Myra Golden Media

MAY 13, 2019

Here are three ways you can prepare your employees to de-escalate so you can take a little stress out of everybody’s life. I upped the employee empowerment from $50 to $100 and gave them training on how to make decisions that balanced the interests of our company and the customer. Train and Coach De-escalation Skills.

Coaching 243

Coaching Call Center Customer Service 243

Myra Golden Media

APRIL 11, 2023

This involves ensuring that your agents are well-trained, motivated, and equipped with the right tools to confidently deliver bad news, expertly de-escalate and control conversations, all with empathy and connection. As a result, the company saw a 20% increase in customer satisfaction and a 10% reduction in call volume.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

ShepHyken

SEPTEMBER 4, 2019

He shared with me a phenomenon he referred to as the de-evolution of a business. It can mean the beginning of the end for a business, and it usually comes as a result of not listening to the company’s customers. My friend Nelson Griswold refers to this business life cycle as the de-evolution of a business.

Entertainment 282

Entertainment Feedback Customer Experience Customer Service 282

Inbenta

FEBRUARY 1, 2024

First Name * Last Name * Business Email * Country * Belgium Brazil Canada France Germany Ireland Japan Luxembourg Netherlands Portugal Spain Sweden United Kingdom United States Other Company Size * 1-100 100-1,000 1,000-10,000 Over 10,000 I would like to receive periodic Inbenta updates by email.

Banking 52

Banking Accountability Customer Service Sales 52

Myra Golden Media

APRIL 23, 2020

My online training covers everything from call control to de-escalation to empathy and rapport. How can CSRs work to keep the relationship with the company strong and intact? De-escalating intense situations. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension.

Customer Service 303

Customer Service Upselling Personalization Customer Support 303

Myra Golden Media

MARCH 18, 2020

I have dozens of videos on YouTube covering everything from call control, to de-escalation, to telephone skills. If your company already has a LinkedIn Learning subscription, my courses are no additional cost to you. Here’s what we’ve got going on…. YouTube Short Customer Service Videos.

Customer Service 177

Customer Service Customer Experience 177

Beyond Philosophy

AUGUST 13, 2015

For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. One of De Pree’s most memorable quotes, for example, is “The first responsibility of a leader is to define reality. Scott Peck.

Customer centricity 279

Customer centricity Airlines Enterprise Engineering 279

Myra Golden Media

JULY 16, 2020

I’m facilitating digital workshops on de-escalation, call control, empathy, telephone skills, and more. Read course outlines or talk to me about a digital workshop for your company.

Customer Experience 156

Customer Experience 156

BlueOcean

APRIL 24, 2024

One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. And so it’s the RFP, pack horse that it is, that enables companies to first discern whether potential vendors measure up. This is especially true for smaller, privately-owned companies.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Myra Golden Media

MAY 24, 2018

In a few weeks, I’ll be delivering my popular 3-Step De-escalation Workshop at Customer Contact Week in Las Vegas. Attendees in my session will learn precisely how to de-escalate with extremely challenging customers. My de-escalation steps are Respond, Reframe, and Resolve. Step 1: Respond.

Construction 196

Construction 196

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. All things being equal, the company that is easiest to do business with will win. This article takes the approach that too much convenience can de-humanize a company. Here are my top five picks from last week.

Customer Service 312

Customer Service Chatbots Customer Experience Personalization 312

Beyond Philosophy

MARCH 21, 2024

Even the most well-managed companies will have things go wrong. Moreover, rehearsing the crisis plan should be an active part of the company’s operational functions. Knowing that you will be back in touch regarding the issue and when that communication will be helps de-escalate a stressful situation.

Telecommunications 195

Telecommunications Engineering Education Management 195

Beyond Philosophy

DECEMBER 14, 2015

For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. One of De Pree’s most memorable quotes, for example, is “The first responsibility of a leader is to define reality. Scott Peck.

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

Myra Golden Media

FEBRUARY 15, 2019

If your customer’s real issue is the rental car broke down, but she’s venting about her hungry and irritated kids, and how your company put her in this position, you snatch the topic of her kids and then flip into problem-solving. And on Friday, March 1st I’m hosting my refashioned De-escalation Training in a webinar.

Airlines 263

Airlines Customer Service Call Center 263

Myra Golden Media

OCTOBER 15, 2018

I made a support call to a company yesterday because I was stuck in a loop on an application. Let me de-activate the phone number associated with your account, and we can add the number as a new number.” ” She did a quick de-activation, sent me a code, and in under 45 seconds, I was back into my application.

Surveys 198

Surveys Accountability Customer Experience 198

Fonolo

MAY 20, 2021

In fact, it’s an opportunity for agents to improve their skills and for a company to learn where they can improve their operations. Here, we’ll look at how to best handle escalations in a contact or call center to ensure your customer feels satisfied, and to learn more about how you can improve your company’s operations.

Contact Center 148

Contact Center Call Center Management Customer Service 148

Inbenta

DECEMBER 21, 2023

First Name * Last Name * Work Email Address * Country * United States Brasil Canada France Germany Japan Netherlands Spain United Kingdom Other Company Products Interested In Chatbot Messenger Search Knowledge Management Horizn Product Digital Demos What department do you work in? Webinar recording available in English only.

