Q. I am a new customer Service Supervisor for a small company and I’ve discovered that the plant does not have a plan in place for how to respond to product liability complaints and claims from […]
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.
How do I quickly give my agents good phone and customer service skills training?
Q. My agents are good at what they do. They know our products and policy up and down, but I am concerned about the level of customer service we provide over the phone. Can you share some telephone customer service tips I can use to train in a short segment (like a staff meeting)?
Myra’s answer to How do I quickly give my agents good phone and customer service skills training?
Stop Trying to Delight Your Customers
To examine the links between customer service and loyalty, the Customer Contact Council conducted a study of more than 75,000 people who had interacted over the phone with contact-center representatives or through self-service channels. Two […]
Before You Hit Send!
Before You Hit Send! 3 Rules to Protect Your Company from Broken Relationships and Lawsuits Email was created to make our lives easier, but bad things happen over email every day. Conflict, broken peer relationships, […]
The #1 Turn Off for Your Customers (And How to Beat it)
What gets an unhappy customer’s blood boiling? What fuels negative word-of-mouth stories and sends customers to the competition? What is it that sets a customer off to the point that they upload a YouTube video, […]
Corporate Social Media Crisis: 4 Ways to Fight Back
One of the first corporate social media blasts we’ve seen was with America Online (AOL). It all started when an AOL customer called the company to cancel his subscription. The Representative he spoke with was relentless in his attempts to […]
Before You Send That Next Email…read this.
***Live webinar*** Before You Hit Send: How to write business-friendly emails that create emotional connections with customers and leave customers saying “WOW!” Friday, September 17, 2010 1:00pm – 3:00pm ET Find out how to amaze […]
What Cuba Gooding’s Character in “Jerry Maguire” Can Teach You About Negotiation
Last week I asked my Twitter network for movie clip ideas for a Negotiation class I teach for a university. I wanted to find movie clips to strategically and perfectly illustrate my 3 Golden Rules […]
What is the customer’s true motive?
Q. What do you make of customers calling to complain and saying they don’t want anything – they just want to “share feedback.” Do you have any idea of wheter sending them a travel voucher or […]
10 Good Customer Service Habits to Develop
1. Be enthusiastic. “Nothing great was ever achieved without enthusiasm,” said the very quotable Ralph Waldo Emerson. I believe this same principle applies to our communication with customers. The difference between a mediocre phone call […]
De-escalation Training for Customer Service & Soft Skills Training 