Customer Service eLearning Course Descriptions


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Customer Experience Over the Telephone

Training length: 38 minutes, 13 seconds

This training is about how to consistently deliver friendly and personable interactions over the telephone. Myra introduces 4 elements of the perfect call opening, walks your people through the best way to place customers on hold and she demonstrates how to end calls on a positive note.

The outcome of this course is customer service professionals who are prepared to establish rapport with callers within the first few seconds of the call, handle the body of the phone call with poise and end calls on a friendly note.

Key Takeaways:

  • 3 key elements of the perfect call opening – an opening that sets the tone for a friendly interaction
  • Acknowledge concern to express empathy when callers are frustrated
  • Why you shouldn’t ask probing questions before using a “lead-in.”
  • Unlike a text message, it is not professional to speak in fragments or one-word sentences (i.e., “Name?,” “Zip code?”) – Myra explains why speaking in complete sentences instantly makes you sound friendlier
  • How to place callers on hold in the friendliest way possible
  • Why you should never tell a customer they are wrong – even when they are wrong
  • The reason you must yield to callers so that you never over talk or interrupt
  • How to graciously bridge into questions
  • How to make your customers feel smart and good – even when they ask questions you might think are “dumb.”
  • A 3-step way to give your customers a fond farewell so that you end the call on positive note
  • Knowledge checks throughout the training and Myra’s “Start, Stop and Continue” goal-setting activity at the conclusion
  • Pairs perfectly with our Call Control and De-escalation courses (below and included in all eLearning packages)

 

Reactions from participants in Myra’s live customer service training:

“I have attended many customer service trainings and I have worked in customer relations for many years. Today I learned more in a few hours than I ever could have imagined! And the way Myra presented the information was wonderful.” 

Caitlin Singer, Team Lead, Aveda Corporation

 

“I was very pleased with Myra’s presentation, but even more so, I was left with a sense of new energy and desire to put her recommendations to use. I can’t wait for Monday.” 

Tim O’Laughlin, The Coca-Cola Company

 

Empathy

Training length: 32 minutes, 9 seconds

I work for Amazon Customer Service and the other I had a conversation with one of the guys from the quality team. They told me that my calls were good and that I was able to solve the problems of customers, but the only thing is that I did not show was empathy (something that I never paid attention to). The perspective that you show in your videos is awesome, and I’ll try to implement that, in the long run, to help me improve myself. Your videos are awesome and I hope you continue with them!!!

Jorge Emilio Rodriguez

The biggest problem with the customer experience in most companies is how employees talk to customers. A lot of the time, employees come across as indifferent or uncaring. It’s not that employees don’t care, but there is a perception of a lack concern. This course fixes the empathy problem in customer interactions.

Key Takeaways:

  • 4 Keys to Conveying Empathy: Perspective-taking, Desire to Understand, Staying Out of Judgment, Communicating Understanding
  • Why Empathic Listening is the highest level of listening, and how to listen to your customers with empathy
  • How to acknowledge customer concern
  • Participants learn to use the “Feel, Felt, Found” method to convey genuine empathy
  • Knowledge checks throughout the training and Myra’s “Start, Stop and Continue” goal-setting activity at the conclusion

Reaction from a participant in Myra’s live customer service training:

“Not only was Myra focused and articulate in her presentation, but the personalized approach she takes to such difficult topics as anger as it relates to customer service will make me a more insightful Rep.” 

Michelle Paglione, Estee Lauder Companies

 

 

How to Handle Difficult Customers

Verbal Aikido: 5 Aikido principles to put customer service professionals in control when dealing with challenging customers

Training Length: 41 minutes, includes quiz

Thanks to the Internet and social media, customers are savvier 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 training Myra Golden reveals that tough 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 demanding customers through the use of conversational Aikido.

The outcome of this training is participants who are prepared to create calm, find resolutions that balance the interests of the customer and the company, how to reduce escalations, and how to create a positive conversation challenging customers.

Key Takeaways:

  • Get 5 powerful keys from the martial art Aikido to position you to communicate assertively, create calm and take control of difficult customers.
  • Learn why the issue isn’t the issue. The way the issue is handled becomes the real issue.
  • Understand the importance of acknowledging a customer’s anger as a tool to de-escalate.
  • How listening with the intent to understand a customer is a powerful tool for creating calm and getting the customer to stop talking and listen to you.

I have had the pleasure and the privilege of attending several seminars given by Myra Golden. I have come away from each one with valuable knowledge that has assisted me in my job and in my everyday life. I still quote her on many occasions and use her ideas with great success. She is knowledgeable, articulate and dynamic in her delivery. Her warmth and soft style have kept me glued to her every word. Start looking for her name on the seminars you are offered and sign up. You will not be sorry.”

