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

 

Call Control

How to Get the Chatty-Cathy to Cut to the Chase

 

How to Deliver Bad News to a Customer

How to Deliver Bad News to a Customer: The 3 Steps Doctors Use

 

Free Sample Module From Myra’s eLearning Series

How to Rock Your Customer Service Job! 5 Traits of the Best Customer Service Professionals

 

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}

Watch this short video

 

Empathy

7 Phrases that Convey Empathy to Customers (with 1-minute video you can share with employees)

 

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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