Myra Golden

MARCH 15, 2018

If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. But for the customer, dead air space feels awkward. Once, when I was talking to a customer service representative, he used the downtime fantastically. Make small talk.

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Customer Service Customer Service Representative Customers Information 59

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

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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Management Leadership Events Customer Service Representative 78

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. When you deliver bad news, it’s natural for the customer to feel disappointed, frustrated, or upset.

Contact Center 52

Contact Center Customer Service Representative Interaction Management 52

Myra Golden

OCTOBER 26, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. To be clear, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

Magazine 88

Magazine Social Media Customer Service Representative Contact Center 88

Myra Golden

OCTOBER 26, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. To be clear, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

Magazine 88

Magazine Social Media Customer Service Representative Contact Center 88

Myra Golden

AUGUST 27, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. To be clear, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

Magazine 69

Magazine Social Media Customer Service Representative Contact Center 69

Myra Golden

AUGUST 27, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. To be clear, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

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. By providing clear guidance and keeping the conversation focused, you can move the caller toward the desired result, whether a sale, a resolution to a problem, or simply a satisfied customer.

Call Center 52

Call Center Customer Service Representative Healthcare Sales 52

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. QVC customers have 30 days to return or exchange any item. Full disclosure. And I’m not alone.

Customer Experience 45

Customer Experience 2014 Social Media Customer Service Representative 45

Myra Golden

JULY 15, 2018

I called it Top 6 Ways to Get An Angry Customer to Back Down. 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.

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Workshop Insurance Communication Customers 68

Myra Golden

APRIL 10, 2017

And I still needed to sit down with Jim to talk about issues with his recent tone with a customer. 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. The thing is, this day wasn’t unusual.

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Call Center Management Leadership Customer Service Representative 73

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. Not only that, but my agents were overwhelmed.

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. Not only that, but my agents were overwhelmed.

Call Center 76

Call Center Workshop Customers Insurance 76

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. Their customers can be difficult. When customers hear statements like these is exactly the point I am hearing escalation.

Workshop 45

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Grade.us

MAY 23, 2018

Customers are likely to spend 31% more on a business with “excellent” reviews. The #SmallThanks initiative makes it possible for Google-listed businesses to create social media images, videos, and other offline marketing materials featuring customer reviews. Offering a mediocre service isn’t going to get you many reviews.

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Marketing Social Media E Commerce Download 48