Tag: Myra Golden

This Note From a Satisfied Client Just Made My Day!

Just got a note from one of my cool new clients. There’s nothing quite like the feeling of knowing you have met and exceeded a client’s expectations. 🙂   Related articles How I Build a […]

Myra Golden’s Keynote Slides from Edible Arrangements Convention

I had a  ball presenting to the enthusiastic Managers at the Edible Arrangements Annual Convention in Las Vegas last week. I got Goosebumps as managers described what WOW meant to them and I as I […]

What a Myra Golden Training is Like

I am best known for my classroom customer service training – and it is amazing! If you poke your head into one of my training sessions, you know this training is different. Participant involvement is […]

Myra Golden Interview with Emmy-Winning Journalist Cindy Morrison

I had the great pleasure of speaking to the Oklahoma chapter of National Speaker’s Association. After the event, I did an interview with Emmy-Winning Journalist Cindy Morrison (@CindyWMorrison).  Cindy and I have followed each other […]

26 little ideas to help you be nicer to unhappy or complaining customers

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Here are 26 ideas you can print off and share with your customer service employees. Or, you could share these ideas in a quick 3-minute training.

 

The ABC’s of Customer Recovery

Act as if every lost customer’s value to the company comes out of your paycheck.

Believe the best of customers. Don’t make the mistake of assuming most customers are out to simply get something for nothing. The truth is, less than 1% of customers contact companies with ulterior motives in mind.

Communicate with diplomacy and tact when your final answer is “no” and when explaining company policy.

Don’t tell a customer she is wrong. Telling a customer they are wrong never makes them want to agree with you. It only pushes them more forcefully into their original position.

Empathize with unhappy customers and allow this empathy to season your responses.

Find a way to say “yes” to customers. Instead of saying “no” or telling the customer what you can’t do, think critically about what you actually can do.

Give a token item such a coupon as a concrete form of apology.

Have a sense of urgency. Demonstrate with your words and speed of response that getting to the bottom of the problem is just as important to you as it is to your customer.

Involve customers in the problem resolution process. Sometimes it’s very helpful to simply ask, “How do you see us resolving this?”

Jot down the customer’s name and details of the problem they are describing so you don’t have to ask the customer to repeat information.

Keep customers apprised of your timetable and progress toward resolving their problems.

Listen with the intent to truly understand your customer, not with the intent to interrupt, reply, or correct.

Q & A with Myra Golden

  The SOCAP Annual Conference will feature a Spotlight Session, “Leveraging Social Media to Monitor Consumer Feedback.” The moderator for this session, Myra Golden of Myra Golden Media, recently sat down for a short Question […]

Fall Opportunities with Myra Golden

HOW ZAPPOS DOES SERVICE – A CUSTOMER SERVICE COMPANY THAT ALSO SELLS August 25, 2009 1:00 – 2:00pm ET For Zappos customer service comes first, with the aim to acquire customers through word of mouth […]