Myra Golden Media

Our Online Customer Service Training Can Ease Your Pain!

Myra Golden Media

Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Read outlines and sample now. Customer Experience Design

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked)

Myra Golden Media

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked). When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want.

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VIRTUAL CUSTOMER SERVICE WORKSHOPS

Myra Golden Media

Keep remote employees’ skills sharp with our customized, engaging, live virtual training. We start with a video conference to learn about your challenges and goals.

Covid-19 Mask Sewing Kits

Myra Golden Media

Are you interested in making and donating masks for Covid-19? Here are some resources to get you started. link]. link]. Customer Experience Design

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

3 Quick Tips for the Things That Will Go Wrong with Remote Workers

Myra Golden Media

In 1999 everybody was worried about Y2K. Will our computers boot up? Can we pay our employees? Will cars start? Do we have enough toilet paper?

Leading virtual meetings

Myra Golden Media

With Covid-19, most meetings will be virtual. Learn how to make your virtual meetings productive and engaging in this short course. Customer Experience Design

COVID-19: At-Home Customer Service Classes (MyraGolden.com & LinkedIn Learning)

Myra Golden Media

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.

The Fastest Way to De-escalate Is To Use Your Customer’s Last 3 Words

Myra Golden Media

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood.

This Is How You Get Customers To Accept Your Word As Final

Myra Golden Media

Do you find it difficult to get customers to accept your word as final? Like, do they just come back and ask their question another way. Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

How to Get Angry, Irate or Unreasonable Customers to Back Down (3 Steps)

Myra Golden Media

Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you.

This is How to Ask Your Customer Questions

Myra Golden Media

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. But, often a series of questions can sound like an interview.

What’s Your Customer’s Panic Question?

Myra Golden Media

After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. Mom called me frantic, “He’s so weak, I have no idea how I’ll get your dad into the car to take him to rehab.”.

Master The Skills Of De-escalation While Your Agents Work From Home with our 30-Minute Online Class

Myra Golden Media

My first job was at Kmart. I was 16. One night I stood less than two feet away from an angry customer who slapped my co-worker during a Blue-light Special. Kmart showed me how quickly situations can escalate, and in a lot of ways, my work in retail taught me what not to do in intense interactions.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Simple Guidance for Building Rapport with Customers When You Have to Give Them Bad News

Myra Golden Media

When you can’t tell your customer exactly what they want to hear, maintaining a sense of rapport can be challenging. But it’s possible to give your customer lousy news with empathy and a positive slant.

3 Useful Tips for Talking to An Employee About a Problem

Myra Golden Media

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.

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10 Takeaways Your Employees Get From My Telephone Skills Online Training

Myra Golden Media

Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.” ” That point right there – people will never forget how you made them feel – is why we created this course.

4 Things Your Support Team Should Do In Chat

Myra Golden Media

I’ve designed start-up chat support for banks, libraries, consulting companies, medical practices, and contact centers. When I set up a chat platform for my clients, I have two goals. First, I want to deliver a fast and complete support experience.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

How to Boost Your Quality Monitoring with Calibration – And Why You Must

Myra Golden Media

When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. Six years later my teenage son, now 16, pointed out, “You guys owe me a new room.

Enhance Your De-escalation Skills On Your Lunch Break – 30-minute training with knowledge checks and simulations

Myra Golden Media

How to Handle Difficult Customers. with a focus on de-escalation). 30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions.

3 Things to Know Before You Talk to Your Next Challenging Customer

Myra Golden Media

You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news.

This Will Be the Year of (Really) Building Rapport with Customers

Myra Golden Media

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Now I didn’t always do this.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Three Ways To Fix the Escalation Problem

Myra Golden Media

Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem.

4 Things I Learned From Taking My Daughter to Work With Me at LinkedIn Learning

Myra Golden Media

For three years, my 19-year-old College Daughter has worked for my company as a Studio Tech. Lauren’s the genius behind our studio setup, teleprompter, camera, and audio. She also assembles workbooks and advises me on all things Millennial and Gen Y.

How to De-escalate Using the Snatch and Flip Technique

Myra Golden Media

When your customer furiously tears in, not letting you pinch in so much as “um hmmm,” regain control using the Snatch and Flip technique. Here’s what you do. Listen (Try to be fully present, listening without annoyance.). Identify the subject that has hacked the customer off.

4 Things Every Employee Needs to Consider with Vacation Time

Myra Golden Media

Today I delivered a customer service workshop in Chicago. When we broke for lunch, three of the attendees invited me to a vegan bistro. Of course, I was thrilled to join them! Over lunch, one of the ladies told me, “I almost never take my vacation time.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The Reason Your Employees Can’t De-escalate

Myra Golden Media

Everybody thinks to train employees on the company’s applications and products and to give them basic phone skills.

How to Prepare Your Employees to Get An Angry Customer to Back Down

Myra Golden Media

Imagine your newest and most timid employee’s next call is from an irate customer. The customer is ranting so loudly that the person across from her can hear his voice. But your employee is calm and confident. She’s saying things like, “Umm…hmm,” “I see….”

Most People Don’t Get That They Have Internal Customers

Myra Golden Media

I don’t think that most people get that there are only two functions in a company. You’re either serving customers, or you’re serving someone who serves customers. There aren’t any other roles in business, as far as I’m concerned.

You can expect a rise in customer frustration and significant increases in escalations to supervisors right now. Here's help.

Myra Golden Media

My roller bag is stowed away like winter sweaters. But the work continues. This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times. Today I’m sharing with you the guidance I’m giving my clients right now, in these intense times with customers. You can expect a rise in customer frustration and significant increases in escalations to supervisors.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

The Truth About Transitioning From Employee To Supervisor

Myra Golden Media

Your communication ability, leadership strengths, ambition, and people skills got you this promotion. Now comes the hard part – dealing with conflict, giving feedback, toxic employees, and managing your time.