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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Myra Golden

NOVEMBER 2, 2016

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. Watch this 60-minute video now or share it with your employees.

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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. ” And to make training your team to use these ideas, I’ve created a 4-minute video that walks customer service employees through each of these approaches.

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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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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. If you missed us live this morning, no worries, I have the video below. I hope to see you tomorrow at the official Customer Service Week celebration. . Did you miss it?

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Myra Golden

SEPTEMBER 16, 2020

But what level of empathy is appropriate for customer service? Watch this video to learn “customer service empathy” and get great phrases you can personalize and use.

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Myra Golden

JUNE 21, 2019

What Viewers of This Video Are Saying. 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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transcosmos Information Systems

FEBRUARY 20, 2017

From topics like working with an outsourced customer support to the latest trends and sought-after practices in the industry, here are 13 more customer service blogs you need to bookmark now! The Groove HQ blog is a goldmine for customer service reads that are useful and engaging. Apart from the ones we’ve listed in 2015 ).

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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!). Connect with your team in video meetings, and make the get-together fun. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

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Myra Golden

MAY 11, 2020

In this video, I’ll share with you 5 of my best practices for work/life balance in a remote environment. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. GET MORE IDEAS LIKE THIS.

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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.

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Myra Golden

JUNE 24, 2019

I even filmed a short YouTube video offering these four secrets that you can use to train your employees. Show this video to your employees to help them make chat interactions more personal. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

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Myra Golden

SEPTEMBER 24, 2018

In my customer service workshops, I teach your employees how not to make assumptions, and I explain this concept in an unforgettable way. I show this short video called “The Cookie Thief.”. If your people struggle at all with making assumptions, use the Cookie Thief video as a teaching tool. And it’s easy using this short video.

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Video How To Tips Customer Experience 68

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! Flexible output. compliant file.

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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.

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Lumoa

JUNE 9, 2020

Take as much work out of your customers’ hands to get where they need to go, and your experience and product will feel effortless and easy. 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.

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Myra Golden

JULY 9, 2017

Escalations are time-consuming and frustrating for everybody, even for customers. I know you don’t want your customers to escalate. Join me for my “How to De-escalate” on-demand video training, and your people will walk away knowing exactly how to pre-empt an escalation.

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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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Myra Golden

AUGUST 26, 2016

I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”. That cheesy video has gotten over 60,000 views. I cringe when I look at the quality of the video and my style in front of the camera. I look so different from back then, nearly 10 years ago. Try not to laugh too hard.

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Myra Golden

AUGUST 26, 2016

I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”. That cheesy video has gotten over 60,000 views. I cringe when I look at the quality of the video and my style in front of the camera. I look so different from back then, nearly 10 years ago. Try not to laugh too hard.

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Video Customer Service Training Tips Training 40

Myra Golden

AUGUST 8, 2018

Make sure the questions are closed-ended (answered in one word or series of numbers), relevant to helping the customer, and require the customer to use the left-brain. In this video, I discuss the Ask 3 Closed-Ended Questions Back to Back Technique. Share this video with your employees for a quick training on call control.

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Myra Golden

NOVEMBER 27, 2017

Our customers liked them too. In this 2-minute video, I show your employees how to close a call quickly and efficiently. Share this video with your team. In this article, I’ll share with you the steps, and the expressions, that my team used, and loved. Here’s what I taught my team. Bridge Into Questioning.

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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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Myra Golden

MARCH 15, 2018

Inform the customer, or …upsell. Once, when I was on hold with Fitbit about a problem with my fitness tracker, the agent said to me, “While we’re waiting, Myra, I’d like to give you some tips on how to care for your Flex band.” Dead air space is usually not an issue for you, but it’s uncomfortable for your customer.

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Myra Golden

MAY 2, 2018

Here’s a short video I created on the Your versus You’re mistake. This tip is from my Email Essentials Course, which is part of my customer service online training suite. “you’re” thing is a mistake a lot of people make, but getting it right just takes a few seconds to think about what we’re saying.

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Myra Golden

JUNE 5, 2018

Before I wrap things up in my office today and prepare for tomorrow’s early flight, I’m sharing with you three things you can do to pre-empt an escalation with a customer. I describe the Don’t Push idea in this short video. Use this video to teach your employees not to push. Give Any Bad News Directly.

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Myra Golden

MARCH 6, 2019

I played the video three times to take in Gayle’s unflappable countenance. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. She was as calm as the moon. ” This point right here is why R.

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Myra Golden

NOVEMBER 7, 2016

This morning I felt inspired to prepare a video so I could share 7 comebacks for those mean customers who have the audacity to cuss at employees. So, I have for you a 1-minute training video for your employees. This video reveals the top 7 responses from this bright group of customer service professionals.

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Sports Hotels Video Banking 45

Kustomer

APRIL 21, 2022

People they know, even if they like your product or service, any weakness in the all customer experience, it’s going to reduce chances of turning customers into brand ambassadors. Customer experience design starts with marketing and follows the customer journey through the whole thing.

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Myra Golden

MARCH 24, 2020

Here’s a video on precisely how to acknowledge concern you can use to reinforce this focus. But when customers hear statements like these, that is precisely the point when I hear things escalate. The customer escalates because the language created a barrier in their mind. ” “I can see your point on that.”.

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Myra Golden

AUGUST 31, 2016

Watch this short video of me discussing the JetBlue letter in detail. It’s important for you to acknowledge the customer’s situation and express empathy. 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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How To Airlines Customer Confidence Video 60

Qualtrics

JULY 16, 2021

Now, having technology in place to connect all employees, no matter where they are physically located, means always having the option to dial in via phone or video – even if an employee is working in the office. Read more: 8 tips for running effective meetings in a hybrid world of work . The doctor is in… your video call.

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Myra Golden

JANUARY 30, 2019

Since reading Amy Cuddy’s research in her book, Presence , I’ve been doing the Wonder Woman Pose minutes before every speech I give – each workshop, keynote, video shoot, and even webinars. 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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Myra Golden

NOVEMBER 15, 2016

I met with Aikido masters and I watched videos and movies that featured Aikido. All of our agents and Cassandra attended the 2-hour training that I called: Verbal Aikido: An assertive approach to taking control with demanding, irate and unreasonable customers. In this 2-minute video, I discuss Verbal Aikido.

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Grade.us

MAY 23, 2018

The #SmallThanks initiative makes it possible for Google-listed businesses to create social media images, videos, and other offline marketing materials featuring customer reviews. Just encouraging your customers to leave reviews overall to give the Small Thanks tool more material to work with.

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Marketing Social Media How To Tools 48

Myra Golden

AUGUST 31, 2016

Watch this short video of me discussing the JetBlue letter in detail. It’s important for you to acknowledge the customer’s situation and express empathy. 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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Airlines Examples Customer Confidence Video 56

Myra Golden

DECEMBER 19, 2016

One of the tips in the book was called Post-It Note Therapy. Here’s something else you can give your employees: Great training to position them to deliver the best possible customer experience. Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email.

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