Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite. Thanks so much for calling us today. Not at all.

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Customer Service Call Center Customer Service Training Customers 56

Myra Golden

DECEMBER 17, 2015

You know your customer service is not where it needs to be. You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. They aren’t establishing rapport with customers. And this is a big one.

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Call Center Customer Experience Contact Center Download 40

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.

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Myra Golden

SEPTEMBER 17, 2020

We have to give customers a lot of bad news these days. ” “We’ve temporarily closed a number of our call centers for the safety of our employees. As a result, we are no longer supporting customers over chat.” “No, we can’t cover your machine that is 12 years past warranty.”

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Workshop Call Center Measurement Customers 116

Myra Golden

JUNE 25, 2018

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers.

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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.

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Customer Service Webinar Events Customers 84

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service.

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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 Customer Service Training Customer Confidence Customers 53

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 Customer Service Training Customer Confidence Customers 53

Myra Golden

APRIL 5, 2023

It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists. Mastering the art of signposting can help you control the call, build rapport with the caller, and ultimately achieve your desired outcome. .”

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Myra Golden

JANUARY 10, 2017

Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more Myra’s customer service eLearning. .” . Betty Doyle, Sr. Learn more or try for free.

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Michelli Experience

MARCH 25, 2016

If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service? When people call support centers, it’s because they need certain information. So why not publish a video that addresses their needs?

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Entertainment Customer Service Social Media Healthcare 45

Myra Golden

JANUARY 10, 2017

Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more about Myra’s customer service eLearning. .” . Betty Doyle, Sr. Learn more or try for free.

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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. This video is from our Customer Service eLearning package.

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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.

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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.

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Customer Service Customer Service Representative Connections Customers 63

Myra Golden

DECEMBER 19, 2016

When I managed a small call center in Tulsa, I was always looking for creative ways to motivate my employees. One of the tips in the book was called Post-It Note Therapy. The next morning I had an out of office meeting and I didn’t make it into the call center until early in the afternoon. The concept was simple.

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Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. Interestingly, call volume was not up.

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Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. Interestingly, call volume was not up.

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Call Center Workshop Customers Insurance 76

Myra Golden

JANUARY 15, 2019

Sadly though, the customer service was inattentive and downright careless, and I won’t be going back. I told a friend about my poor dining experience, and he said, “Bad table-waiting is just as bad as trying to listen to great music on broken speakers. Our call center set was so cool.

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Call Center Workshop Contact Center Customer Service 45

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. Open with a lead-in.

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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.

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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. Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back.

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Myra Golden

OCTOBER 18, 2016

Well, they do, but more than that, what your customers really want is their problems solved. Make sure you’re focusing on what matters to your customers. Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer. Fix what frustrates your customers .

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Myra Golden

OCTOBER 18, 2016

Well, they do, but more than that, what your customers really want is their problems solved. Make sure you’re focusing on what matters to your customers. Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer. Fix what frustrates your customers .

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Customer Experience Telecommunications Call Center Metrics 61

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. Smile, make eye contact, and greet customers – both internal and external. Employee: “Thank you for calling ABC Company; this is Daniel.”

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Call Center Customers Customer Service Customer Experience 52

Myra Golden

APRIL 2, 2020

I managed a global call center during the Y2K fear, and my company spent a full twelve months contingency planning for everything that could potentially fail when the calendar flipped over to the new millennium. It’s fantastic that we can all support customers remotely. In 1999 everybody was worried about Y2K. Will cars start?

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E-support Call Center Webinar Interaction 59

Myra Golden

JULY 12, 2019

Basically, to calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and “feels” like so that every “evaluator” is rating the calls/contacts the same way. It helped protect supervisors against being accused of favoritism.

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Michelli Experience

NOVEMBER 14, 2017

That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. As I worked with Garbanzo’s first CEO Alon Mor and his team in the early days of their brand development, the focus was not on the product handoff but the arrival experience.

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Brands Hotels Magazine Leadership 45

Myra Golden

SEPTEMBER 13, 2016

Instead of trying to clone Zappos, I asked to listen to a random sample of calls from this call center. Here’s what I summed up on my legal pad after my call review. At times I felt like the customer was made to feel stupid. It was like the customer was asking dumb questions. It will never work.”.

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Culture Hotels Contact Center Call Center 56

Myra Golden

SEPTEMBER 13, 2016

Instead of trying to clone Zappos, I asked to listen to a random sample of calls from this call center. Here’s what I summed up on my legal pad after my call review. At times I felt like the customer was made to feel stupid. It was like the customer was asking dumb questions. It will never work.”.

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Culture Hotels Contact Center Call Center 56

Myra Golden

JANUARY 23, 2017

Basically, to calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and “feels” like so that every “evaluator” is rating the calls/contacts the same way. It helped protect supervisors against being accused of favoritism. The choice is yours.

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Webinar Contact Center Call Center Events 55

Myra Golden

JANUARY 23, 2017

Basically, to calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and “feels” like so that every “evaluator” is rating the calls/contacts the same way. It helped protect supervisors against being accused of favoritism. The choice is yours.

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Webinar Contact Center Call Center Events 55

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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Article 2018 Customer Experience Social Media 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 Customer Service Contact Center Customers 97

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

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Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

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Customer Service Training Workshop Magazine Social Media 40