ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

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Metrics Customer Service Workshop Measurement 150

Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. I was sitting in my office listening to recorded calls from one of my clients, as I often do ahead of a customer experience workshop. I’m fine.”. How are you?”

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Workshop Airlines Customer Service Training Customers 86

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. In my training I tell people all you have to do for the lead-in is: Use a personal pronoun. How about, “What is your daughter’s last name?” or “We have very flexible scheduling.

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Customer Service Training Workshop Connections Customer Service 45

Myra Golden

MARCH 17, 2017

When you do, you’ll be remembered for perfectly handling one of the most embarrassing customer interactions. For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team.

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Banking Travel Hotels Workshop 58

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. In my training I tell people all you have to do for the lead-in is: Use a personal pronoun.

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Customer Service Training Workshop Customer Service Customer Experience 45

Myra Golden

MAY 1, 2018

I’ll spend this afternoon, and much of this week developing a fully customized training class for this company. In two months, I’ll fly out to Montreal to facilitate the workshop. When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?”

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Interaction Workshop Customers Brands 49

Myra Golden

NOVEMBER 15, 2018

One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this.

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Workshop Customer Service Training Communication Brands 58