Today I’m speaking at a Progressive Business Conference on how to build rapport over the telephone. As a special bonus for my attendees, I am providing resources to help create an amazing customer experience. Enjoy. […]
Customized Engaging Online Customer Service Training
Category: Customer Service
Ways I Engage My Audiences
Don’t do for attendees what they can do for themselves. With the distractions of texting, social media, and email, it’s harder now than ever to keep adults engaged in corporate training sessions. But as a […]
Myra Golden’s Videos and Slides from Zappos Presentation at Contact Center Expo
I had a ball at the Contact Center Expo where I presented “Inside the Zappos Contact Center” to a packed house. I met amazing professionals who are serious about delivering the very best customer experience […]
Inside the Zappos Contact Center
On Wednesday, March 23, 2011, I will be speaking at the Contact Center Expo in Nashville. I’m very excited about my presentation because I will be giving an in-depth profile of a company that I […]
Zappos Only Hires People Who Are Passionate About Customer Service
Zappos is about the very best customer service and that starts with hiring the very best people. Watch this interview as Zappos CEO, Tony Hsieh talks about the Zappos Customer Service Culture.
Sorry Works! The Bottom-line Benefit of Apologizing to Customers
One of the easiest and quickest ways to diffuse anger, create rapport, and regain goodwill with unhappy customers is to apologize. Offering an apology to a customer who experiences a problem should be a natural response from customer service providers. Yet, recent research reveals the startling fact that 50 percent of customers who voice a complaint never receive an apology from the organization.
Not only does an apology provide “soft” benefits such as creating calm, shaving minutes off of talk time, reducing stress on the employee, etc., but it can also translate into significant and measurable savings in decreasing lawsuits, settlement costs, and defense costs.
Doctors and hospitals are beginning to discover what savvy customer service professionals have always known: sorry works. A new program for doctors, nurses, and hospital administrators called Sorry Works encourages doctors and hospitals to apologize quickly when mishaps occur and to offer a fair settlement upfront to families and their attorneys. The Sorry Works program has resulted in a dramatic drop in lawsuits. The University of Michigan hospital recently implemented Sorry Works and reports that the number of pending cases has dropped and defense attorney fees decreased from $3 million to $1 million annually. Clearly, sorry does, indeed, work.
Does a 2 million dollar savings based solely on an apology sound too good to be true? Let me walk you through exactly why sorry indeed does work… here are the facts:
Customer WinBack
How to recover revenue by recapturing lost customers Profitability and growth are dependent on a firm’s ability to successfully acquire and retain customers. And if a high net-worth customer defects, the firm needs a proven […]
Identify Customer’s Needs by Asking “What does a man in the desert need?”
What does a man in the desert need most? In my onsite classroom customer service training sessions, I ask my participants to imagine they’ve come across a man stranded in the desert. “What do […]
The Top 3 Things Most Companies Miss When It Comes to Creating a Customer-Focused Culture
Many organizations talk about creating a customer-focused culture, but few companies actually set up and sustain an authentic customer-focused culture. Culture is about more than new customer service training, employee empowerment, buttons and mugs, and […]
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 […]
De-escalation Training for Customer Service & Soft Skills Training 