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.

Customer Service 63

Customer Service Customer Service Representative Connections Customers 63

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.

Customer Service 63

Customer Service Customer Service Representative Connections Customers 63

Myra Golden

APRIL 6, 2023

Conclusion Breaking bad news in chat is never easy, but it’s an inevitable part of the job for customer service representatives. By following the best practices outlined in this guide, you can deliver bad news in a way that shows empathy, builds trust, and leaves your customers feeling heard and understood.

Contact Center 52

Contact Center Customer Service Representative Interaction Management 52

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

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.

Customer Service 59

Customer Service Customer Service Representative Customers Information 59

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.

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.

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.

Magazine 69

Magazine Social Media Customer Service Representative Contact Center 69

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

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.

Magazine 69

Magazine Social Media Customer Service Representative Contact Center 69

Grade.us

MAY 23, 2018

Offering a mediocre service isn’t going to get you many reviews. So make sure your products, customer service representatives and overall service do a great job to encourage reviews.

Marketing 48

Marketing Social Media E Commerce Download 48

Myra Golden

MARCH 29, 2016

When a company can effectively introduce emotion into the customer experience, they have mastered the customer experience. I recently chatted with a QVC Customer Service Representative about the status of a product return.

Customer Experience 45

Customer Experience 2014 Social Media Customer Service Representative 45

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. I needed to be there, yes, but my budget meeting took priority.

Call Center 73

Call Center Management Leadership Customer Service Representative 73

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

Studies show that less than 10% of companies have trained customer service employees on how to handle difficult customers. Clearly, our customer service representatives didn’t have proper training on how to handle angry, demanding and unreasonable customers.

Call Center 76

Call Center Workshop Customers Insurance 76

Myra Golden

NOVEMBER 15, 2016

Studies show that less than 10% of companies have trained customer service employees on how to handle difficult customers. Clearly, our customer service representatives didn’t have proper training on how to handle angry, demanding and unreasonable customers.

Call Center 76

Call Center Workshop Customers Insurance 76