ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. Expertise, empathy, and speed are the top three most important customer service qualities.

Customer Service 66

Customer Service Healthcare Customer Journeys Feedback 66

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. Customer Service, SCORM 1.2-Compliant

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Customer Service Video Course Customer Service Training 59

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

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Customer Service How To Customer Service Training Training 53

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

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Customer Service 40

Customer Service How To Customer Service Training Training 40

ShepHyken

DECEMBER 5, 2018

If a customer is on a website and needs help, there should always be a human fallback. A bad customer experience design: The concept of CX design is a hot topic. Companies are assigning executive titles to the person in charge of “design.” This isn’t designing labels and packaging.

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Policies Case Study Advertising Banking 127

Myra Golden

NOVEMBER 1, 2016

I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite. No other training has the potential to help your employees be friendly. The other didn’t.

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Customer Service Call Center Training Customer Service Training 56

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.

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Training Customer Service Exercises Travel 53

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. Caitlin Singer.

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Customer Service Representative Customer Service Customer Service Training Groups 45

Myra Golden

NOVEMBER 1, 2016

I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite. No other training has the potential to help your employees be friendly. The other didn’t.

Customer Service 40

Customer Service Call Center Training Customer Service Training 40

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. This means the customer service professional must develop a response plan.

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. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

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?

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Customer Service Training Video Training Customers 58

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope.

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Customer Service Customer Service Representative Training Video 63

Myra Golden

JUNE 8, 2018

Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry. 4 ways to politely bring the call to closure after you have met all of the customer’s needs.

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Training Course Customer Service Training Study 93

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

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope.

Customer Service 40

Customer Service Customer Service Representative Training Video 40

Myra Golden

DECEMBER 13, 2017

If you’re serious about making 2018 better than 2017, my o nline customer service training is for your team. Look through course outlines and take a test drive of the training right here. Start training your employees today with a 30% discount and my compliments.

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Training Customer Service Training Course Connections 51

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.

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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.

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Measurement Consulting Technology Customer Experience Professionals 102

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.

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Airlines Customer Service Training Customers Customer Service 86

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

MARCH 27, 2018

For Philadelphia Water, we designed a 14-module training to help Representatives navigate through complex calls. Customized courses include 10-14 modules. Get your fully customized online customer service training today for $3,500. View this course right here. Contact us now to get started.

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Course Training Video Contact Center 63

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.

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Customer Service Training Training Course How To 69

Myra Golden

JUNE 2, 2016

Three Unique Professional Development Events for Customer Service Professionals. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. Creating calm with difficult customers is not a matter of using aggressive tactics.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

Three Unique Professional Development Events for Customer Service Professionals. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. Creating calm with difficult customers is not a matter of using aggressive tactics.

Contact Center 40

Contact Center Training Customer Service Training How To 40

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.

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Customer Service Training Communication Training Video 56

Myra Golden

SEPTEMBER 1, 2016

The employee I spoke with made the two biggest mistakes customer service employees can make in the beginning of a call with a patient – or “would-be” patient. You can use this train your staff on speaking in complete sentences. Psychologists tell us we only get 4-6 seconds to make a first impression.

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Training Customer Service Training Video How To 45

Myra Golden

SEPTEMBER 1, 2016

The employee I spoke with made the two biggest mistakes customer service employees can make in the beginning of a call with a patient – or “would-be” patient. In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in.

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Customer Service Training Training Connections How To 45

Myra Golden

SEPTEMBER 13, 2016

At times I felt like the customer was made to feel stupid. It was like the customer was asking dumb questions. This customer service group doesn’t need anything from Zappos. Is Your Company In Need of a Customer Service Intervention? . Check out my Customer Service eLearning.

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Culture Hotels Training Contact Center 56

Myra Golden

NOVEMBER 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions.

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How To Call Center Video Training 120

Myra Golden

MARCH 17, 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.

How To 58

How To Banking Hotels Travel 58

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

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Customer Experience Consulting Multi-Channel Leadership 132

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.

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Exercises Meeting Customer Service Training Training 65

Myra Golden

SEPTEMBER 13, 2016

At times I felt like the customer was made to feel stupid. It was like the customer was asking dumb questions. This customer service group doesn’t need anything from Zappos. Is Your Company In Need of a Customer Service Intervention? . Check out my Customer Service eLearning.

Culture 40

Culture Hotels Training Contact Center 40