How to Disrupt Your Competition


Your customers want your product to meet their expectations. Your customers also expect to receive a positive customer service experience. Everyone is striving to create a good experience, at every level. How can you stand out?

How to Be a Better Retail Customer During the Holidays

Steve DiGioia

Time to share a meal with great company, whether family, friends, or coworkers. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves. Click To Tweet.

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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? 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. Making your answer the final answer comes down to two things.

When You’re Responding to a Complaint Over Chat, Text or Social Media, Your Reply Must Do These 3 Things

Myra Golden Media

Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. In the first sentence of a letter, an airline said to customers, “We are sorry and embarrassed.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

This Is What You Say When a Customer Cusses At You

Myra Golden Media

But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. It isn’t possible for me to help while listening to that language.

Three Simple (But Important) Things To Remember About Giving Bad News To Customers

Myra Golden Media

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final.

3 Ideas to Help Customer Service Employees Work Through Burnout

Myra Golden Media

Guilt was my first response to burnout. How dare I feel bored, dis-interested and un-creative. So many people would be happy to be where I am; I should be grateful. Don’t allow customer service employees to spend more than 80% of their time on the phones.

How to Transform the Customer Experience


Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. The secret of the game is to make it easy and frictionless.”. Again, Amazon comes to mind.

How to Measure Customer Satisfaction With CSAT


Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. When to use CSAT.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

How to Reduce Friction


The other day I was interviewed and asked, “How does one get started?”. My flippant answer could have been, “Read the book and find out,” but instead I gave an answer that was simple and applicable to any type and any size business. It’s where you want to start.

How to Tell Customers What They Don’t Want to Hear In a Chat

Myra Golden Media

I’d bought something for my Dad and had it shipped directly to his home. So I reached out over chat, and this is what I was told: “We are constantly looking for the best prices to offer our customers, and that sometimes means a lower price is featured.

Delivering Bad News to a Customer

Myra Golden Media

My course, “Delivering Bad News to a Customer” for and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. Being open to additional questions.

How to Manage Like a Great Movie Director

Steve DiGioia

Now children, we are going to have free time. Each of you will be able to do whatever you want until class is over” said the teacher. Adaptability is rampant to suit the client’s wishes/needs. And the bosses want to be a “friend” to their subordinates.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience

20 Things to Say to Regain Control with Challenging Customers (Free Packet)

Myra Golden Media

How to Respond to the Yelling or Cursing Customer – Plus More Diplomatic Phrases to Help You Regain Control in 9 Common Situations with Difficult Customers. Customer Experience Design Difficult Customers How to deal with Difficult Customers How to Talk to Customers

The Customer Is Angry – And, It’s Not Your Fault


You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you. Imagine this.

Get Over It and Move On


Make you irritable and not pleasant to be around. They went all the way to Game Seven. For those that don’t know, all the Stanley Cup games leading up to and including the finals are played as a best of seven series. The first team to score in overtime wins the game.

5 Top Customer Service Articles for the Week of August 26, 2019


I have added my comment about each article and would like to hear what you think too. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it?

Artificial Intelligence in Cloud-Based Solutions

Speaker: Rick Nucci, Co-Founder & CEO of Guru

With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. How to leverage AI to drive cloud-based solutions in contact centers.

How to Deal with Rude Customers: Strategies & Tips

REVE Chat Blog

How to deal with rude customers? The receiving end of a tirade is not a happy place to be, especially when the situation isn’t your fault. It is also challenging to handle customers effectively who are upset due to bad experience with your business.

4 Things Your Support Team Should Do In Chat

Myra Golden Media

First, I want to deliver a fast and complete support experience. Meaning, I want to answer the customer’s questions and solve any issues. That means, customers shouldn’t have to escalate to get help, they shouldn’t have to move to a call or email, and delays should be minimal.

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. Relay that you understand how the customer feels.

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. Taking a few seconds to create rapport makes interactions much smoother and more pleasant.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

3 Expert Tips to Pre-empt an Escalation with a Customer

Myra Golden Media

I remember being a new manager preparing to deliver bad news to a group of executives. You go in there and answer their every question, before they even have a chance to ask you anything. Three weeks later, I delivered the dim news to a group of 68 executives, all men.

How to Tell if Your Favorite Brand Monitors Social Media

Steve DiGioia

Do you reach out on social media to the businesses you purchase from? Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not! So, how do you tell if your favorite brand monitors social media?

Three Ways To Fix the Escalation Problem

Myra Golden Media

It’s time to fix the escalation problem. Here are three ways you can prepare your employees to de-escalate so you can take a little stress out of everybody’s life. See How Much It Costs You To Resolve Most Customer Issues. De-escalation How to De Escalate

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

Myra Golden Media

I’m sharing three tactics from my handling demanding customers workshops to help you assertively (and politely) control challenging interactions with customers. What my employee was doing, certainly without realizing it, was priming customers to escalate up to a supervisor.

Game On! Using Gamification to Increase Performance and Employee Retention

Speaker: Casey Kostecka, Convergent

Have you considered implementing gamification in your center but need additional insight and information on how to make it successful? Join us as we discuss Convergent's gamification experience, actual metric improvement results, and ROI data.

4 Secrets About Human Tone In Chat That Nobody Will Tell You

Myra Golden Media

Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. I have my clients do four things in chat interactions to make them more human. We’re always glad to help.”

How to Market Yourself

Beyond Philosophy

We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. In other words, marketing your Customer Experience has given you everything you need to know about selling yourself. Marketing Yourself.

How to Distribute Surveys to Get Quality Responses


Even though creating an online survey nowadays is much easier than in the past, that’s not to say all aspects of surveys are easy. The distribution plan for your online surveys should put your existing outlets and channels to use while focusing on the goals you’re trying to accomplish.

5 Top Customer Service Articles for the Week of December 3, 2018


I have added my comment about each article and would like to hear what you think too. How the leader in the cockpit builds a brand by Alaina Love. My Comment: While this article’s title claims to focus on the retail industry, the four tips in this article could apply to any industry.

Customers Are Irrational!

Speaker: Colin Shaw, Founder & CEO, Beyond Philosophy

To move your Customer Experience to the next level you need to move your thinking to the next level. By the end of this webinar, you will know: How to move your Customer experience to the next level. How to design into your Customer Experience.

How To Manage Expectations

Beyond Philosophy

A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. How could she be early for a flight that was taking longer? If I don’t land until 2:30, I’ll feel stressed about getting to my 3:30 p.m.

5 Little Tricks To Get Customers To Accept Your Word As Final

Myra Golden Media

If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. Of course, I didn’t want to pay it.

How to Dial South Africa from the United States


Request Demo Talk to an Expert Contact Us For many customers, calling a business abroad can be difficult. This is why we often provide quick reference guides on how to dial certain telephone numbers… The post How to Dial South Africa from the United States appeared first on AVOXI.


Do This Instead of Worrying About a Good NPS Score

Steve DiGioia

does your Net Promoter Score tell you enough to make a difference? I’ll get to that in a moment but first, some background. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

By the end of this webinar, you will know: How to reduce friction in your customer interactions. How to use subscription models to provide convenience. How to leverage cutting edge technology to make your customers' lives easier.