CX Journey

DECEMBER 13, 2018

Hiring members of the CX Team requires you to take a long view of customer experience design, execution, and goals. Internal and external hiring for CX forces you to look at the short and long-term goals of your CX strategies, how to implement them for your customers, and how to communicate them to the C-Suite.

Tips 83

Tips Customer Insights Leadership Exercises 83

Michelli Experience

APRIL 11, 2017

Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g. wanting not to have their favorite places overrun with new customers). Finally, I promised this week I would offer tips on how to convert loyal customers into referral sources.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

Stella Connect

APRIL 17, 2018

To help you get started, we’ve compiled a list of 29 customer service training and coaching tips. Coaching Customer Service Agents for Individual Growth. Better to schedule group training sessions instead (see below for more on customer service training tips). I]f you care about customer experience.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Truthlab

DECEMBER 7, 2017

Reading Time: 2 minutes Earlier in the week we talked about sticking to the fundamentals and how B2C has led the way in prioritizing customer experience. Here are some tips to help you start thinking about experience like your counterparts in B2C do: Think beyond the product or […].

B2C 127

B2C B2B Tips Customer Experience 127

Michelli Experience

APRIL 20, 2016

While marketers like to call attention to aspects of a brand that they want to cement as PODS in the minds of prospects and customers, experience designers like me and business leaders like you should be thinking about DELIVERING PODS – behaving in ways that are relevant, different and valued by your customers.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 100

Myra Golden

APRIL 30, 2020

Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Tips 59

Tips Video Customers Customer Experience 59

Myra Golden

NOVEMBER 11, 2020

You can move customers out of venting, rambling, and storytelling using Reframing Statements. Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it. I’m listening, and I have an answer.

Average Handle Time 104

Average Handle Time Tips Contact Center Video 104

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.

Tips 71

Tips Course Training Customers 71

transcosmos Information Systems

FEBRUARY 20, 2017

From topics like working with an outsourced customer support to the latest trends and sought-after practices in the industry, here are 13 more customer service blogs you need to bookmark now! The Groove HQ blog is a goldmine for customer service reads that are useful and engaging. Apart from the ones we’ve listed in 2015 ).

Customer Service 98

Customer Service Self Service e-support Infographics 98

CX Journey

MAY 26, 2016

From a customer experience perspective. In last month's post, I gave some tips to ensure that the partner experience is aligned with your brand experience. In this post, I'm going to reiterate why this is important to your success - and more importantly, why it's critical to the customer experience overall.

Customer Experience 109

Customer Experience Hospitality Healthcare B2B 109

Myra Golden

MAY 4, 2020

Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Tips 59

Tips Customers Interaction Customer Experience 59

Myra Golden

APRIL 1, 2019

Label the Employee’s Emotional Reaction. When you merely label what you think your employee is feeling, you show your understanding while at the same time expressing empathy. Labeling is just naming what you observe. Don’t judge or harp on the issue. Here’s what labeling looks like.

Tips 92

Tips Hotels Course Training 92

Myra Golden

MAY 18, 2020

So, here’s a tip to help your team control conversations politely. Sometimes unhappy customers will ramble, making themselves more upset and making it harder for you to cut to the business of fixing the issue. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Tips 111

Tips Customer Experience Customer Experience Design Customers 111

Lumoa

JUNE 9, 2020

Craft onboarding experiences, product onboarding videos , blog posts, UI changes and purchasing paths to specifically reflect the things that your customer cares the most about. And here is a little tip for you: if your eCommerce site or brand can be found on a review site, you are most likely already getting open text feedback.

Ecommerce 195

Ecommerce Customer Experience Customer Journeys Feedback 195

Myra Golden

JANUARY 5, 2021

This tip is from my De-escalation Academy. In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in-control as they bring down the temperature in interactions and guide customers to next steps. Continue the training with me?

Tips 111

Tips Training Interaction Customers 111

Myra Golden

JANUARY 13, 2021

.” Customers escalate in chat and email interactions intensely! Yes, my tactics for bringing down the temperature in conversations with customers wok in written communications. I answer the question and give three tips for de-escalating in chat and email in the video below. NEED MORE HELP WITH DE-ESCALATION?

How To 101

How To Tips Video Interaction 101

Myra Golden

JUNE 9, 2021

Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Customer Service 105

Customer Service Tips Customers Customer Experience 105

Myra Golden

APRIL 2, 2020

It’s fantastic that we can all support customers remotely. In my discussions with clients these days, I’m warning them to watch out for three things as they swiftly move into remote customer service. 3 Quick Tips for the Things That Will Go Wrong with Remote Workers. What Will You Do If A Remote Employee’s Internet Is Down?

Tips 59

Tips e-support Call Center Interaction 59

Myra Golden

JULY 10, 2019

Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Tips 68

Tips Customer Service Industry Conference 68

Myra Golden

AUGUST 21, 2020

When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. If you find you need more help, spend some time looking around my blog , where I have dozens of tips, videos, and phrases to help you get angry customers to back down.

