at how you can take advantage of this by leveraging the brand advocacy potential of your most loyal customers , who we’ll refer to as brand ambassadors throughout. A brand ambassador is someone who promotes your product or service in their interactions with other people via relevant communication channels.

Brands 98

Brands Social Media Loyalty Omni-Channel 98

Myra Golden

MARCH 15, 2018

If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. But for the customer, dead air space feels awkward. Once, when I was talking to a customer service representative, he used the downtime fantastically. Inform the customer, or …upsell.

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Customer Service Customer Service Representative Tips Wait Times 59

Myra Golden

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. We show our three best features in this short video. Custom website and branding.

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Customer Service Training Training Customer Service Video 45

Myra Golden

AUGUST 8, 2017

This week, I’m filming video training for a client in Southern California. The first day I worked with Christina, she asked me about what I teach in my videos and training classes. “I I help frontline employees deliver the best possible customer experience,” I said. I love that Christina made that observation.

Customer Service 45

Customer Service Video Training Customers 45

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.

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How To Call Center Video Training 120

Myra Golden

NOVEMBER 13, 2017

I recorded this video last week for a client. 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.

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Customer Service Training Video Course Training 91

Myra Golden

SEPTEMBER 16, 2020

COVID-19 makes customers more demanding. And the pandemic impacts customer service representatives, too! Empathy can help you regain control of interactions and get angry customers to calm down and listen to you. But what level of empathy is appropriate for customer service?

Customer Service Representative 59

Customer Service Representative Video Tips Interaction 59

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

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more Myra’s customer service eLearning.

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr. Learn more or try for free.

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” Experience “How to Rock Your Customer Service Job” .

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Customer Service How To Customer Service Training Training 53

Michelli Experience

FEBRUARY 16, 2017

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Infographics Video Employee Engagement Customer Experience Design 223

CSM Magazine

SEPTEMBER 13, 2021

Ventrica the fast-growth multilingual customer service specialist is expanding into Jamaica with the launch of its new operation in Montego Bay. The new site opened this week is designed to support Ventrica clients in the US, UK and European markets requiring lower cost but high-quality English language customer service support.

Transportation 52

Transportation Fashion Ecommerce Hospitality 52

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 100

Connections Social Media Video Customer Experience Design 100

Myra Golden

MAY 30, 2018

One of the most significant challenges facing companies today is attracting and retaining right-fit front line customer service professionals. When I work with companies on finding, hiring, and retaining the best customer service employees, I focus on three things. Millennials now make up about 50% of the workforce.

Customer Service 49

Customer Service Social Media Culture Feedback 49

Michelli Experience

NOVEMBER 1, 2017

From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. For an abbreviated video version of Adolpho’s story, you can watch Sarah’s TED talk. Adolpho’s Lessons for Employee and Customer Engagement. Great Experiences Don’t Need to Be Costly or Productivity Limiting.

Customer Experience 173

Customer Experience Hotels Consulting Engagement 173

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” Experience “How to Rock Your Customer Service Job” .

Customer Service 40

Customer Service How To Customer Service Training Training 40

Myra Golden

AUGUST 30, 2016

Part of what makes me good at what I do is I genuinely hate poor customer service. As it turns out, I’m not the only one who gets irritated with bad customer service. Don’t let your customer service be so bad it makes people cry, cuss, tweet or shout.

Customer Service 45

Customer Service Poor Customer Service Video Customer Experience 45

Myra Golden

JANUARY 23, 2018

But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. Some people cuss, and yell and make threats when they are angry about customer service. This is not okay.

Course 84

Course Video How To Customers 84

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

Michelli Experience

JULY 25, 2017

I also opined on the critical role of trust in strengthening the social contract between businesses and customers. As such, I suggested business leaders should take the first step by trusting customers out of respect and gratitude for them. I depict this relationship in the formula: High TRUST = Happy Employees = Happy Customers =.

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Consulting Touchpoint Leadership Employee Engagement 113

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