28 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

When You Correct a Customer, You Make Them Feel Dumb

 

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 Deliver Bad News to Customers

How to Instantly Make Emails and Chat More Personable

Don’t Over Talk Your Customer: The Yielding Technique

Why You Must Acknowledge a Customer’s Anger Part 1 of 2

Why You Must Acknowledge a Customer’s Anger Part 2 of 2

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.

Here are some oldies, but goodies…

Top 6 Ways to Get An Angry Customer to Back Down

The Psychology of Customer Anger

How to Resolve Complaints without Giving Away the Farm

Verbal Aikido

Listening Using Stephen Covey’s 5th Habit

Customer Service: The Issue is Not the Issue

When it comes to problems customer experience, what upsets customers is usually how the company responds to the problem – not the problem itself.

Handling a Problem That’s the Customer’s Fault

How a Tweet Got My Internet Back Up-Cox Communications Saves the Day 

Be Gumby – A fun and memorable customer service

“How to Handle Difficult Customers” Webinar Sneak Preview – Myra Golden 

The “Easy” Customer Experience

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections – Webinar Sample

How to Lose a Customer Over 8 Dimes 

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

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