Video 105

Video Tips Interaction Strategy 105

Myra Golden

OCTOBER 1, 2021

Grab your telephone tip guide here. Seven things are all it takes, and that’s what I’m breaking down in this video. Watch to learn how speaking in complete sentences, yielding, and using a lead-in will turn things around for you quickly.

Video 103

Video Tips Feedback Customer Experience Design 103

Myra Golden

OCTOBER 9, 2020

Grab your slides from this video for quick reference to the four tips. In this video, I walk you through four steps that put you in confident control and position you to move the conversation to closure. Here are the four steps: Be clear Acknowledge concern Manage expectations Guide to next steps.

Video 98

Video Tips Customers Management 98

Myra Golden

NOVEMBER 2, 2016

One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases I share in my training sessions for use in our role-plays – and in real life with customers: Now you can get even more tips for the very best telephone customer experience.

Tips 40

Tips Video Training Customer Experience 40

Myra Golden

MAY 7, 2020

Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Tips 97

Tips Customers Customer Experience Customer Experience Design 97

Beyond Philosophy

APRIL 24, 2021

He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience. We created a fictional restaurant called Hamilton’s Fine Dining, which, you can imagine, had no budget at all for Customer Experience Design.

Customer Experience 88

Customer Experience How To Consulting Conference 88

Myra Golden

OCTOBER 14, 2020

When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. If you find you need more help, spend some time looking around my blog , where I have dozens of tips, videos, and phrases to help you get angry customers to back down.

Customer Service 96

Customer Service Video Tips Interaction 96

Stella Connect

APRIL 17, 2018

To help you get started, we’ve compiled a list of 29 customer service training and coaching tips. Coaching Customer Service Agents for Individual Growth. Better to schedule group training sessions instead (see below for more on customer service training tips). I]f you care about customer experience.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Myra Golden

JULY 9, 2017

I remember being a new manager preparing to deliver bad news to a group of executives. I was nervous, fearing I would get questions I couldn’t answer and thinking I’d get slammed in the meeting. My boss, the executive vice president of the company, helped me prepare for the meeting. Here’s the strategy you use.

Tips 65

Tips Insurance Hotels Conference 65

Myra Golden

DECEMBER 9, 2019

Have you ever had a conversation with a customer service person, and it went something like that? And it’s hard to create rapport with customers if you sound mechanical. Date of birth? A lot of people ask questions this way. The problem with talking in little bytes is, it sounds robotic. ” versus, “My pleasure.

Course 69

Course How To Tips Advertising 69

Michelli Experience

APRIL 11, 2017

Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g. wanting not to have their favorite places overrun with new customers). Finally, I promised this week I would offer tips on how to convert loyal customers into referral sources.

Customer Care 133

Customer Care Brands Net Promoter Score Social Media 133

Myra Golden

JUNE 21, 2019

Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Management 84

Management Video Tips Customers 84

Michelli Experience

MARCH 27, 2018

I should note irrespective of which quick delivery option is selected, a tip is highly recommended, not unlike free pizza delivery. Currently, companies like Amazon win customers through the selection, price, and ease involved in the shopping process. for rushed arrival. Taking away pain points – on and offline.

Customer Experience 124

Customer Experience Retail Consulting Customers 124

Myra Golden

MAY 8, 2020

We’ll post quick tips to help you deliver the best customer experience. We’d love to connect with you on Instagram — Instagram.com/myragoldenseminars.

Tips 80

Tips Connections Customer Experience Customer Experience Design 80

Myra Golden

OCTOBER 29, 2018

It’s important that you sound confident when you tell the customer what you can’t do. Otherwise, some customers won’t take your word as final. Here are some of my tips for sounding confident. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Hotels 92

Hotels Exercises Tips Call Center 92

Myra Golden

JULY 2, 2018

You do this to be certain that you’ve answered every question in the customer’s email. When you fully answer your customer’s issues, you reduce the chances of the customer needing to email back with follow-up issues. This tip makes things easier for you. Proof for grammar and spelling mistakes.

Tips 40

Tips Video Customers Customer Service 40

Comm100

AUGUST 1, 2018

Most of those interviewed were of the opinion that one could start anywhere in the field of customer service. CX Project Manager, Customer Service/Support/Success Manager. Customer Experience Design Manager and. Digital Customer Experience Manager as just a handful of examples. Download Now.

Customer Experience 124

Customer Experience Policies Social Media Effort Score 124

Myra Golden

APRIL 23, 2020

Learn how use a limited response, take control with close-ended questions, assert your way out of a bad conversation, and practice proactive call management so customers feel heard. You’ll leave the course with a variety of actionable tips to turn long, problematic phone calls into polite and efficient interactions.

Customer Service 101

Customer Service Course Policies Retail 101