ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio. Connect with Shep on LinkedIn.

Metrics 157

Metrics Customer Service Measurement NPS 157

Myra Golden

DECEMBER 13, 2017

Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud. I try to make my training easy – for you, your employees, and even for me, by offering it online. I still do onsite training, of course, but online training saves time and money.

Training 51

Training Customer Service Training Course Connections 51

Myra Golden

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Training 53

Training Customer Service Exercises Travel 53

Myra Golden

JUNE 2, 2016

The outcome of this web training event is customer service professionals who walk away understanding exactly how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation. Sound familiar? Yeah, we know it does.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

The outcome of this web training event is customer service professionals who walk away understanding exactly how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation. Sound familiar? Yeah, we know it does.

Contact Center 40

Contact Center Training Customer Service Training How To 40

ShepHyken

DECEMBER 5, 2018

Inconsistent information: When a customer gets two or more different answers to the same question, what pain do you cause their brain? Poorly trained employees: It can tie into inconsistent information, but it’s more than that. Employees that demonstrate a lack of knowledge or competency frustrates customers. Then don’t be late!

Policies 127

Policies Case Study Advertising Banking 127

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223

Myra Golden

NOVEMBER 13, 2017

It’s part of a full 16-module customer service training. This video is about giving customers an experience that makes them feel good and maintains their esteem. I recorded this video last week for a client. As a special treat for you, I’m sharing one module from my client’s course.

Customer Service Training 91

Customer Service Training Video Course Training 91

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. Videos discussing key points from Myra’s Verbal Aikido training workshop .

How To 40

How To Customer Service Training Video Training 40

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. Videos discussing key points from Myra’s Verbal Aikido training workshop .

How To 40

How To Customer Service Training Video Training 40

Myra Golden

MARCH 18, 2020

If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions.

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Customer Service Video Course Customer Service Training 59

Myra Golden

JUNE 1, 2018

In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. Watch the short video, and use it in your own customer service training. Was This Helpful?

Customer Service Training 58

Customer Service Training Video Training Customers 58

Myra Golden

OCTOBER 18, 2016

Trust me, your customers would rather hold for a few more seconds than have to make repeat calls to get their problems solved. Make sure you’re measuring what really matters to your customers. Fix what frustrates your customers . A company called me to deliver customer service training.

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

OCTOBER 18, 2016

Trust me, your customers would rather hold for a few more seconds than have to make repeat calls to get their problems solved. Make sure you’re measuring what really matters to your customers. Fix what frustrates your customers . A company called me to deliver customer service training.

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

MARCH 27, 2018

My client’s biggest challenge was how to navigate through complex calls, like situations with ramblers and challenging customers. One of the strategies I prepared for my client’s customized training is 4 Things You Can Do To Help Your Customers Cut to the Point. Online Training Customized For Your Company!

Course 63

Course Training Video Contact Center 63

Myra Golden

NOVEMBER 15, 2018

One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this.

Exercises 58

Exercises Customer Service Training Groups Training 58

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. Experience “How to Rock Your Customer Service Job” . How to Talk to Customers – So your employees can master the human relations skills that it takes to consistently deliver a delightful customer experience .

Customer Service 53

Customer Service How To Customer Service Training Training 53

ShepHyken

JULY 6, 2020

6 Ways to Boost Customer Experience Design Adoption & Growth by Ricardo Saltz Gulko. The goal is for you to experience your experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 66

Customer Service Healthcare Customer Journeys Feedback 66

Myra Golden

DECEMBER 9, 2019

For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team. Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email.

Customer Experience 52

Customer Experience Call Center Video Training 52

Beyond Philosophy

MARCH 4, 2019

You can also identify how the customer is feeling during that interaction with the employee and how they felt when they leave. In a digital experience, you can record a customer having the existing experience, like booking an appointment online or buying a product to see how they feel throughout.

Measurement 102

Measurement Consulting Technology Customer Experience Professionals 102

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. Experience “How to Rock Your Customer Service Job” . How to Talk to Customers – So your employees can master the human relations skills that it takes to consistently deliver a delightful customer experience .

