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.

Management 78

Management Leadership Events Customer Service Representative 78

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 Customers Information 59

Myra Golden

MARCH 29, 2016

Taking out my shoes in preparation for tomorrow’s keynote got me thinking about the QVC customer experience. Not only am I QVC customer, I’m a fan. I’m a fan of their fantastic and profitable customer experience. Many of the QVC hosts engage and interact with customers over social media. Full disclosure.

Customer Experience 45

Customer Experience 2014 Social Media Customer Service Representative 45

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?

Customer Service Representative 59

Customer Service Representative Blog Interaction Customer Service 59

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.

Contact Center 52

Contact Center Customer Service Representative Interaction Management 52

Myra Golden

OCTOBER 26, 2016

Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers. Meaning they will be more difficult.

Magazine 88

Magazine Social Media Customer Service Representative Contact Center 88

Myra Golden

OCTOBER 26, 2016

Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers. Meaning they will be more difficult.

Magazine 88

Magazine Social Media Customer Service Representative Contact Center 88

Myra Golden

AUGUST 27, 2016

Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers. Meaning they will be more difficult.

Magazine 69

Magazine Social Media Customer Service Representative Contact Center 69

Myra Golden

AUGUST 27, 2016

Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers. Meaning they will be more difficult.

Magazine 69

Magazine Social Media Customer Service Representative Contact Center 69

Myra Golden

APRIL 5, 2023

It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists. Signposting is the art of guiding the conversation using clear and concise language to let the caller know what to expect next.

Call Center 52

Call Center Customer Service Representative Healthcare Sales 52

Myra Golden

APRIL 10, 2017

The second meeting was a task force to look for ways to increase customer loyalty. George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting. Join me for my 60-minute webinar, How to Motivate Customer Service Employees.

Call Center 73

Call Center Management Leadership Customer Service Representative 73

Grade.us

MAY 23, 2018

Here are a few tips to make it happen: · Offer a great customer experience — In general, there are two kinds of people who feel compelled to leave an online review: Those who had a terrible customer experience, and those that had a great customer experience.

Marketing 48

Marketing Social Media E Commerce Download 48

Myra Golden

FEBRUARY 6, 2017

I blocked off yesterday afternoon to listen to a random sample of recorded phone calls between customer service representatives and customers (patients and providers) for my client. I’m preparing to deliver a full-day De-escalation workshop to this group in a couple of weeks.

Workshop 45

Workshop Webinar Customer Service Representative Events 45

Myra Golden

JULY 15, 2018

For some time I’ve wanted to update my Top 6 Ways to Get An Angry Customer to Back Down tactics. In a few days I’m heading to Montreal to help a new client, a team of Customer Service Representatives, get their demanding and unreasonable customers to back down.

Workshop 68

Workshop Insurance Communication Customers 68

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. I was on to something and I knew it.

Call Center 76

Call Center Workshop Customers Insurance 76

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. I was on to something and I knew it.

Call Center 76

Call Center Workshop Customers Insurance 76