Chatbots 52

Chatbots Enterprise Contact Center Sales 52

Myra Golden Media

JULY 9, 2017

My boss, the executive vice president of the company, helped me prepare for the meeting. You need to notify both your insurance company and your rental car company. Your insurance company will go after the driver. When you do, you’ll create calm, de-escalate successfully, and be in control of the conversation.

Customer Care 196

Customer Care Management Call Center Customer Experience 196

Acquire BPO

MAY 18, 2021

Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP of People and Culture, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council. The organization brings together HR leaders to strengthen talent development, employee engagement and labor relations across CCAP’s BPO company members.

contact center associations 98

contact center associations Government Employee engagement Contact Center 98

aircall

MAY 18, 2022

Everyone at Aircall, irrespective of their origins, identity, background, and orientation, not only has a place in our company but a seat at the table—and the equal opportunities to develop and thrive. Just ask Helen Cheuck , our VP of HR, NA and Global DE&I Leader. EG: What inspired you to work in the DE&I space? .

Education 62

Education Employee engagement Accountability Management 62

Inbenta

OCTOBER 30, 2023

First Name * Last Name * Work Email Address * Country * United States Brasil Canada France Germany Japan Netherlands Spain United Kingdom Other Company Products Interested In Chatbot Messenger Search Knowledge Management Horizn Product Digital Demos What department do you work in? Webinar recording available in English only.

Chatbots 52

Chatbots Enterprise Contact Center Sales 52

Solvvy

APRIL 11, 2022

So how can we de-escalate angry customers? In a recent webinar , Aly Klidies , Marketing Manager at Solvvy, talks with Customer Experience Designer and Master De-escalation Instructor, Myra Golden , to discuss how customer service agents can bring down the temperature during tense conversations when customers’ feelings are running high.

Construction 91

Construction Wait times Chatbots Self service 91

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. All things being equal, the company that is easiest to do business with will win. This article takes the approach that too much convenience can de-humanize a company. Here are my top five picks from last week.

Customer Service 156

Customer Service Chatbots Customer Experience Personalization 156

ShepHyken

FEBRUARY 8, 2021

Fast Company) As we witnessed in the 2009 downturn, if companies react quickly and organize themselves well, there are many opportunities to be gained from this crisis. 4 Ways Customer Experience Will Change in 2021 by Inge De Bleecker. Next generation is the new generation in customer experience by Carlos Lopez-Abadia.

Customer Service 240

Customer Service B2B Chatbots Self service 240

ShepHyken

JULY 22, 2019

Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year. 4 Customer Experience Takeaways from Mary Meeker’s Internet Trends Report by Inge De Bleecker .

Customer Service 293

Customer Service Customer Care Marketing Customer Experience 293

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) It’s difficult to create a connection when the primary mode of communication between the company and the customer is digital. Customer service is about interactions between the company and the customer.

Customer Service 200

Customer Service Customer retention Marketing Sales 200

JivoChat

APRIL 26, 2023

In this article, we will explore the benefits of hiring developers from Brazil, the top cities and companies to consider, and important factors to keep in mind when choosing a developer. This can help companies save on development costs without compromising on quality. Recife: Recife is another city with a burgeoning tech scene.

outsourcing 75

outsourcing Technology Feedback Management 75

ShepHyken

DECEMBER 7, 2023

Take the example of TTEC, a global customer experience technology solutions company. Read Shep’s latest Forbes article: ChatGPT: The Digital Cyrano De Bergerac Of Modern Business Embracing remote work is an immediate lever for minimizing the environmental toll of customer service. Niraj Ranjan Rout is the Founder and CEO of Hiver.

Call Center 149

Call Center Transportation Upselling Education 149

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. CEO Leslie Cottenjé: “The coronavirus has placed the relationship between companies and their customers under a magnifying glass.

SaaS 98

SaaS B2B Feedback Enterprise 98

Myra Golden Media

JANUARY 23, 2018

This course focuses on de-escalation and putting you in control of the interaction. These seven comebacks are from my How to Handle Difficult Customers eLearning course.

Customer Service 254

Customer Service Personalization Management Customer Experience 254

Talkdesk

JUNE 17, 2020

Diversity, Equity and Inclusion (DE&I) are not just buzzwords anymore, they are crucial parts in the DNA of today’s organizations. Cultivation of initiatives centered around DE&I creates a culture of openness and mutual support that nurtures employees and facilitates innovation.

Management 64

Management 64

Help Scout

SEPTEMBER 16, 2021

A new crop of companies that specialize in brand-forward customer experience outsourcing for small teams has emerged in the past five years. Gone are the days that outsourcing was only accessible to companies that have 25 or 50 seats to fill. But that doesn’t mean that every outsourcing experience is a great one. The solution.

outsourcing 98

outsourcing Customer Service Business Process Outsourcing Average Handle Time 98

Fonolo

MARCH 9, 2023

Companies are constantly upgrading their technology and implementing programs to handle customer complaints. Reward customers for their feedback If you want your company to achieve zero customer complaints, you need to listen to your customers. A simple FAQ page is an excellent place for companies to start with oft-asked questions.

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

CSM Magazine

MARCH 25, 2024

Contact center agents are on the frontline of customer interactions, representing the face—or rather, the voice—of a company. Training and Boundaries Training for call center agents often includes how to manage difficult conversations and de-escalate conflicts. Many companies have zero-tolerance policies in this regard.

Scripts 52

Scripts Call Center Contact Center Customer Service 52