“Wow” Works for Zappos, But It Won’t Work For You – Here’s Why

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A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Now, I love what Zappos has done. I have delivered many a keynote and webinar on the Zappos culture. Zappos is the best at the customer experience, bar none. So understand me when I say this: I respect Zappos. But the Zappos culture will not work for anybody but Zappos.

Continue reading ““Wow” Works for Zappos, But It Won’t Work For You – Here’s Why”

The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy

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Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern, and compassion.

Achieving empathy in the customer experience is a bit like walking a tightrope. Too much empathy can result in longer talk times and inappropriate sharing between customer service representatives and clients. Not enough understanding and reps can sound cold and uncaring.

You have to find the right balance in empathy. Or else you fall off the rope, and the customer experience is negatively impacted.

I asked my client how she saw appropriate empathy in her company. And here’s what she said.

Continue reading “The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy”

How to Handle Difficult Customers Using Verbal Aikido

Myra Golden Customer Service Training Highlight

Verbal Aikido: A non-aggressive, highly effective strategy for handling difficult customers

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Thanks to the Internet and social media, customers are more savvy now than ever before.  Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers.  In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

In this keynote Myra Golden reveals that extremely difficult customers are determined to force corporations—via the customer service professional—to give in to the consumer demands—reasonable or not.  This means the customer service professional must develop a response plan.

Myra, a former global head of customer care, teaches leaders how to achieve harmony with dissatisfied and difficult customers through the use of empathy, conversational aikido and a solid recovery strategy.

The outcome of this keynote is an audience that is prepared to develop a customer-recovery plan that empowers customer service professionals to understand how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation.

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“If your organization’s growth relies on improving the customer experience, you would benefit enormously from an engagement with Myra Golden. Her vast hands-on experience in a wide variety of service organizations differentiates herself from many other consultants we have worked with in the past. Our organization has utilized Myra’s online webinars with outstanding results as well. Very high value for your consulting dollar.

Beth Dockins

Former Director, Customer Service, Audit, Admin at The Scotts Miracle-Gro Co. 


Key Take-aways:

  • Learn exactly what it takes to restore customer confidence and regain goodwill after a service failure.
  • Examine the 6 steps for a customer recovery plan that empowers employees with excellent decision-making and judgment skills, resolves problems at the first encounter and restores customer trust.
  • Discover how your employees can communicate assertively, create calm and take control with difficult customers by using conversational aikido.
  • Explore ways to build stronger emotional connections with customers through Extreme Empathy
  • Execute your new customer recovery strategy faster by using a new fiercely focused project plan that gets all of your horses going in the same direction.

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“I am still receiving compliments on your polished and actionable presentation! You are a complete professional who can connect with your audience through warmth and deep knowledge. I hope to have you back again!”

Michelle Singer, President, American Marketing Association – Tulsa Chapter


Download a PDF brochure of this keynote description

Videos discussing key points from Myra’s Verbal Aikido training workshop 

This video is about the Aikido principle of “don’t push”

This video is about the Yielding technique, another Verbal Aikido principle Myra’s participants learn in the Verbal Aikido workshop

 

Myra Golden

Customer Experience Designer & Professional Speaker

Myra Golden Media
Phone: 918-398-9368
Fax: 832-218-8464
info@myragolden.com

Visit Myra’s Keynote Speaking & Customer Service Training website: www.MyraGolden.com

Connect with Myra on Twitter: @myragolden.

Here’s a Great Energizer for Telephone Techniques Training Classes

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In March I facilitated a 2-day Soft Skills training for more than a hundred people for a client in South Dakota. Do you know how hard one must work to keep 100 people fully engaged for 2 full days?

Hard. You have to work hard. And creatively. Of course, one must have endless energy too.

Fortunately I am anointed to engage audiences with boundless energy and stories. But it takes more than that. You have to engage audiences and keep them nearly spellbound. Or else you’ll lose them to their smart phones or thoughts.

I was going into the final inning of this 2-day training in South Dakota. Participants had just returned from lunch. If you’re a seasoned trainer, you know that the hardest part of training is right after lunch. That’s when you are at the greatest risk of losing your audience.

