How did 2017 go for you? Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Still trying to get your people to convey empathy? I know. The struggle is real.
The real question is: how will you gear up to make 2018 better?
Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud.
I try to make my training easy – for you, your employees, and even for me, by offering it online. I still do onsite training, of course, but online training saves time and money. And it keeps me off of planes.
There’s no sense stressing over 2017’s results. Let me help your workgroup thrive in 2018.
Imagine 2018…. Continue reading “Join My Telephone Skills Online Training. Now in progress.”
In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer’s place, Sense the Situation From the Customer’s Perspective, Discuss What’s Upsetting the Customer, and Coming Up with Ways to Fix the Problem
My daughter and I were in New York. We’d spent the day sight-seeing, and back at the hotel, my daughter’s iPhone showed all of her photos as blurry – not just the photos she’d taken that day, but every picture on her phone.
To my 17-year old daughter, a problem with photos and her phone camera is catastrophic. It would have been easy for me to dismiss this as, “There are bigger things in life for you to worry about.” And that was my real temptation. But I could see she was distraught over this.
Empathy is putting yourself in another person’s place. Sensing their situation, from their perspective. It’s also discussing the things that are upsetting to the person, maybe coming up with ideas to get them out of the situation they’re in.
So, instead of dismissing my daughter’s photo problem as no big deal (because to me, it wasn’t a big deal), I chose empathy. Continue reading “4 Things Customer Service Agents Can Do to Convey Empathy to Customers”
There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. One of the characteristics is communicate your understanding.
When your customer is upset, or frustrated, you could communicate your understanding this way: Continue reading “This is How You Communicate Empathy to Customers”
In a series of events, people remember the first thing, and the last thing, more than anything else. That’s why the way you open a call, and the way you end a call, is so meaningful.
Your call closing must do two things.
You need to share any next steps with your customer; and then, you need to end with a fond farewell. In this article, you’ll learn how to assertively bring calls to closure, and end with a fond farewell.
1. Start the call closure process by giving the customer any next steps.
Sharing next steps lets the customer know the call is almost over, and, this helps you to close the call quickly.
If you have next steps, just, share them. “Alright, Deon. I have processed your return. We’ll go ahead and ship the blue Nike Elite socks, and you should have those within 4-7 business days. You can check the status of your return by logging into our website.”
2. And, then you need to end with a fond farewell.
After you’ve shared any next steps, you move right into the final closure. End with the same energy and friendliness you had when you started the call. Nice farewells include: Continue reading “This is How to Move Calls to Closure”
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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