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? […]
Customized Engaging Online & Onsite Customer Service Training
COVID-19: At-Home Customer Service Classes (MyraGolden.com & LinkedIn Learning)
COVID-19: AT-HOME CUSTOMER SERVICE CLASSES (MYRAGOLDEN.COM & LINKEDIN LEARNING)
Positive Positioning Can Help You De-escalate Intense Interactions with Customers. Here’s how.
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.
5 Comebacks for the Customer Who Tries to Intimidate You
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 […]
Fully Utilize Start, Stop, Continue to Improve Your Customer Experience
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 […]
How Most People Get It Wrong When Giving Customers Bad News
My husband and I were sitting at the big boardroom table at the closing office. We’d just sold our first home, and we were now closing on our new home. We thought we were in […]
Managers Are Usually to Blame for Escalations
Customers are shrewd and impatient. They’re not going to mess around with a customer service employee who feigns (or lacks) authority to resolve issues. Customers will put their “get me a manager” card on the table in a hair’s breadth. And managers get frustrated with this, but it’s your fault, managers. You teach customers to escalate by holding all the power in your headsets.