So, here’s what I did. Immediately after lunch I instructed my audience, already clustered in small groups of 8 at round tables, to think of a company. Any company. Small groups thought of all sorts of companies: Wal-Mart, Zappos, a taco restaurant, and pretty much any business you might imagine. Continue reading “Here’s a Great Energizer for Telephone Techniques Training Classes”

Be Welcoming to Your Customers So They Don’t Have to Talk About You On Yelp

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My family and I are enjoying a spring break get-away in Memphis. We came to visit the National Civil Rights Museum, the Slave Tavern and Beale Street. Yesterday my kids were in the mood for pizza and using my iPhone, I quickly found a cool-sounding pizza parlor online. The description said the parlor featured movies, books and famous pizza. We quickly pulled up the address on my husband’s iPhone and headed out for pizza. So quick in fact, that I didn’t take the time to read reviews, something I nearly always do.

We entered the pizza place in the middle of lunch time, yet no one was there. No customers, I mean. An employee emerged from the back and said, “Can I help Ya’ll?” Her body language was almost hostile. Her tone was defensive. I felt like we had accidentally barged in on a small family funeral. I said, “Are you open?” I felt I had to ask that because she came across like we were intruding and again, no customers were present. “Yeah, we’re open.” she said. Immediately, I wanted to leave because I didn’t like her attitude. We all felt so very unwelcome. In fact, I turned to my husband and suggested that we walk until we found something better. But my husband ushered us to a table. The lady that still stood near the kitchen didn’t walk us to a table. My husband did.

By now, I am uptight. Several minutes passed before the lady from the kitchen area came to our table. She said, “Would ya’ll want drinks or anything?” Seriously, would we want drinks or anything? I said, “Of course, we want drinks.” Yes, I had major attitude and my kids and husband feared I was about to embarrass them. “Well, what do ya’ll want?” Again, seriously?

The entire service experience was awful. I also noticed there were no books or movies as listed in the description. We paid $75 for below average food and shockingly bad service. As I sat there fuming, my husband began to read reviews on Yelp. The reviews were every bit as bad as the service we were experiencing. How could I have not read the reviews before choosing this place.

Two Lessons From My Experience

So, I have 2 lessons here. One, always read reviews on Yelp or a site you trust before choosing a restaurant you’re trying for the first time. Two, and this is really my point, be welcoming to customers.

Be Welcoming

First impressions set the tone for the customer’s experience. When you start out warm, friendly and welcoming, everything else will go very well, no matter what may happen later in the interaction. When your first impression is cold, defensive or in any way unwelcoming, everything will be perceived by your customer as negative, no matter how good things may truly be.

Starbucks employees are trained to “be welcoming” and that is why you are verbally greeted the moment you walk into a Starbucks store. QuickTrip, a super successful convenience store chain headquartered in Tulsa, greets every single customer upon entering the store. Every single customer gets a friendly and welcoming greeting when entering. Being welcoming means greeting customers immediately, putting a smile on your face, squarely facing customers and warmly welcoming customers into your place of business.

Being welcoming is not hard to do. It’s exactly what we all do when we open our front doors and welcome guests into our home. Be welcoming so that you get your customer experience off to the best possible start. Be welcoming so you don’t make your customers wish they hadn’t chosen you.

Now, I’m off to Yelp to post my review….

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.

 

Myra Golden Keynote slides from Atlanta Consumers’ Choice Awards

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Last night I had the privilege of being the keynote speaker at the Atlanta Consumers’ Choice Awards event. I met some amazing people who are responsible for driving the customer experience for such companies as Mercedes-Benz, Atlanta Special Events, and so many more.

This night was so great for me, because I love sitting with smart business owners who are passionate about achieving growth based solely on their customer experience strategy. I could have networked all night at this event! Well, I did actually.

For the benefit of my wonderful audience and for you, my blog readers, I am posting my slide deck from my keynote for the Atlanta Consumers’ Choice Awards. Enjoy. Learn. Share.

View or download my slide deck from CCA, November 14, 2013.