Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

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Customer Experience Customer Service Training Customers Customer Service 89

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. 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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ShepHyken

DECEMBER 5, 2018

If a customer is on a website and needs help, there should always be a human fallback. A bad customer experience design: The concept of CX design is a hot topic. Companies are assigning executive titles to the person in charge of “design.” This isn’t designing labels and packaging.

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Banking Advertising Customer Service Training Customer Experience Design 127

Myra Golden

OCTOBER 18, 2016

Making customers jump through hoops to get problems resolved ruins the customer experience. Here’s what my red bottom stilettos, now on a UPS truck back to New York, have to do with your customer experience: What good is it to have delightful employees, if customers have to work too hard to get help?

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Myra Golden

OCTOBER 18, 2016

Making customers jump through hoops to get problems resolved ruins the customer experience. Here’s what my red bottom stilettos, now on a UPS truck back to New York, have to do with your customer experience: What good is it to have delightful employees, if customers have to work too hard to get help?

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Customer Experience Telecommunications Call Center Metrics 61

Myra Golden

NOVEMBER 13, 2017

It’s part of a full 16-module customer service training. This video is about giving customers an experience that makes them feel good and maintains their esteem. I recorded this video last week for a client. As a special treat for you, I’m sharing one module from my client’s course.

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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. How Customer Experience is changing the healthcare industry by Steven Van Belleghem.

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Article 2020 Customer Service Healthcare 67

Myra Golden

APRIL 28, 2021

I’m a contact center supervisor who trains, yet I don’t have a training background. Here’s the advice I gave Sherry: Distance doesn’t have to be a barrier to quality customer service training. Encourage remote agents to designate/define a tidy and quiet workspace in their homes.

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Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker.

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Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker.

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Customer Service Training Workshop Magazine Social Media 40

Beyond Philosophy

MARCH 4, 2019

However, you’re asking them about an experience they had a week or two ago, or longer. As global Customer Experience consultants, the challenge for us has always been capturing authentic customer emotions. Micro Expressions Have Macro Changes in Store for Customer Experience.

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2005 Measurement Consulting Technology 102

Myra Golden

DECEMBER 17, 2015

There are 2 reasons why your agents are failing at the customer experience. They aren’t establishing rapport with customers. And, they aren’t in harmony with what your customers need and expect. Let’s take a look at the reasons agents fail at the customer experience, and explore what you can do about it. .

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Myra Golden

DECEMBER 9, 2016

If you like this, you might be interested in exploring other modules from my customer service online training portal: Customer Experience Over the Telephone – So your employees can make a great first impression over the phone and end calls on a positive note.

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Myra Golden

DECEMBER 9, 2016

If you like this, you might be interested in exploring other modules from my customer service online training portal: Customer Experience Over the Telephone – So your employees can make a great first impression over the phone and end calls on a positive note.

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Customer Service Customer Service Training Customer Confidence Customers 53

Myra Golden

JUNE 1, 2018

In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. Watch the short video, and use it in your own customer service training. Was This Helpful?

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Myra Golden

DECEMBER 13, 2017

Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud. How did 2017 go for you? The struggle is real.

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Myra Golden

JUNE 8, 2018

4 ways to politely bring the call to closure after you have met all of the customer’s needs. Take my Call Control Online training for free, and then share it with your employees. Learn more about my online customer service training.

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Myra Golden

MARCH 18, 2020

On LinkedIn Learning, I feature Delivering Bad News to Customers, De-escalation, Empathy Training for Customer Service Professionals, How to Create Rapport, and more. Full Library of Online Customer Service Training on Our Website.

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Myra Golden

AUGUST 26, 2016

Now you can give your representatives 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.

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2007 Customer Service Training Customers Customer Service 40

Myra Golden

AUGUST 26, 2016

Now you can give your representatives 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.

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2007 Customer Service Training Customers Customer Service 40

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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Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. The wrong words can cause dis-ease in customers, or leave customers thinking you don’t care. On one call a customer said, “Hi Paul! The lady at American used the right words.

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Myra Golden

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

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Myra Golden

MARCH 27, 2018

For Philadelphia Water, we designed a 14-module training to help Representatives navigate through complex calls. Customized courses include 10-14 modules. Get your fully customized online customer service training today for $3,500. View this course right here. Contact us now to get started.

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Contact Center Customer Service Training Customers Engagement 63

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

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Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

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Culture Hotels Contact Center Call Center 56

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 video I recorded on speaking in complete sentences. She did not use a “lead-in.”.

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Myra Golden

DECEMBER 19, 2017

But, sometimes, personalization can get in the way of serving the customer and moving things forward. Last week I delivered a customer service training session where part of our focus was moving employees out of an attitude of personalization to an emphasis on finding a win-win solutions for problems.

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Myra Golden

JUNE 2, 2016

Conversational Aikido emphasizes assertiveness, maintaining control and harmony – all directly applicable principles for politely getting the long-winded caller to the cut to the chase while delivering a great customer experience.

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Myra Golden

JUNE 2, 2016

Conversational Aikido emphasizes assertiveness, maintaining control and harmony – all directly applicable principles for politely getting the long-winded caller to the cut to the chase while delivering a great customer experience.

Contact Center 40

Contact Center Events 2016 Webinar 40

Myra Golden

NOVEMBER 27, 2017

Improve your overall customer experience by bridging to questioning, and by using please and thank you. When you do, your questioning will not come across as an interview, or an interrogation and your customers will feel better about the interaction. Be sure to use “please” and “thank you” when you ask questions.

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Myra Golden

NOVEMBER 1, 2016

No other training has the potential to help your employees be friendly. If you’re serious about mastering the most critical skill in customer service, friendliness , my online customer service training is for your team.

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Customer Service Call Center Customer Service Training Customers 61

Myra Golden

JANUARY 30, 2018

I have a module dedicated to demonstrating the Feel, Felt, Found method in my Empathy Online Course, which is part of my Customer Service eLearning suite. If you or your employees struggle a bit with how to make customers feel empathy , take a look at my Empathy and Customer Service Training.

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Myra Golden

NOVEMBER 1, 2016

No other training has the potential to help your employees be friendly. If you’re serious about mastering the most critical skill in customer service, friendliness , my online customer service training is for your team.

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Customer Service Call Center Customer Service Training Customers 56

Myra Golden

JULY 25, 2017

For more help with how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully customized, engaging, fun customer service training for your team. Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email.

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Workshop Customer Service Training Communication Customers 56

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. How about, “What is your daughter’s last name?” or “We have very flexible scheduling. Is there a day and time that is ideal for your family?”. She did not use a “lead-in.”.

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Myra Golden

JANUARY 1, 2019

When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. I’ve held discovery discussions, mystery shopped or listened to a random sample of calls between employees and customers, and I’ve prayed over the event. Prepare for Coaching Conversations.

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