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?

Tips 59

Tips e-support Call Center Interaction 59

Myra Golden

JUNE 12, 2018

So, try to always speak in complete sentences with your customers. This fantastic tip comes directly from my Telephone Skills online training course , which is part of my customer service eLearning catalog. When you speak in complete sentences, you sound friendlier, and the conversation will have a casual, natural flow.

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Tips Course Training Connections 71

Myra Golden

NOVEMBER 11, 2020

You can move customers out of venting, rambling, and storytelling using Reframing Statements. Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it. I’m listening, and I have an answer.

Average Handle Time 104

Average Handle Time Tips Contact Center Video 104

Myra Golden

NOVEMBER 2, 2016

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

Storyminers

MAY 31, 2017

The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner.

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Resources Hotels Guidelines Customer Experience Design 194

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

Doing CX Right

OCTOBER 29, 2020

Which CX tips and best practices resonate most, and why? I’m interested to hear your thoughts. . I look forward to your comments. . The post CXM Best Practices Symposium appeared first on Doing CX Right.

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Employee Engagement Customer Experience Design Customer Experience Management Tips 52

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?

Customer Experience 52

Customer Experience Net Promoter Score Effort Score Loyalty 52

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.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 100

Myra Golden

JULY 10, 2019

Now you can give your representatives 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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Tips Customer Service Industry Conference 68

Myra Golden

APRIL 1, 2019

Label the Employee’s Emotional Reaction. When you merely label what you think your employee is feeling, you show your understanding while at the same time expressing empathy. Labeling is just naming what you observe. Don’t judge or harp on the issue. Here’s what labeling looks like.

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Tips Hotels Course Training 92

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. NEED MORE HELP WITH DE-ESCALATION?

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How To Tips Video Interaction 101

Beyond Philosophy

APRIL 24, 2021

He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience. We created a fictional restaurant called Hamilton’s Fine Dining, which, you can imagine, had no budget at all for Customer Experience Design.

Customer Experience 89

Customer Experience How To Consulting Conference 89

Myra Golden

JUNE 9, 2021

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.

Customer Service 105

Customer Service Tips Customers Customer Experience 105

Myra Golden

MAY 18, 2020

So, here’s a tip to help your team control conversations politely. Sometimes unhappy customers will ramble, making themselves more upset and making it harder for you to cut to the business of fixing the issue. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

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Tips Customer Experience Customer Experience Design Customers 111

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. Continue the training with me?

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Tips Training Interaction Customers 111

Myra Golden

OCTOBER 1, 2021

Grab your telephone tip guide here. Seven things are all it takes, and that’s what I’m breaking down in this video. Watch to learn how speaking in complete sentences, yielding, and using a lead-in will turn things around for you quickly.

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Tips Video Feedback Customer Experience Design 103

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. ” versus, “My pleasure.

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Course How To Tips Advertising 69

Myra Golden

OCTOBER 9, 2020

Grab your slides from this video for quick reference to the four tips. In this video, I walk you through four steps that put you in confident control and position you to move the conversation to closure. Here are the four steps: Be clear Acknowledge concern Manage expectations Guide to next steps.

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Video Tips Customers Management 98

CX Journey

MAY 26, 2016

From a customer experience perspective. In last month's post, I gave some tips to ensure that the partner experience is aligned with your brand experience. In this post, I'm going to reiterate why this is important to your success - and more importantly, why it's critical to the customer experience overall.

Customer Experience 109

Customer Experience Hospitality Healthcare B2B 109

Myra Golden

APRIL 5, 2023

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. Tips for effective signposting To use signposting effectively, following some simple tips and techniques is essential.

Self Service 52

Self Service Call Center Tips Training 52

Myra Golden

AUGUST 21, 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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Tips Video Interaction Strategy 105

Myra Golden

OCTOBER 5, 2021

Yesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it? Watch the replay here. Today we focused on employee retention and training.

Customer Service 52

Customer Service Tips Video Training 52

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

SmartKarrot

APRIL 4, 2022

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. For a B2B SaaS business to build customer centricity, the key is to ensure certain tips are followed.

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Customer Centricity B2B Tips How To 10

Myra Golden

MAY 7, 2020

Now you can give your representatives 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.

Tips 97

Tips Customers Customer Experience Customer Experience Design 97

Myra Golden

MAY 8, 2020

We’ll post quick tips to help you deliver the best customer experience. We’d love to connect with you on Instagram — Instagram.com/myragoldenseminars.

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Tips Connections Customer Experience Customer Experience Design 80

Myra Golden

JULY 9, 2017

I remember being a new manager preparing to deliver bad news to a group of executives. I was nervous, fearing I would get questions I couldn’t answer and thinking I’d get slammed in the meeting. My boss, the executive vice president of the company, helped me prepare for the meeting. Here’s the strategy you use.

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Tips Insurance Hotels Conference 65

Myra Golden

MAY 7, 2020

Tip: Try this at your next virtual meeting and make it more exciting by offering a prize, like a virtual Amazon gift card!). Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations.

Customer Service 71

Customer Service Tips Meeting Video 71

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. And here is a little tip for you: if your eCommerce site or brand can be found on a review site, you are most likely already getting open text feedback.

Ecommerce 208

Ecommerce Customer Experience Customer Journeys Feedback 208

Myra Golden

JUNE 21, 2019

Now you can give your representatives 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.

Management 84

Management Tips Video Customers 84

Myra Golden

SEPTEMBER 16, 2020

Watch this video to learn “customer service empathy” and get great phrases you can personalize and use. 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.

Customer Service Representative 59

Customer Service Representative Video Tips Interaction 59

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. With these tips, you can turn a difficult conversation into an opportunity to build a stronger relationship with your customers.

Contact Center 52

Contact Center Customer Service Representative Tips Training 52

Myra Golden

MAY 11, 2020

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.

Tips 64

Tips Video Customer Experience Customer Experience Design 64

Kustomer

MARCH 23, 2022

Even if they like your product or service, any weaknesses in the overall customer experience will reduce your chances of turning customers into brand ambassadors. Customer experience design starts with marketing and follows the customer journey through sales, distribution, customer service and product support.

Brands 98

Brands Social Media Loyalty Omni-Channel 98

Myra Golden

DECEMBER 3, 2019

About a month after customers sign up for eLearning, we check in over email with tips on how to quickly run reports. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. “Your driver is approaching.”

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Airlines Tips Meeting Report 59

Stella Connect

JANUARY 4, 2022

To help you get started, we’ve compiled a list of 29 customer service coaching and training tips. Coaching Customer Service Agents for Individual Growth. In this case, it’s better to schedule group training sessions instead (see below for more on customer service training tips). Make coaching sessions 1:1, always.

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Customer Service Training Training Tips Customer Service 97