When You’re Responding to a Complaint Over Chat, Text or Social Media, Your Reply Must Do These 3 Things

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Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill.

You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media.

1. Acknowledge Concern

Continue reading “When You’re Responding to a Complaint Over Chat, Text or Social Media, Your Reply Must Do These 3 Things”

Make Sure You Don’t Push Your Customers, Because They’ll Push Back

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When people feel pushed into a corner, they push back. If a customer senses you are defensive, rude, or unhelpful, it is natural for them to push back. They push back with their words, tone, or by asking to talk to a supervisor.

In a live De-escalation workshop recently, I had my audience divide up into pairs. And I had them identify as partner “A” or partner “B.”

Then I said,“Partner A, hold the palm of your hand up. And then I want you to place your palm next to Partner B’s palm.”

I then told Partner A to press against the palm of person B. After a couple of seconds, I asked, “How many of you who had the role of Partner B pushed against the palm of person A?”

About 75% of the hands when up. Which was interesting. I didn’t tell Partner B to press or push. I told Partner A, to press, but I gave no instructions of pressing or pushing to partner B.

So, I asked those with their hands up, “Why did you push against the palm of the other person?” They said things like, “They were pushing, so I pushed back.”

Pushing back, when someone pushes against you is what most of us do, including your customers.

When people feel pushed into a corner, they push back. If a customer senses you are defensive, rude, or unhelpful, it is natural for them to push back. They push back with their words, tone, or by asking to talk to a supervisor.

Minimize escalation in aggression or an escalation to a supervisor by not allowing yourself to push because pushing will almost always result in your customer pushing back.

I describe the Don’t Push idea in this short video. Use this video to teach your employees not to push.

We tend to push in these ways:

Continue reading “Make Sure You Don’t Push Your Customers, Because They’ll Push Back”

20 Things to Say to Regain Control with Challenging Customers (Free Packet)

How to Respond to the Yelling or Cursing Customer – Plus More Diplomatic Phrases to Help You Regain Control in 9 Common Situations with Difficult Customers

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Get your packet now and share with your employees.

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This Is What You Say When a Customer Cusses At You

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I cuss. A lot. But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. Some people cuss, and yell and make threats when they are angry about customer service. This is not okay.

You have to draw the line on unacceptable behavior with customers, just as I hope you do in your interpersonal relationships when people disrespect you. You get the behavior you tolerate. So, don’t tolerate profane language.

Diplomatic comebacks to cussing set you up as professional and assertive, and they help you get the respect you deserve.

Here are seven comebacks for the customer who cusses at you. These responses are professional and will get the job done. Continue reading “This Is What You Say When a Customer Cusses At You”

3 Fantastic Things About Our Online Customer Service Training

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning.

We show our three best features in this short video.

1. Custom website and branding.

When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo.

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2. Our training is interactive.

John Hancock said,

“The thing that struck me about Myra Golden’s eLearning modules was how engaging they were.  You are asked to actively participate in each module, and there are action items you take away. Our participants comment about how the time flies when they are taking them – another indication of their engagement!”  Kristin Augusta | Sr. Operations Manager, Shared Services Training & Development, John Hancock 

3. Reporting is super easy.

With just one click you can pull up progress reports, so you know when your employees have logged in, if they completed the training, and how they are progressing through the courses.

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Take a look around, read some reviews and sample some modules.

Three Steps to Being Confident and Prepared When Talking to Employees About a Problem

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This is you. Confident and Prepared.

So, my 14-year son old got contact lenses for the first time last week. He’s struggling to get the contacts in. Every morning Warren comes downstairs to my bathroom so I can help him with his technique.

More than once he’s said, “I freakin’ hate contacts!” He even asked me to hold his upper eyelid up and steady for him. I explained, “I could hold your eyelid for you, but that won’t help you. You have to be able to do this yourself.”

Watching him struggle has been difficult. So, last night I had the idea to coach my son using the same three-step method I tell my clients to use when they have to help an employee through a problem or to give someone constructive feedback. This technique is what I call Know, Feel, Do.

What is it I want Warren to Know about contact insertion? How do I want him to Feel? And, what do I want him to Do?

Know. I want my son to Know that it takes time to get a technique down and to feel comfortable, this is normal for all new contact lens wearers. I want my son to know what approach works for me.

Feel. I want my son to feel grateful that he doesn’t have to wear glasses, thankful that I was willing to pay $418 out of pocket for a year supply of daily lenses. I want my son to feel that he can do this!

Do. I want my son to stop the negative self-talk, be patient, listen to my instruction and to be able to insert his contacts by this time next week and to be able to do it quickly.

God is good! Using my focused and positive Know, Feel, Do, this morning Warren got his contacts in in less than 10 minutes. Yesterday it took around 30 minutes, so this is a big deal.

You can use Know, Feel, Do to coach employees on a process, attitude problem or any performance issue. Here’s precisely how to apply Know, Feel, Do to your talks with employees.

Continue reading “Three Steps to Being Confident and Prepared When Talking to Employees About a Problem”