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. What Will You Do If A Remote Employee’s Internet Is Down?

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Tips e-support Call Center Interaction 59

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

JANUARY 13, 2021

” Customers escalate in chat and email interactions intensely! Yes, my tactics for bringing down the temperature in conversations with customers wok in written communications. I answer the question and give three tips for de-escalating in chat and email in the video below. Any advice is appreciated.”

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How To Tips Video Interaction 101

SurveySparrow

JULY 24, 2023

Remarkable Tools for CX Research Methods for CX Research Tips to Effectively Do a Successful CX Research Final Thoughts What is Customer Experience Research? If the business world were a stage, customer experience research would be the director. Assesses the overall customer-company relationship.

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Customer Experience Net Promoter Score Effort Score Loyalty 52

Myra Golden

JANUARY 5, 2021

This tip is from my De-escalation Academy. In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in-control as they bring down the temperature in interactions and guide customers to next steps.

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Tips Training Interaction Customers 111

Beyond Philosophy

APRIL 24, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. Our Experience Health Check can help you understand what you have today.

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Customer Experience How To Consulting Conference 89

Myra Golden

AUGUST 21, 2020

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you.

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Tips Video Interaction Strategy 105

Myra Golden

OCTOBER 14, 2020

When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. If you find you need more help, spend some time looking around my blog , where I have dozens of tips, videos, and phrases to help you get angry customers to back down.

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Customer Service Tips Video Interaction 96

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

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. For my utility client, the discussion showed the most pressing issue was that Representatives didn’t know how to keep interactions focused and productive.

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Tips Customer Service Industry Conference 68

Myra Golden

APRIL 23, 2020

Empathy for Customer Service Professionals. Customer service professionals may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn’t feel positive. Customer service calls can sometimes get out of control. How to Deliver Bad News to Customers.

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Customer Service Course Policies Retail 101

Lumoa

JUNE 9, 2020

Craft onboarding experiences, product onboarding videos , blog posts, UI changes and purchasing paths to specifically reflect the things that your customer cares the most about. Another option would be to ask for customer feedback after a customer has interacted with your customer support.

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Ecommerce Customer Experience Customer Journeys Feedback 208

Myra Golden

DECEMBER 9, 2019

So join me in this LinkedIn Learning course and learn how to deliver better customer interactions by creating rapport.

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Course How To Tips Advertising 69

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

MAY 21, 2020

They fear to be in intense interactions with frustrated customers. 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. .” They fear they won’t be able to diffuse anger and de-escalate.

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Policies Tips Interaction Customers 105

Myra Golden

APRIL 6, 2023

By following these tips, you’ll be able to deliver bad news in a way that shows empathy, builds trust, and leaves your customers feeling heard and understood. For many people, their interactions with customer service are the only points of contact they have with a company. Continue the Conversation with me?

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Contact Center Customer Service Representative Tips Training 52

SmartKarrot

APRIL 4, 2022

This is because business growth can be shouldered on a well-designed customer success strategy. Customer experience and customer interactions need to be chalked in the right manner to enhance customer-centric culture. 10 Tips for B2B SaaS Businesses to build a Customer-Centric DNA.

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Customer Centricity B2B Tips How To 10

Myra Golden

MAY 7, 2019

That would put the family at ease and make the patient and family experience far more peaceful. What’s Your Customer’s Panic Question? Think about everyday interactions with your customers. What do you think would be helpful for your customer to know at this point?

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Transportation Hospitality Exercises Tips 92

Myra Golden

JUNE 24, 2019

The idea is to insert a personal tone so you can build rapport and even delight customers. I have my clients do four things in chat interactions to make them more human. Acknowledge customer concern, meaning speak to your customer’s pain point, “I realize this has been frustrating for you.”

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Video Tips Interaction Training 77

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

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Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

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.

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Brands Social Media Loyalty Omni-Channel 98

Myra Golden

SEPTEMBER 24, 2018

You can get to a place where employees deliver better interactions by not making assumptions. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. And it’s easy using this short video.

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Video How To Tips Customer Experience 68

Myra Golden

MARCH 18, 2019

You’ll use this tone in almost all interactions with customers. In Most Interactions Strive For the Amiable Voice. I’m going to use interactive learning scenarios in my customer service workshop later this month to focus on talking amiably is almost all situations. Unapologetic. Lacking empathy.

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Tips Interaction Customers Customer Experience 55

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

AUGUST 27, 2018

Just as taking the time to build rapport before my workshops makes a big difference, when you establish rapport with customers, the perception of the interaction is so much more positive. 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

MARCH 24, 2020

This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times. Today I’m sharing with you the guidance I’m giving my clients right now, in these intense times with customers. Adapt phrases like these to reframe your interactions. “We

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Video Interaction Training Customer Confidence 63

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. You could also pick some of the best chat or email interactions to share.)

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Customer Service Call Center Tips Meeting 61

CX Journey

AUGUST 11, 2015

It leads to a number of things, none of which you'll get by making decisions that are not based on what's best for your customers. Here are some tips. How can we ensure that we're operating in an outside-in manner?

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Policies System Touchpoint Feedback 80

Myra Golden

DECEMBER 5, 2018

I caught myself staring at the interaction between my dad and Eli with my mouth literally frozen open. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Eli serves my dad like he’s a son, not a nurse technician.

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Connections Travel Hospitality Tips 69

Kustomer

APRIL 21, 2022

This also includes keeping that empathetic, human element in each part of the experience. The first step is personalization to create a unique experience for every individual that interacts with your company. Gabe explains: “It could start as soon as potential customers land on your website. Gabe Larsen: (08:55).

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Social Media Brands Loyalty Marketing 98

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.

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How To Call Center Video Training 120

Hero Digital

DECEMBER 11, 2018

Customer experience design is all about putting the customer first to build and deliver solutions that are both memorably helpful and enjoyable. But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

Myra Golden

SEPTEMBER 7, 2016

Me, the Customer Service Queen didn’t even notice. Because rote interactions like this are so common that this felt like the norm. . Let’s talk about the fact that no matter how amazing your French fries are, people remember most their interaction with your people.”. You know why I didn’t notice? But she was right.

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Call Flow Video Training Interaction 56

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

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Metrics ROI Measurement Voice of Customer 52

SmartKarrot

JANUARY 4, 2021

Success leaders have an opportunity–a responsibility–to help the entire organization create impactful customer experiences. customer interactions independent of channels or functions. Then we explore three potential roles for Customer Success with each interaction.

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Customer Experience Customer Success Interaction Customers 19

Stella Connect

APRIL 17, 2018

To help you get started, we’ve compiled a list of 29 customer service training and coaching tips. Coaching Customer Service Agents for Individual Growth. Better to schedule group training sessions instead (see below for more on customer service training tips). I]f you care about customer experience.

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Customer Service Training Training Tips Customer Service 62

Myra Golden

SEPTEMBER 7, 2016

Me, the Customer Service Queen didn’t even notice. Because rote interactions like this are so common that this felt like the norm. . Let’s talk about the fact that no matter how amazing your French fries are, people remember most their interaction with your people.”. You know why I didn’t notice? But she was right.

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Call Flow Video Training Interaction 40