How to Identify & Coach on the Most Effective Soft Skills
Myra Golden - Customer Service Training & eLearning
by myragolden
6d ago
Those with strong emotional intelligence deliver bad news confidently, control calls easily, and prevent escalation. This is why I teach empathy, connection, and listening.  Meet with me for a 45-minute discussion on how to coach your team to be more effective with soft skills.  Thursday, February 9th at 1 PM CT Make sure you reserve your spot now ..read more
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I Want You to Invest 3 Hours In Yourself This Week
Myra Golden - Customer Service Training & eLearning
by myragolden
1w ago
Every week, I invest 3 hours in myself. And I want you to do the same. Every week, I invest three uninterrupted hours in myself or my business. I do not respond to emails or perform any routine business tasks during this time. The focus is strictly on professional/personal development. I’m taking a LinkedIn Learning class today. I’ve used this block to read, craft new stories, brainstorm new content, and shop for advanced technology.  What about you? Are you intentionally developing yourself personally and professionally? Tell me about your rituals. I’m always looking for new ideas.&nb ..read more
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When you want to end a circular conversation with an upset customer, I want you to say:
Myra Golden - Customer Service Training & eLearning
by myragolden
2w ago
When you want to end a circular conversation with an upset customer, I want you to say: “We realize this is frustrating for you.” {Then explain why you can’t honor the request and offer the next steps.} Example: “We realize this is frustrating for you, and I’d like to explain. Not only is an unplanned stop not feasible with scheduling, but regulation also doesn’t allow it. We’re regulated by the State of Washington and the Utility Transportation Commission and must abide by planned routes. What we can do is pick up your recycling on June 19th.” “We won’t be able to _______.” Example ..read more
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Control calls with signposting!
Myra Golden - Customer Service Training & eLearning
by myragolden
3w ago
Happy New Year, friends! I’m coming to you live from my recording studio (where I’m recording courses for multiple clients) with one of my best tips for controlling calls with venting, friendly, or upset customers. The tip is signposting. It used to be difficult for me to wrap up coffee meetings and lunch dates.  Now, I signpost graceful, swift exits. Whenever I’m ready to leave, I pick up my phone, glance at it, and put it in my purse. After that, I’ll lean back in my chair to detach from the conversation.  Finally, I’ll say something like, “Jamille, what are your plans for ..read more
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How to Control Calls
Myra Golden - Customer Service Training & eLearning
by myragolden
1M ago
Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. In this course, I explain why customer calls get out of hand and introduce a simple process to get you back in control. Learn how to 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 actionable tips to turn long, problematic phone cal ..read more
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Welcome to My LinkedIn Learning classroom!
Myra Golden - Customer Service Training & eLearning
by myragolden
1M ago
Have you ever visited my LinkedIn Learning classroom? In this supportive, interactive digital classroom, I teach my students call control, de-escalation, rapport building, empathy, and more. If you already have a LinkedIn Learning subscription, you don’t pay anything for my training! You should check out my classroom. Head to my LinkedIn Learning portal and see the awesomeness for yourself! One of the best things about my LinkedIn Learning courses is that I co-produce the courses, write scripts for scenarios, and coach professional actors to play out my skits! It is the skits ..read more
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My Call Control Tactics Are Too Good Not to Share!
Myra Golden - Customer Service Training & eLearning
by myragolden
3M ago
Some things are just too good to be kept to yourself. That’s how I feel about my new webinar, 9 Tips to Politely Control Difficult Customer Calls. Between my “ask three closed-ended question tactic” and the “Topic Grab” approach, it’s meant to be shared! So here I am… sharing exactly what agents must do to control conversations. Meet me at my brand-new webinar: 9 Tips to Politely Control Difficult Customer Calls  Wednesday, November 16 at 2 pm EST Reserve your spot here ..read more
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9 Highly-Effective Tips to Politely Control Difficult Customer Calls – with Myra Golden
Myra Golden - Customer Service Training & eLearning
by myragolden
3M ago
Customer service calls can sometimes get out of control, especially in difficult situations when customers don’t immediately get their way. Unchecked, these upset and overly talkative customers can dominate the conversation, prolong the call, and take away employees’ time and energy from serving other customers and completing more valuable tasks. In these situations, utilizing practical call-control strategies can dramatically improve the effectiveness of your contact center team. *Free Webinar, Wednesday, November 16 at 2 pm EST* Join me for a special 60-minute webinar to learn why customer ..read more
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How to Celebrate Customer Service Week 2022 (3 Steps)
Myra Golden - Customer Service Training & eLearning
by myragolden
4M ago
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning! 1) Have a plan: use these themes for each day of the week to create your schedule: MONDAY, October 3 – Service Team Appreciation & Celebration  Let everyone know it’s National Customer Service Week! Have management, custom ..read more
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National Customer Service Week 2022!
Myra Golden - Customer Service Training & eLearning
by myragolden
4M ago
When was the last time you celebrated something? Whether it was recently or too long ago, prepare yourself because this is for you: National Customer Service Week! I know customer service pros are the bee’s knees, so I’m thrilled to be the returning keynote speaker of National Customer Service Week! Join me October 3-7, 2022, to celebrate! Grab your Celebration Guide, download logos, and meet me online daily for sessions! National Customer Service Week portal ..read more
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