This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in, step 1, gets calls started on a positive note. Steps 2-6 […]
Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect […]
Studies show the average business call lasts 2 minutes longer than it needs to. Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry.
Using the principles of harmony, assertiveness and leading from the martial art Aikido, Myra walks your employees through the steps to politely and confidently control conversations.
The outcome of this training is employees who possess the soft skills to make customers feel heard and understood, politely lead conversations and assertively bring calls to closure.
Here’s a 60-second introduction to the training. If you like what you see, use the link at the bottom of this page to go directly to the full course.
Imagine your next phone call is from an angry, irate customer who is frustrated (like all of us) about the pandemic and takes things out on you. Are you 100% confident you can handle it? […]
COVID-19: AT-HOME CUSTOMER SERVICE CLASSES (MYRAGOLDEN.COM & LINKEDIN LEARNING)
Positive positioning is delivering a message in a positive way, and in such a way that minimizes a negative reaction. Positive Positioning is easy to do when you focus on three things.
Some people use bait tactics to try to get what they want. They’ll say something just to get you to react. They’re trying to take your power so that they’re in control. A lot of […]
One of the tools I use to improve the customer experience with my clients immediately is Start, Stop, Continue. I gather a team together and ask them what we need to Start, Stop, and Continue […]