Myra Golden

APRIL 2, 2020

It’s fantastic that we can all support customers remotely. In my discussions with clients these days, I’m warning them to watch out for three things as they swiftly move into remote customer service. 3 Quick Tips for the Things That Will Go Wrong with Remote Workers. Your agents already love working from home.

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Tips e-support Call Center Interaction 59

Myra Golden

MARCH 15, 2018

Let the customer know that there will be a few seconds of silence, by explaining what you are doing, “This will take just a few moments to pull up,” or “What I’m doing here, is processing the return, and placing your replacement order. Once, when I was talking to a customer service representative, he used the downtime fantastically.

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Customer Service Customer Service Representative Tips Wait Times 59

Myra Golden

JULY 29, 2019

Listen to some calls from your customer service team and choose the best two or three, and play a portion of these extraordinary calls in your next employee meeting. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations.

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Customer Service Call Center Tips Meeting 61

Myra Golden

NOVEMBER 2, 2016

Convey Empathy to Customers. One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases I share in my training sessions for use in our role-plays – and in real life with customers: Now you can get even more tips for the very best telephone customer experience.

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Tips Training Video Strategy 40

Myra Golden

JULY 2, 2018

You do this to be certain that you’ve answered every question in the customer’s email. When you fully answer your customer’s issues, you reduce the chances of the customer needing to email back with follow-up issues. This tip makes things easier for you. Proof for grammar and spelling mistakes.

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Tips Video Customers Customer Service 40

SurveySparrow

JULY 24, 2023

In that spirit, let’s dive deep into the world of customer experience research, a field that’s reshaping the future of business. Remarkable Tools for CX Research Methods for CX Research Tips to Effectively Do a Successful CX Research Final Thoughts What is Customer Experience Research? What is CX Research?

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Customer Experience Net Promoter Score Effort Score Loyalty 52

Myra Golden

NOVEMBER 29, 2018

Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

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Customer Service Tips Customers Customer Experience 40

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. Coaching Customer Service Agents for Individual Growth.

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Customer Service Training Training Tips Customer Service 97

Myra Golden

DECEMBER 9, 2019

Have you ever had a conversation with a customer service person, and it went something like that? And it’s hard to create rapport with customers if you sound mechanical. Date of birth? A lot of people ask questions this way. The problem with talking in little bytes is, it sounds robotic.

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Course How To Tips Advertising 69

Michelli Experience

APRIL 20, 2016

While marketers like to call attention to aspects of a brand that they want to cement as PODS in the minds of prospects and customers, experience designers like me and business leaders like you should be thinking about DELIVERING PODS – behaving in ways that are relevant, different and valued by your customers.

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Customer Experience Design Policies Brands Tips 100

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?

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Customer Service Representative Video Tips Interaction 59

Myra Golden

DECEMBER 19, 2017

But, sometimes, personalization can get in the way of serving the customer and moving things forward. Last week I delivered a customer service training session where part of our focus was moving employees out of an attitude of personalization to an emphasis on finding a win-win solutions for problems. I can’t wait for Monday.”

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Myra Golden

APRIL 5, 2023

It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists. In this guide, we’ll explore the benefits of signposting, provide examples of effective signposting phrases, and offer tips on incorporating signposting into your phone calls.

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Self Service Call Center Tips Training 52

Myra Golden

APRIL 6, 2023

Breaking bad news is one of the most challenging aspects of customer service. It’s always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is canceled. As such, these interactions can shape their perception of the brand as a whole.

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Contact Center Customer Service Representative Tips Training 52

Myra Golden

AUGUST 8, 2017

It turns out, Christina is not just an amazing makeup artist; she knows a thing or two about customer service. When I worked at Nordstrom,” she told me, “I would notice how stingy my employees would be when customers would ask for makeup samples.

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Customer Service Video Training Customers 45

Myra Golden

MARCH 6, 2017

In my workshops I tell people to look for something they can comment on, something perhaps that they have in common with the customer. For example, a customer service agent could say, “I ordered that exact same duffle for my daughter. These 3 things are game-changers in your customer experience.