Ligea Adsit, Former Supervisor, Customer Care, Thrifty Rent-A-Car System, Inc.

Call Control

Using conversational Aikido to politely and efficiently control calls

Training Length: 34 minutes, includes quiz

Studies show the average business call lasts 2 minutes longer than it needs to. Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry.

Using the principles of harmony, assertiveness and leading from the martial art Aikido, Myra walks your employees through the steps to politely and confidently control conversations.

The outcome of this training is employees who possess the soft skills to make customers feel heard and understood, politely lead conversations and assertively bring calls to closure.

Key Takeaways:

  • An introduction to the communication chain and why you must never leave the chain unlinked – because that makes customers talk more.
  • How acknowledging customer concern makes customers feel heard and understood – feelings that tend to remove the need for customers to ramble on.
  • Perfect statements to help employees gain control with aggressive customers.
  • How to use the “topic grab” approach to politely get a long-winded or storyteller to get to the point.
  • How asking 3-closed-ended questions back-to-back instantly puts you in control of ANY conversation.
  • 4 ways to politely bring the call to closure after you have met all of the customer’s needs.

How to De-escalate

An assertive approach to pre-empting an escalation in aggression 

33 minutes, includes a quiz

Creating calm with demanding customers is not a matter of using aggressive tactics. It’s also not about employees being a doormat, giving into customer demands or escalating to a supervisor. This training is about how to take assertive control, create calm and pre-empt escalations.

Key Takeaways:

  • The 3-step process politicians, police chiefs, and CEOs use to de-escalate a crisis situation and how you can use these same steps to de-escalate conversations with difficult customers.
  • Exactly what to say to the customer who demands to speak to a supervisor. This method is polite and efficient.
  • You cannot ignore a customer’s expression of anger – find out why.
  • The psychology of anger – Understand what is going on in the mind of your angry customer.
  • Three things angry people want – knowing these things is the most potent way to preempt an escalation.

The outcome of this training is employees walk away with specific techniques to create calm, take control of the call, defuse anger and move the call to closure.

“In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks. The particular course that was pivotal to these calls was your “How to De-escalate” section.”

Anna HoangCustomer Support Specialist I, Vertafore

Email Writing

3 Elements of a Great Email Customer Experience

Training length: 36 minutes, includes quiz

The outcome of this email writing training is employees who know exactly how to make emotional connections with customers through the use of tailoring, conveying empathy when appropriate and by strategically using personal pronouns.

Key Takeaways:

  • The 3 things you have to get right to have the best email customer experience
  • How to strategically use personal pronouns to instantly make your emails friendlier and more personable
  • Review actual email examples of near-perfect emails from great companies
  • A comprehensive takeaway grammar guide to help your people avoid embarrassing grammar gaffes
  • 4 ways to connect with customers over email
  • Why you should aim for short sentences in emails to customers
  • How to prevent the top 3 grammar mistakes that rob your company of credibility

How to Deliver Bad News to Customers

Training length: 17 minutes

After getting bad news from a surgeon about her father’s heart, Myra realized that while the news was devastating, she and her family walked out of the meeting with the doctor feeling a sense of clarity and acceptance. Myra began examining what the surgeon did to be able to deliver bad news so efficiently, and she started a 3-year study of how CEOs, politicians, and other professionals most efficiently give bad news.

The result of this module is an audience prepared to deliver bad news to customers with confidence, more ease, and without fearing a negative backlash from customers.

Key Takeaways:

  • The three ways most people get it wrong when delivering bad news to customers, so they won’t make these same mistakes that just lead to escalation and frustration
  • Knowing how (and why) to link the “communication chain,” so they can deliver bad news with finality when what the customer wants is merely impossible to do
  • An understanding of why bad news must be addressed explicitly and unequivocally because giving bad news clearly minimizes escalations to supervisors and this method keeps customers from coming back asking the same question phrased a different way

How to Rock Your Customer Service Job!

Training length: 15 minutes

Myra began thinking about and conceptualizing this training during a drive home from Arkansas where she had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Myra’s job with this company was to give new managers the skills and inspiration they needed to advance and move ahead. After the training, she thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” And 60 days later this course was born!

 

Key Takeaways: 5 Traits of the BEST Customer Service Professionals

  • Engage warmly
  • Listen with the intent to understand
  • Effectively handle questions
  • Resolve issues on the first contact
  • Proactively reduce customer effort

 

Sample Myra’s Customer Service eLearning Modules Right Now

 

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