I was trying to check in for my American Airlines flight on my phone. I was able to get one boarding pass, but not the other. After several failed attempts, I called American and explained my problem. I was transferred quickly, and the person I ended up with looked into my itinerary and then she said:
“Ms. Golden, this is a system error. You’re checked in all the way through to Tulsa. I don’t want you to worry at all. Your flight is confirmed, and you’re checked in. You have a few options for getting your boarding pass (she gave me three easy options), but I want you to know it’s all good. You’re confirmed and checked in.”
“I don’t want you to worry at all” was precisely the right thing to say to me. The employee zeroed in on my concern that my flight wasn’t confirmed, and she entirely used the right words to acknowledge my fear and to put me at ease. By recognizing my concern, she made me feel like she understood me. This feeling of understanding gave me a sense of rapport with her.
In my all-new Telephone Skills e-learning course, I teach your employees how to put customers at ease and build rapport over the phone by acknowledging their customer’s concern, just like the lady at American did for me.
Share 4-minutes of my Telephone Skills eLearning with your employees using my video, “How to Acknowledge Customer Concern,” and then sign your team up for the full training suite.
Telephone Skills eLearning to Help Your Employees Speak with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Progress Reports, Quizzes and SCORM option.
Walmart called Myra’s eLearning “the gold standard” and John Hancock said, “The first thing that struck us was how engaging each module was….you are asked to actively participate in each module, and there are action items you take away.”
Myra has gathered up all of the best training content and activities from her live, full-day customer service workshops…the ones she delivers to companies like Coca-Cola, McDonald’s, Frito-Lay and Vera Bradley – and neatly packaged it in a comprehensive, affordable and extremely effective new customer service eLearning package that’s a fraction of the cost of classroom training.
This eLearning is super easy! Choose an Administrator at your company, and that person can add users to your account, assign courses and run progress reports with a couple clicks of the mouse!
A few weeks ago I was in an Italian restaurant in Lower Manhattan with colleagues. When it was my time to order, I said, “I’ll have the Gnocchi.” Only, I mispronounced it.
The server said to me, “You mean ‘N-Yo-Key.'”
I did mispronounce Gnocchi, boy, do I know that now! But the correction singled me out in front of others, and I felt a little dumb.
Don’t make your customers feel this way – ever. If they mispronounce something, you have two choices: Ignore it and move on, or, discretely and tactfully correct them. You never want to cause negative feelings with your customer.
So, the Gnocchi incident inspired me to a create quick video training that I call “Make Customers Feel Smart and Good.” That’s the opposite of what I felt that day in Manhattan. Share it with your team to prepare them to make customers feel smart and competent, even when customers make mistakes, mispronounce words or say dumb things.
This video is about giving customers an experience that makes them feel good and maintains their esteem. Viewers learn 3 Keys for a Friendly Customer Experience: Never Correct a Customer, Pacing a Customer’s Sense of Urgency and Acknowledging Concern.
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Before I talk to you about storyboarding, let me tell you about the time I got a job after I complained about poor service.
I was 17, and my mom and I were ready to check out at JCPenney. We couldn’t find a person anywhere in the juniors department. We walked through departments and finally found someone in the boy’s department.
That someone was a middle-aged man in a suit. With the boldness of a brash teenager, I said, “What do you have to do to get service around here? We’ve been trying to spend our money, but no one’s around to take it.”
My mother gasped. The man said he’d get someone to help us and then he dialed a number on a black phone at the desk in the boy’s department. While we waited for that person to show up, I told him how long we’d waited and said,
“This isn’t acceptable. Your people should be here, ready to serve.”
“Do you think you could do better?” he asked.
“Yes, I do.”
“Then, you’re hired.”
“You’re hired. I’m Mr. ____(I don’t remember his last name now). I’m the store manager. You’re hired. I’ll get someone from Human Resources to process the paperwork. When can you start?”
Continue reading “How Storyboarding Can Help You Spot and Correct Problems”
When I hear an excellent, and genuine, expression of empathy from a company, I make a note of it. I’ll tell Siri to capture what I heard, or I’ll just type it out. I catalog ridiculously good empathy statements so that I can share them when I’m helping my clients with compassion.
In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy expressions I’ve heard (and felt) to inspire them to come up with their own empathic responses. Let’s make believe you’re with me now, in a training session. I share with you 20 of the best empathic expressions I’ve heard. Here they are: Continue reading “20 Damn Good Ways to Express Empathy to a Customer”
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.
Continue reading “Here’s a Training Activity for Empathy In Customer Service”