Tag: Online Courses

Fantastic Short Customer Service YouTube Videos You Can Use for Training

 

Myra Golden’s Customer Service Video Library

Control Calls with “Friendly” Customers

4 Things Customer Service Agents Can Do to Convey Empathy to Customers

This is How to Move Calls to Closure

How to Acknowledge Customer Concern- and Why You Must

Do these three things to de-escalate immediately with customers

When You Correct a Customer, You Make Them Feel Dumb

Chat Handling Fundamentals

How to Ask Customers Questions

The Number One Grammar Mistake In Email, Chat and Text Is….

Make Sure You Don’t Push Your Customers Because They’ll Push Back

Instantly Sound Friendlier Over the Telephone  – Speak in complete sentences

How to Politely Control Calls with the Chatty Cathy

How to De-escalate Angry or Agitated Customers

 

How to Instantly Make Emails and Chat More Personable

 

7 Phrases That Convey Empathy to Customers

7 Comebacks for the Customer Who Cusses at You

Now you can get even more training videos, phrases, and strategies for delivering the best customer experience when you sign up for Myra’s email list.

If you’ve enjoyed some of these videos, you might want to check out Myra’s customer service eLearning.

Myra’s customer service eLearning helps your employees speak with friendliness and empathy, and handle difficult customers with more ease –  with progress reports, quizzes and SCORM option.

Watch this video to learn more:

 

 

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7 Soft Skills to Transform Your Customer Experience Over the Telephone

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center.

The lead-in, step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. The final step, end with a fond farewell, ensures you end calls positively.

If these 7 steps help you in any way, well that makes my day. –Myra

indian call center representative

1. Open with a lead-in

“Good morning. Customer Care. This is Penny. How may I help you today?” (with a 🙂 in your voice)

 

2. Convey empathy and/or acknowledge emotions when appropriate

  • “I can understand how frustrating it is when your rental car breaks down.”
  • “I realize how complicated it is to …..”
  • “I cannot imagine how upsetting it is to …..”
  • “I know how confusing it must be when …..”

Short video on how to acknowledge a customer’s emotion:

 

3. Yield to Callers (Don’t interrupt or over talk customers)

  • Allow customers to finish sentences
  • If you accidentally interrupt a caller, apologize
  • Even when you know within a second or two that the call will need to be transferred, allow the caller to finish their statement before making the transfer

 

4. Bridge into questioning

  • “In order to determine what happened, I will need to ask you some questions.”
  • “Do you mind if I ask you some questions so we can figure out what has happened?”
  • “So I can assist you, may I ask you a few questions?”

5. Speak in complete sentences

Be friendly and conversational and always use a complete sentence:

  • “May I have your zip code please?” –  Not: “Zip code?”
  • “Can I get your last name?” – Not: “Name?”

 

6.  Ask “Is there anything else?”

  • “Ms. Williams, may I help you with anything else?”
  • “May I help you with anything else, Mr. Smith?”
  • “Do you have any additional questions, Mrs. Jones?”
  • “Is there anything else I can help you with today, Mr. Davis?”
  • “Ms. Brown, how else may I help you today?”

7.  End with a fond farewell (include some form of thanks)

  • “Thanks so much for calling us today Julie.”
  • “I enjoyed talking with you, Teresita. I hope you enjoy your new duffle bag.”
  • “Well, if there’s nothing else, all that’s left is for me to wish you a great afternoon! Thank you for calling us today Tammy.” 

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For more help in how to talk to customers, check out:

Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team

Customer Service eLearning– 10 courses to improve the way your employees talk to customers over the phone and email

Watch this short video to learn more about our customer service eLearning.

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