Work-life balance is already a challenge for most of us. And now working remotely, brings another level of challenge, as we try to set boundaries between work and life, and create routines that keep us […]
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Videos
5 Ideas for Engaging (and fun) Virtual Meetings
My walking buddy told me about how a department lead kicked off a virtual staff meeting for her organization. He had a scavenger hunt. The manager posted a list of ten items on the team’s […]
This Tip Helps You Get Angry Customers to Back Down
When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. In […]
Quick Tip for Giving Customers Bad News
It’s hard enough for customers to accept bad news. But, if a customer thinks you don’t care about their problem, they tend to talk more, become more difficult, and escalation is likely. When you sound […]
Let Me Teach You How to Deliver Bad News to Customers
No one likes to deliver bad news to customers, but for a lot of us, delivering bad news is a regular part of business. You know the feeling – you probably get nervous, or you […]
Train Remote Agents With These Free short Videos
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 […]
Here’s How to Respond to the Yelling or Cursing Customer {with videos}
Here’s How to Respond to the Yelling or Cursing Customer – Plus More Diplomatic Phrases to Help You Regain Control in 9 Common Situations with Difficult Customers 1. What to say to the yelling or cursing […]
