Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JULY 25, 2017

Psychologists talk about what they call the communication chain. The communication chain says that when a person puts out a verbal message, they expect a response to that message. That first message is a link in the communication chain. The idea is to link the communication chain with a genuine acknowledgement of concern.

Customer Service Training 56

Customer Service Training Communication Video Training 56

Myra Golden

JUNE 2, 2016

Find out how to strategically create calm with aggressive customers. Examine the communication chain and learn how it gives you the edge in communicating in conflict situations. Learn why you should see your difficult customer as a “partner” and not an opponent. Get a 4-pronged approach for preempting escalations.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

Find out how to strategically create calm with aggressive customers. Examine the communication chain and learn how it gives you the edge in communicating in conflict situations. Learn why you should see your difficult customer as a “partner” and not an opponent. Get a 4-pronged approach for preempting escalations.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

APRIL 26, 2018

Typically, I only deliver training on customer service, but my client had a special request. My client explained that “We need to work together, make decisions together, and communicate according to the styles of each person. So I designed a unique Team-building Customer Service event built around a 12-foot pole.

Exercises 63

Exercises Groups Training Communication 63

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Myra Golden

AUGUST 29, 2016

Let’s take a look…” If you make a statement similar to this and ensure your tone and body language send the same message, customers will feel your urgency and earnest and handling the problem from this point on will be easy as pie. Almost never is the problem the customer service professional is responding to their fault.

Customer Satisfaction 49

Customer Satisfaction Loyalty Policies Customer Service Training 49

Myra Golden

AUGUST 29, 2016

Let’s take a look…” If you make a statement similar to this and ensure your tone and body language send the same message, customers will feel your urgency and earnest and handling the problem from this point on will be easy as pie. Almost never is the problem the customer service professional is responding to their fault.

Customer Satisfaction 49

Customer Satisfaction Loyalty Policies Customer Service Training 49

Myra Golden

MARCH 29, 2017

Myra explains why you can’t outright tell a customer he is wrong, even when he is, and she shows you how to tactfully help the customer to see things the way you need them to. How to make customers feel smart/good even if they ask “silly” questions.

How To 40

How To Exercises Customers Training 40

Myra Golden

DECEMBER 3, 2017

One of the characteristics is, communicate your understanding. When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. In this short video, taken straight from my Empathy eLearning course, I teach precisely how employees can Communicate Understanding to customers.

Communication 63

Communication Course Insurance Video 63

Myra Golden

SEPTEMBER 13, 2016

While employees were busy looking through notes or trying to find something on the computer, they just let the customer hang on. I could hear keys clicking, gum smacking and occasional sighs, but there was almost no verbal communication during the dead-air space. This customer service group doesn’t need anything from Zappos.

Culture 56

Culture Hotels Training Contact Center 56

Myra Golden

SEPTEMBER 13, 2016

While employees were busy looking through notes or trying to find something on the computer, they just let the customer hang on. I could hear keys clicking, gum smacking and occasional sighs, but there was almost no verbal communication during the dead-air space. This customer service group doesn’t need anything from Zappos.

Culture 40

Culture Hotels Training Contact Center 40