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 […]
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.
Myra Golden’s Customer Service Video Library Control Calls with “Friendly” Customers 4 Things Customer Service Agents Can Do to Convey Empathy to Customers This is How to Move Calls to Closure How to Acknowledge Customer Concern- and […]
As a certified Master De-escalation Instructor, I have the expertise to guide you through the COVID-19 stressful encounters you’re sure to have with customers. Learn more or schedule time to talk to me about your […]
I was just on my YouTube channel reading comments. Andrea’s comment made me put down my cup of tea – “I am struggling. Sometimes I get cursed out five or six times back to back. […]
As some companies begin phasing back into office work, employees are worried. They fear to be in intense interactions with frustrated customers. They fear they won’t be able to diffuse anger and de-escalate. These are […]
Work-life balance is already a challenge for most of us. And now working remotely, brings another level of challenge, as we try to set boundaries between work and life, and create routines that keep us […]
My walking buddy told me about how a department lead kicked off a virtual staff meeting for her organization. He had a scavenger hunt. The manager posted a list of ten items on the team’s […]