What matters most to call center agents? According to the U.S. Chamber of Commerce, the top 10 things that matter are: 1. Good wages 2. Job security 3. Promotion and growth in the company 4. […]
Customized Engaging Online Customer Service Training
How can I get Generation X and Generation Y employees to work on time?!!
Q. Is it me or do “under 30” employees have serious issues with getting to work on time? In a call center environment we don’t have room for flexible scheduling, yet our Generation X employees […]
How to handle product liability claims
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 […]
What should we look at when it comes to monitoring emails?
Myra’s answer to What should we look at when it comes to monitoring emails? Typical standards to monitor in email correspondence include: Email introduction Query/Problem introduction Resolution Proper closing time Response time Spelling, grammar, punctuation […]
What exactly is customer recovery?
Myra’s answer to What exactly is customer recovery? Customer recovery is the act of responding to complaints and problems in such a way that completely regains customer goodwill after any service failure. Customer recovery includes […]
How Do You Handle a Problem That’s the Customer’s Fault?
Q. I attended your webinar yesterday on customer service. I found it helpful. Most of the scenarios discussed were when the company “messes up”. For instance, UPS’ strike caused service issues. The company did not […]
Think, think before you “tweet, tweet.”
CNN editor, Octavia Nasr, was fired by CNN over a tweet praising late ayatollah. Nasr used her official Twitter account to write: “Sad to hear of the passing of Sayyed Mohammad Hussein Fadlallah. One of Hezbollah’s […]
This Video Will Convince You to Buy the iPhone 4
Me and my husband are iPhone users. Our kids both have the iPod touch. Yesterday my kids made a “presentation” to me to convince me that it’s time for me and my husband to get […]
Keep the Star Employees. The others need a generous severance package now!
I’m doing research on the NetFlix customer service culture this afternoon for a customer service conference I’m hosting next week. One of my many discoveries about the company’s culture is that they view themselves as […]
Myra Golden’s Radio Interview on Paul Lawrence Vann Show
Myra discusses the 6-step Customer Recovery process and what companies like BP and Toyota must do to recover. Click here:
De-escalation Training for Customer Service & Soft Skills Training 