5 Mistakes Your Employees Cannot Make on the Phone

Bored Telephone Worker

I just finished reviewing calls for a client I’ll be working with in Chicago. Before all of my onsite customer service training workshops, I like to listen to a random sample of calls between employees and customers. This call review helps me to know exactly where to focus in my training.

In today’s call review I noted 5 communication mistakes customer service representatives tended to make repeatedly. These mistakes happened multiple times with the same employees, and I heard these errors being made by several different employees.

Here’s what I summed up on my legal pad after my call review.

  1. Employees often don’t speak in complete sentences. I’d hear things like, “Name?” “Zip code?” and “Serial number?”
  2. There was a lot of overtalking and interrupting. Employees would literally cut customers off mid-sentence or just over-talk them to make sure their point was made. That made me cringe.
  3. Dead-air space wasn’t handled well. While employees were busy looking through notes or trying to find something on the computer, they just let the customer hang on. I could hear keys clicking, gum smacking and occasional sighs, but there was almost no verbal communication during the dead-air space.
  4. The worst part of the calls for me was that there was no personal connection. Customers would often go right into their issue, and then the agent would say something like this: “What’s your serial number?” There was no acknowledgment of the customer’s frustration, no “I’m happy to help you with this,” They just went into probing.
  5. At times I felt like the customer was made to feel stupid. It was like the customer was asking “dumb” questions, though all of the questions seemed reasonable to me. Employees would come back harsh or condescending.

This customer service group is in urgent need of my “intervention, ” and in exactly 16 days they will get it. I can’t wait to land in Chicago and give these employees the human relations skills they need to talk to customers with care, concern, and friendliness.

When you enroll your employees in the online version of my “customer service intervention” training right now, imagine the benefits you’ll receive. Employees who struggle with apathy, rudeness or harshness will get the empathy training, telephone skills, and human relations skills they need and they will soften and deliver a better customer experience.

You can get these benefits and more – without having to buy my plane ticket, foot my hotel bill and pay my full-day training fee. If you’re ready to take your customer experience to the next level, check out my eLearning. Let’s get to work on this together.

 

 

2017 Customer Service Online Training Opportunity with Myra Golden

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.”  

Betty Doyle, Sr. Learning Designer, Customer Care, Walmart eCommerce

Watch this short overview video to learn more about Myra’s customer service eLearning

 Learn more or try for free.

Customer Service 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 “the gold standard and John Hancock saidThe 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!

 Learn more or try for free.

Affordable Customer Service E-Learning

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.”  

Betty Doyle, Sr. Learning Designer, Customer Care, Walmart eCommerce

Watch this short overview video to learn more about our customer service eLearning

 Learn more or try for free.

Customer Service 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!

 

 Learn more or try for free.

Recording an eLearning training for a client. Can I create a training for you?

I just wrapped up a module for a client’s eLearning project and I’m pretty excited about the project so far.

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Can your company benefit from our eLeaning solutions?

Our eLearning solutions feature:

  • Full webinar digital recording
  • Unlimited viewing within your organization with no expiration
  • Rights to download and save webinar video
  • Rights to incorporate webinar within your Learning Management System (LMS)

Once a month I go into my studio to record eLearning solutions for clients. Give me a call if I can create a custom training solution for your company.

Watch our short explainer video, because this online customer service training may be exactly what you are searching for! 🙂

https://videopress.com/embed/GymTDkyD?hd=0&autoPlay=0&permalink=0&loop=0

Learn more or sample a couple of modules

 

Here are 4 of the Video Clips I Show in My Empathy Workshops

I’m really excited about delivering my full day Empathy workshop to a fantastic client in Montreal on Monday. I have been preparing for this event for months, and I cannot wait to share my insights and enthusiasm with a group of 70 new hires.

For the benefit of my audience and as a perk for you, I am sharing the videos I’ll be featuring in the empathy training. I use videos to both teach a particular message and to add further engagement during the training.

During and after live customer service training workshops people always ask me for the links to my videos, so I’m being proactive and sharing them now. 🙂

 

“Put Yourself In Their Shoes”

This is a powerful video that truly gets participants to feel for another person. After this video, I divide participants into small groups, and they debrief the video by discussing 4 questions that I hand out. Powerful, powerful video learning experience.

 

 

Patients: “Afraid and Vulnerable” 

This video helps me to get employees to recognize the impact of their words, body language and attitude on customers – be they patients, guests, etc. After we watch this video, I facilitate a discussion on how vulnerable, afraid, or confused customers can be and how we can put them at ease by being patient, fully present, engaging, caring and compassionate. I really love this video as a training tool

 

Sympathy versus Empathy

I use this short video to clarify the difference between sympathy and empathy, and I emphasize that in customer service, we are focusing on empathy, not sympathy. This video always gets smiles and laughs, while quickly clarifying the difference between empathy and sympathy.

 

Brené Brown on Empathy

In this animated video, Dr. Brené Brown reminds us that we can only create a genuine empathic connection if we are brave enough to really get in touch with our own fragilities.

I hope you enjoy these videos and that you might even find a way to use them in your own training. Now, time for me to do a complete run-through of this training so I can be perfect for my client in Montreal. 🙂

Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

 

 

Special Video Training for Customer Service Representatives – How to talk to customers: Empathy and Tone

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections On Demand Webinar Training

This new video contains a step-by-step approach to speaking with customers with a friendly tone, empathy and concern.

Your people will lean the secrets for making personal emotional connection over the phone, personalizing email and chat, and how to convey empathy and concern.

How to Talk to Customers: Empathy, Tone and Making Personal Emotional 

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The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers.

Watch 15-minutes of How to Talk to Customers

In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers. $299.

Download How to Talk to Customers Now