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Customer Service Government Connections Customers 45

Comm100

AUGUST 1, 2018

This article highlights that customer service is not reserved for those on the frontline and is only a complete process when all levels take part. Customer service is evolving rapidly, call center agents reading from the same script are no longer the definition of good customer service.

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Customer Experience Policies Social Media Effort Score 101

Kustomer

MARCH 23, 2022

Ensure your customer service operation is set up so customers can easily get in touch using their preferred method and that if they choose to switch from one channel to another, they can pick up a conversation where they left off. As most marketing now happens digitally, a good place to begin is web design.

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Brands Social Media Loyalty Omni-Channel 98

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

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Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Myra Golden

AUGUST 16, 2016

There’s a lot customer service professionals can learn from doctors when it comes to delivering bad news. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations.

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Customer Service Representative Customer Service Tips Video 40

Kustomer

APRIL 21, 2022

It’s widely known that some of the best growth comes from word of mouth marketing, which naturally occurs when customers suggest your products to others in their close circles. In this episode of the Customer Service Secrets Podcast, Gabe Larsen divulges the secrets to turning customers into brand ambassadors for optimal growth.

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Social Media Brands Loyalty Marketing 98

Myra Golden

MAY 21, 2020

These are the top concerns I’m hearing from clients about re-opening: Front-facing employees worry about potential fallout when they tell customers masks are required for entry. Customer service employees are seeing a rise in hostile reactions as customers wait on hold for eighteen minutes or more.

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Policies Tips Interaction Customers 105

Myra Golden

MARCH 3, 2021

Drop these four tips in your chat, and you’ll have human tone chats; they leave customers impressed. This video is from my Customer Service Master Class. Write, like you talk, focusing on making emotional connections and creating rapport in every message you type. Learn more about my master class here.

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Interaction Tips Video Connections 59

Myra Golden

MAY 7, 2019

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask. Think about everyday interactions with your customers.

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Transportation Hospitality Exercises Tips 92

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. Coach your service team strategically.

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Customer Service Training Training Tips Customer Service 62

Myra Golden

MARCH 27, 2018

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. While this video is tailored my customer’s specific challenges, I think you’ll get some great value out of the tips. Customized courses include 10-14 modules.

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Course Training Video Contact Center 63

Myra Golden

OCTOBER 1, 2018

Customer Service Week is a fantastic time to celebrate the VIP employees who take care of your customers, and it’s the perfect week to go all out for your customers. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations.

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Customer Service Tips Culture Customers 11

Myra Golden

DECEMBER 13, 2018

That’s the essence of good internal customer service. The result is better internal relations and the big finish is a great experience for your external customers. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations.

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Exercises Customers Tips Customer Experience 90

Myra Golden

SEPTEMBER 24, 2018

His assumption led to me having a very poor customer experience. In my customer service workshops, I teach your employees how not to make assumptions, and I explain this concept in an unforgettable way. He assumed he knew what I needed without asking me any follow-up questions.

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Video How To Tips Customer Experience 68

Myra Golden

AUGUST 27, 2018

For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. We have a short video in my customer service eLearning suite that shows you how to use two super-easy techniques to build rapport over the phone.

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Tips Video Training Meeting 51

Myra Golden

AUGUST 8, 2018

I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

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Call Center Consulting Video Training 75

Myra Golden

APRIL 7, 2020

The idea is to let customers know that you’re on their side, and the problem is the problem. The customer isn’t the problem, and you’re not the problem. I once had a customer service person say to me, “This is no more acceptable to us than it is to you.” Those words took the bite out of my attitude.

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Interaction Tips Resources Customers 59

Myra Golden

DECEMBER 10, 2019

If you’ve chosen to work in customer service, even if this merely a “job” for you, you owe it to your customers to at the very least feign friendliness. It’s part of what you signed up in customer service. My point is this. Get More Ideas Like This.

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Call Center Tips Customers Survey 52

Myra Golden

JULY 11, 2019

When you do help, make sure you give customers the tips they need, so that next time, they can use self-service on their own. When you do these things, your customers will come to appreciate self-service, and use it more often.

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Self Service Airlines Tips Customers 53

Myra Golden

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Start, Stop, and Continue.

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Exercises Policies Training Feedback 75

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

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.

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Contact Center Training Customer Service Training How To 40