Tag: Call Center Training

Customer Experience Design by myragolden

This is How to Move Calls to Closure

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In a series of events, people remember the first thing, and the last thing, more than anything else. That’s why the way you open a call, and the way you end a call, is so meaningful.

Your call closing must do two things.

You need to share any next steps with your customer; and then, you need to end with a fond farewell. In this article, you’ll learn how to assertively bring calls to closure, and end with a fond farewell.

1. Start the call closure process by giving the customer any next steps.

Sharing next steps lets the customer know the call is almost over, and, this helps you to close the call quickly.

If you have next steps, just, share them. “Alright, Deon. I have processed your return. We’ll go ahead and ship the blue Nike Elite socks, and you should have those within 4-7 business days. You can check the status of your return by logging into our website.”

2. And, then you need to end with a fond farewell.

After you’ve shared any next steps, you move right into the final closure. End with the same energy and friendliness you had when you started the call. Nice farewells include:

Continue reading This is How to Move Calls to Closure
Customer Experience Design by myragolden

2017 Customer Service Online Training Opportunity with Myra Golden

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.”   Betty Doyle, Sr. Learning Designer, Customer Care, Walmart eCommerce Watch this […]

Uncategorized by myragolden

New Training Teaches Conversational Aikido to Help Those Handling Difficult Customers

Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about letting the customer vent until they cool off or you being a doormat. There are definite tactics, deployed strategically, that will position any customer service professional to create calm, defuse anger and assertively control conversations.

Aikido

Introducing…

How to Handle Difficult Customers Using Verbal Aikido

5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers

In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido. Employees will walk away from this workshop with specific Aikido techniques and tactics to create calm, take control of the call, defuse anger and move the call to closure. Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more.

Continue reading New Training Teaches Conversational Aikido to Help Those Handling Difficult Customers
Uncategorized by myragolden

How to Handle Difficult Customers Using Verbal Aikido

Myra Golden Customer Service Training Highlight Verbal Aikido: A non-aggressive, highly effective strategy for handling difficult customers Thanks to the Internet and social media, customers are more savvy now than ever before.  Although this sounds […]

Uncategorized by myragolden

You Have to Acknowledge a Customer’s Anger. Here’s Why.

A common mistake I hear customer service professionals make when I perform quality checks is ignoring the customer’s expression of anger.

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There is something known as the communication chain. When people communicate, they expect the person they are communicating with to respond or react…this response is a link in the communication chain. A failure to respond to communication leaves the communication chain broken.

For example, If I open a customer service training with “Good morning!”…and the audience is dead silent, they’ve broken the communication chain. And that leaves me feeling awkward, perhaps embarrassed. I’d have the uncomfortable feeling that the workshop would not go well, based on the lack of acknowledgement.

If a customer expresses anger and we fail to respond to it, the communication chain is broken and the customer feels like they are not getting through. The customer might become even angrier and more difficult, as they are resorting to whatever it takes to feel heard and understood.

Continue reading You Have to Acknowledge a Customer’s Anger. Here’s Why.
Difficult Customers by myragolden

What Aikido Masters Know About Handling Difficult People That You Don’t

I’m sitting at my desk reading feedback from my recent Verbal Aikido workshop. The workshop was: “What Aikido Master Know About Handling Difficult People That You Don’t” As you know, much of what I teach is focused […]

Call Control by myragolden

How to Politely Control Calls with the Chatty Cathy

As you might know, one of the things I teach is how to control calls with customers. Precisely, how to deliver a warm customer experience while politely getting the long-winded customer to cut to the […]

Customer Experience by myragolden

5 Ideas to Improve The Way You to Talk to Customers

The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be […]

Customer Service by myragolden

Special Video Training for Customer Service Representatives – How to talk to customers: Empathy and Tone

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections On Demand Webinar Training This new video contains a step-by-step approach to speaking with customers with a friendly tone, empathy and concern. Your people will lean […]

Difficult Customers by myragolden

[Video] 15-Minute Skill-Sharpener — How to Handle Irate Customers

Imagine your next phone call is from an angry, irate customer and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, watch this excerpt from […]