Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

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Customer Service Training Customer Service Contact Center Customers 97

Myra Golden

JUNE 29, 2021

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!! After the year we’ve had, I’m so ready to celebrate with you, to celebrate with you!

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2021 Customer Service Customers Customer Experience Design 105

Myra Golden

SEPTEMBER 17, 2021

Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!

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Customer Service Download Events Innovation 116

transcosmos Information Systems

FEBRUARY 20, 2017

Customer service is the support you offer your customers before, during, and after purchasing your product. It’s what can make—or break—their experience with your business. The Groove HQ blog is a goldmine for customer service reads that are useful and engaging. Customer Experience Matters.

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Blog Customer Service E Commerce E-support 98

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. What advice can you give me? Engage with video.

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Myra Golden

SEPTEMBER 23, 2020

Up your customer service game! Show your boss you’re proactive. Eight classes FREE through March 2021. Opportunity.LinkedInLearning.com.

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Customer Service 2021 Customers Customer Experience Design 111

Myra Golden

APRIL 23, 2020

If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Empathy for Customer Service Professionals. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport.

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Customer Service Retail Interaction Customers 101

ShepHyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. For instance, QR codes can effectively be implemented in customer service. In this blog post, we will look at some of the most creative ways companies employ QR codes to help customers and provide a matchless customer experience.

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Customer Service Hotels Social Media Hospitality 66

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. Expertise, empathy, and speed are the top three most important customer service qualities.

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Article 2020 Customer Service Healthcare 66

Myra Golden

OCTOBER 7, 2021

Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Here’s the replay from today’s session – again, dedicated to customer service leaders.

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Customer Service Customers Customer Experience Design Customer Experience 52

Myra Golden

OCTOBER 4, 2021

Happy Customer Service Week! I kicked things off over at the official National Customer Service Week online event this morning. Celebrate the heart of service with us tomorrow for Day 2. . I talked about how employee appreciation leads to happiness, and happiness gives you so many benefits.

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Customer Service Events Customers Customer Experience Design 52

Myra Golden

APRIL 3, 2020

Book Your Virtual Customer Service Workshop Now! Once we agree on your training content, we set a date for live virtual training that includes breakout rooms, online hand-raising, polling questions, and PDF workbooks. Plus, we record the training and hand it over to you to use as you wish.

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Myra Golden

OCTOBER 5, 2021

I hope to see you tomorrow at the official Customer Service Week celebration. . I revealed the number one training request I get directly from frontline employees, and I take you inside my digital classroom for a high-impact workshop. If you missed us live this morning, no worries, I have the video below.

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Customer Service Workshop Customers Customer Experience Design 52

Myra Golden

OCTOBER 7, 2021

My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .

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Customer Service Customers Customer Experience Design Customer Experience 105

Myra Golden

FEBRUARY 14, 2022

” My De-escalation Academy for Customer Service will help you bring down the temperature with those mean customers. I’ll show you how to transfer customers out of the emotional right-brain and guide them to the next steps inside the Academy.

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Customer Service Article Customers Management 75

Myra Golden

APRIL 20, 2020

I read that the average customer service call lasts 2 minutes longer than it needs to. Often, we don’t know how to get an angry customer to back down, or we struggle to move a customer from venting to a solution. Or we don’t want to be rude when trying to wrap things up with a friendly, talkative customer.

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Customer Service Customers Customer Experience Design Customer Experience 76

Myra Golden

JUNE 9, 2021

Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers. GET MORE IDEAS LIKE THIS.

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Customer Service Customers Customer Experience Customer Experience Design 105

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

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Definition Net Promoter Score Customer Experience B2C 167

Myra Golden

OCTOBER 5, 2020

I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers.

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Customer Service Representative Customer Service Customers Interaction 59

Stella Connect

APRIL 17, 2018

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

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Customer Service Training Customer Service Contact Center Customers 62

Myra Golden

MARCH 18, 2020

If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions. YouTube Short Customer Service Videos.

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Customer Service Customer Service Training Customers Interaction 59

BlueOcean

MARCH 13, 2023

The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. Can AI Handle Complex Customer Care? So let’s get into it.

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Contact Center Customer Experience Average Handle Time Customer Care 156

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

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Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Myra Golden

JULY 1, 2020

Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that can be learned online.

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Customer Service 2020 Interaction Customers 105

CSM Magazine

FEBRUARY 20, 2018

Here are five ways AI harnesses the power to revolutionize the customer experience: Delivers proactive customer experiences. As organizations accumulate more data on customers, predictive accuracy will increase and deliver proactive customer service that anticipates and acts prior to an issue arising.

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Myra Golden

APRIL 8, 2020

Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Read outlines and sample now.

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Customer Service Training Customer Service Customers Interaction 52

Myra Golden

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. It Worked on My Husband!)

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Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. The way to leverage this is to understand that intentional, proactive and positive customer experience design leads to real results for your organization AND your customers. Cost of service.

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Customer Experience Net Promoter Score Culture ROI 261

Myra Golden

JUNE 25, 2018

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers.

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Customer Service Customers Communication Interaction 94

Myra Golden

NOVEMBER 6, 2020

I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Besides the usual increase in web traffic, call volume, and longer business hours, customer service and support reps will need to be ready for the pandemic’s impact on the customer experience.

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Customer Service Management 2020 Consumers 45

Myra Golden

APRIL 13, 2017

Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. Join me for my 60-minute webinar, How to Motivate Customer Service Employees. It’s loaded with practical ideas to resist burnout and fire-up customer service employees.

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BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

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CX Journey

NOVEMBER 24, 2015

Think about the last time you called a company's customer service number. I know how painful it can be to call customer service. The following outlines four things that companies need to remember as they design the customer service experience. Did your personalities mesh or clash?

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Customer Service Call Center 2015 Customers 42

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.

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Customer Service Training Customer Service Contact Center Customers 40

Myra Golden

APRIL 17, 2017

Don’t allow customer service employees to spend more than 80% of their time on the phones. Maybe you train employees to handle social media inquiries and that way they can still do customer service work, just away from the phones. I created a task force of 4 customer service agents.

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Myra Golden

JULY 15, 2021

Download the empathy statements PDF and practice your first five empathy responses to customers. Grab your empathy sheet!

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Myra Golden

NOVEMBER 30, 2018

This week has been dedicated to customized customer service eLearning for some of my favorite clients. Read on to see how we create custom video training. Well, all of my clients are my “favorite.” ” People often ask me how we put together our tailored online training for clients.

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