Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

Myra Golden

JANUARY 30, 2018

What’s great about the Feel, Felt, Found Method, is, it gives you the perfect response when you can’t give the customer exactly what they want. It helps you to be more relatable, and to foster a sense of connection with customers. First, you let the customer know you can relate to how they feel.

Customer Service Training 69

Customer Service Training Connections Customer Service Customer Experience Design 69

Myra Golden

SEPTEMBER 1, 2016

In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in. Holding off on probing questions ensures you don’t just bluntly go into questioning without making a personal connection with your customer. How about, “What is your daughter’s last name?”

Customer Service Training 45

Customer Service Training Workshop Connections Customer Service 45

Myra Golden

MARCH 19, 2017

It sounds defensive and most certainly, it makes the customer more intent on speaking with a supervisor. Maybe try, “I can certainly connect you with a supervisor. If the customer insists on speaking to a supervisor, go ahead and transfer with a good attitude. Still, you don’t want to say this outright.

Workshop 86

Workshop Airlines Customer Service Training Customers 86

Myra Golden

SEPTEMBER 1, 2016

You can use this train your staff on speaking in complete sentences. In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in. Here’s a short training on how to use a “Lead-in” to make your calls friendlier.

Customer Service Training 45

Customer Service Training Workshop Customer Service Customer Experience 45

Myra Golden

SEPTEMBER 13, 2016

The worst part of the calls for me was that there was no personal connection. Customers would often go right into their issue and then the agent would say something like this: “What’s your claim number?” There was no acknowledgment of the customer’s frustration, no “I’m happy to help you with this,” They just went into probing.

Culture 56

Culture Hotels Contact Center Call Center 56

Myra Golden

SEPTEMBER 13, 2016

The worst part of the calls for me was that there was no personal connection. Customers would often go right into their issue and then the agent would say something like this: “What’s your claim number?” There was no acknowledgment of the customer’s frustration, no “I’m happy to help you with this,” They just went into probing.

Culture 56

Culture Hotels Contact Center Call Center 56

Myra Golden

JUNE 12, 2018

It’s undoubtedly efficient to ask customers questions in this manner. In this article, I’ll talk to you about instantly improving your ability to connect with customers and sound friendly by just speaking in complete sentences. However, it’s not the friendliest approach.

Article 71

Article Connections Customers Interaction 71

Myra Golden

AUGUST 25, 2016

They are not as connected. Customer Service Representatives must not be too up-close and personal with customers, yet being distant and aloof results in a poor customer experience. They must be like Aunt Sally: connected, warm, approachable, personable and friendly. She’s not inconsolable.

Customer Service 63

Customer Service Customer Service Representative Connections Customers 63

Myra Golden

AUGUST 25, 2016

They are not as connected. Customer Service Representatives must not be too up-close and personal with customers, yet being distant and aloof results in a poor customer experience. They must be like Aunt Sally: connected, warm, approachable, personable and friendly. She’s not inconsolable.

Customer Service 63

Customer Service Customer Service Representative Connections Customers 63

Myra Golden

MARCH 29, 2017

The art of connecting with customers…make emotional connections with your customers through acknowledgement, being fully present and by mirroring the customer. When you don’t feel empathetic, you sound insincere and indifferent.

Webinar 63

Webinar Customers Connections Presentation 63

Myra Golden

DECEMBER 17, 2015

Want Better Customer Service Over the Telephone? How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections. The biggest problem with the customer experience in most companies is how employees talk to customers. You’ve gotta read this outline! View outline/download.

Call Center 40

Call Center Customer Experience Contact Center Download 40

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132