“I’ll fix the problem, but I am not apologizing for a problem that is not my fault.” Myra’s response to: “I’ll fix the problem, but I am not apologizing for a problem that is not […]
Customized Engaging Online Customer Service Training
Author: myragolden
Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley and other brands.
When calibrating for quality call monitoring, do you suggest calibrating scores only or also the coaching?
Q. My team meets weekly for a 60-minute calibration and we focus solely on the scores on the monitoring form. But it has occurred to us that we may not be consistent on the comments […]
Call Center Scheduling
Q. I am in search of the most efficient staffing levels for every 30-minute block of time throughout the workday in my call center I’d like the flexibility to enter in the start and end […]
Customer Service Training
Hands Down…the best customer service training experience you’ll find anywhere. If you poke your head into one of Myra’s training sessions, you know this training is different. Participant involvement is astonishing. People are having fun […]
What is National Customer Service Week?
Customer Service Week is a national event devoted to recognizing the importance of customer service and honoring the people on the front lines of the service revolution. Customer Service Week was begun by the International […]
>>Customer Satisfaction Is Worthless!
If Customer Satisfaction Is Your Goal, Don’t Ask Me to Help You! Last month I got a call from a client wanting me to deliver a keynote address on customer satisfaction. I politely explained, […]
Call Center Technology & Software
Here you’ll find a comprehensive list of the critical and cutting-edge technology call centers, small and large, must have. Call Center Technology & Software Telephone network Data network/Internet Automatic call distribution (ACD) IVR – Interactive […]
4 Better Ways to Handle Consumer Complaints
If you WOW a customer at the Moment of Truth, the average customer will walk away and tell 5 people about the experience.
If you fail to meet the customer’s expectations at the Moment of Truth, customers are very likely to tell 11 people about the problem they had with your company.
If you drop the ball with customers at the Moment of Truth but rebound with a quick customer recovery, research shows that the customer will tell up to 17 people about your service recovery.
Did you get that? Customers will tell 5 people if you WOW them, BUT if there’s a problem and you quickly fix it, they will tell more than 3 times as many people as they would if no problem had occurred at all.
One of the fastest and easiest ways to grow your bottom line is to equip your front-line employees with skills to respond to complaints and problems in such a way that they completely regain goodwill and restore the customer’s confidence.
Read on to find out exactly how to do this.
Motivating Agents and Increasing Call Center Productivity
Using Incentives in the Contact Center: 5 Tips for Success Employee incentives run the gamut from ball point pens to retirement funds. They include bonuses, benefits, perks, and anything else aimed at motivating agents to […]
Some banks to offer overdraft grace
Some banks are now setting limits on overdrafts, voluntarily. Huntington Bank will now give a 24 hour grace period, allowing you to restock your account. US Bank, Bank of America, 5th 3rd, and SunTrust, among […]
De-escalation Training for Customer Service & Soft Skills Training 