Every customer contact is a Moment of Truth that creates a Moment of Misery, a Moment of Mediocrity, or a Moment of WOW. In the Moment of Truth you can create customers for LIFE […]
Tag: Customer Service
Jack Nicholson’s famously hilarious chicken-salad-sandwich speech in Five Easy Pieces
I actually feature this clip in my full-day customer service workshops. It gets hilarious laughter for sure, but after the clip we discuss how the waitress could have handled this customer better. Watch the video, […]
Myra Golden’s 2010 Webinar Schedule Just Released
Myra Golden personally delivers live interactive supervisory webinars several times each year to help contact center leadership more effectively coach, motivate, train, and retain employees. She also features a special lineup of programs for […]
The BASELINE of Successful Customer Service: at⋅ti⋅tude
The baseline for friendly, personable customer service is attitude. The service experience is what YOU make it. Watch this video of Southwest Flight Attendant David Holmes as he takes ATTITUDE to unprecedented levels to leave […]
Do companies care more about advertising than customer service?
My friend David Sneider of http://thinklikethecustomer.com/ shared this video with me. Enjoy!
How to Get a Talkative Customer to Cut to the Chase
Research shows the average business call lasts two minutes longer than it needs to. The bitter truth is most of us spend far too much time on the phone with customers and co-workers in idle small talk or listening to the whiner, rambler, or storyteller.
So how do you politely end a call when you know it’s no longer productive? I’ll give you six of my favorite strategies for graciously bringing a long-winded caller back to focus.
One. Apprise of a time limit early
This doesn’t mean you state that you only have a couple of minutes. It’s the reverse of that, and it works like this: “I don’t want to take up too much of your time.” Or “I’ve taken up enough of your time” (even when they’ve called you.) “I’m sure you’re busy, so I’ll make this quick.” “One final thing I need to cover...”
Statements like these setup time parameters for you and help you end the call quickly and politely.
Two. Interject with a question when the caller pauses
This is something you’ll do with the long-winded caller, the rambler, and the storyteller. As they are going on and on, wait for a pause and interject: with a statement like…
- “The first thing we need to do is…”
- “The reason I’m calling is …”
- “Listen, I need to get some information from you.”
- “Real quick, I just need a couple of numbers from you…”
Three. Use the point question technique
Here’s a 10-Second Exercise to Help Your Employees Listen Better
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How to Craft Friendly Emails That WOW Customers
How to Craft Friendly Emails That WOW Customers 10 Tips to Take Your Emails to the Next Level! You’re in for a treat, because today I have for you a unique email session with the […]
7 Questions About How to Handle Difficult Customers with Myra Golden
These questions are from a live audience at a training Myra recently delivered in New York. 1. How do you handle the customer who immediately demands to speak to a supervisor or manager without […]
How to Handle a Complaint Over Email -7 Simple Steps
Every email that goes out from your customer service team has your company’s brand in the signature line, it puts your corporate reputation on the line, and at the fingertips of a disgruntled customer, your […]