Telephone Customer Experience Improvement
Telephone Call Flow Strategy for Call Centers (with videos)
How to Handle Difficult Customers
Here’s What to Say to the Yelling or Cursing Customer
What to Say to the Customer Who Demands to Speak to a Supervisor
How to Write a Complaint Response Letter to a Consumer
The Ultimate Cheat Sheet On How to Write Complaint Response Letters to Customers
Video: Excellent problem response letter from American Airlines
How to Deliver Bad News to a Customer
How to Deliver Bad News to a Customer: The 4 Steps Doctors Use
Call Control
How to Get the Chatty-Cathy to Cut to the Chase
Control Calls with “Friendly” People Using the “Ask 3-Closed-ended Questions” Technique
Free Sample Module From Myra’s eLearning Series
How to Control Conversations with Customers (Call Control)
Interviewing and Hiring Customer Service Professionals
These Are the Interview Questions You Need to be Asking Customer Service Representatives
7 Great Ideas for Motivating Customer Service Employees {video}
Empathy
7 Phrases that Convey Empathy to Customers (with 1-minute video you can share with employees)
20 Damn Good Ways to Express Empathy
4 Videos Myra Shows In Her Empathy Workshops
Myra’s YouTube Videos
Short YouTube clips you can use to train your customer service employees
Myra’s Best Work Is On Her Blog and Through Her Newsletter
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