Customer Service 40

Customer Service How To Customer Service Training Training 40

Myra Golden

NOVEMBER 1, 2016

I wanted to treat my small team today for working so hard over the weekend and yesterday into the evening on the big project of moving our entire eLearning roster and training modules to a new hosting site. These employees could be your employees after my soft skills training on empathy, friendliness and de-escalation. Welcome to __.

Customer Service 56

Customer Service Call Center Training Customer Service Training 56

Myra Golden

JANUARY 30, 2018

I have a module dedicated to demonstrating the Feel, Felt, Found method in my Empathy Online Course, which is part of my Customer Service eLearning suite. If you or your employees struggle a bit with how to make customers feel empathy , take a look at my Empathy and Customer Service Training.

Customer Service Training 69

Customer Service Training Training Course How To 69

Myra Golden

AUGUST 26, 2016

Sign up for my email list and learn specific tips, approaches and phrases to help your employees help your customers. If you’d like to see more videos, most far more modern than this one, check out my library of short YouTube Customer Service Training videos.

Video 40

Video Customer Service Training Tips Training 40

Myra Golden

AUGUST 26, 2016

Sign up for my email list and learn specific tips, approaches and phrases to help your employees help your customers. If you’d like to see more videos, most far more modern than this one, check out my library of short YouTube Customer Service Training videos.

Video 40

Video Customer Service Training Tips Training 40

Myra Golden

NOVEMBER 27, 2017

If you like it, check out my full telephone skills eLearning training. . In this 2-minute video, I show your employees how to close a call quickly and efficiently. Share this video with your team. Bridge Into Questioning. We can buffer the questions we have to ask by merely bridging to questioning.

How To 120

How To Call Center Video Training 120

Myra Golden

SEPTEMBER 1, 2016

You can use this train your staff on speaking in complete sentences. In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in. In my training I tell people all you have to do for the lead-in is: Use a personal pronoun. She did not use a “lead-in.”.

Training 45

Training Customer Service Training Video How To 45

Myra Golden

NOVEMBER 1, 2016

I wanted to treat my small team today for working so hard over the weekend and yesterday into the evening on the big project of moving our entire eLearning roster and training modules to a new hosting site. These employees could be your employees after my soft skills training on empathy, friendliness and de-escalation. Welcome to __.

Customer Service 40

Customer Service Call Center Training Customer Service Training 40

Myra Golden

SEPTEMBER 1, 2016

In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in. In my training I tell people all you have to do for the lead-in is: Use a personal pronoun. How about, “What is your daughter’s last name?” or “We have very flexible scheduling. See the difference?

Customer Service Training 45

Customer Service Training Training Connections How To 45

Myra Golden

DECEMBER 19, 2017

But, sometimes, personalization can get in the way of serving the customer and moving things forward. Last week I delivered a customer service training session where part of our focus was moving employees out of an attitude of personalization to an emphasis on finding a win-win solutions for problems.

Customer Service Representative 45

Customer Service Representative Customer Service Customer Service Training Groups 45

Myra Golden

JULY 25, 2017

For more help with how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully customized, engaging, fun customer service training for your team. Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email.

Customer Service Training 56

Customer Service Training Communication Training Video 56

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Culture 56

Culture Hotels Training Contact Center 56

Myra Golden

JANUARY 1, 2019

When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. I’ve held discovery discussions, mystery shopped or listened to a random sample of calls between employees and customers, and I’ve prayed over the event. Prepare for Coaching Conversations.

Exercises 65

Exercises Meeting Customer Service Training Training 65

Myra Golden

MARCH 19, 2017

For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team. Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email.

Airlines 86

Airlines Customer Service Training Customers Customer Service 86

Myra Golden

AUGUST 30, 2017

I’m here to deliver training on how to handle irate customers. I get to spend 4 hours this morning doing what I love: Teaching, sharing my energy, and engaging a roomful of people who have chosen to serve customers for a living. Some of my best days are when I am training. I’m blessed. And I want to bless you!

Course 40

Course Hotels Travel Training 40

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Culture 40

Culture Hotels Training Contact Center 40

Myra Golden

JUNE 12, 2018

So, try to always speak in complete sentences with your customers. This fantastic tip comes directly from my Telephone Skills online training course , which is part of my customer service eLearning catalog. When you speak in complete sentences, you sound friendlier, and the conversation will have a casual, natural flow.

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Tips Course Training Customers 71