Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone to build rapport and delight customers. You can do four things in chat interactions, starting today, to make them more human.
A participant in a workshop this week asked,
“Should I tell the customer to have a good day after giving them bad news?”
SMART question!
While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be gen
...
Some of you know my undergrad degree is in Psychology. I taught college psych for several years before jumping into the customer service space.
I apply psychological principles to all my work in de-escalation and call control.Â
In last week’s super-fantastic 4-day De-escalation Academy, I taug
...
Whether you work in sales, customer service, or collections, agents must present strong emotional intelligence skills to make the most of each conversation and achieve t
...
Yesterday I held a live Q&A on YouTube, which was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver.Â
Watch the replay to hear my answers to the following:
4:04: Can you an...
Â
Don’t assume you understand what the customer is saying. Just ask the customer what they mean. Like this:
“You’re asking me how your employee...
Several people have written in looking for help to improve the friendliness factor in phone calls. They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy.
So what makes a person sound fri
...
 “HI MYRA. WHAT ADVICE CAN YOU SHARE ABOUT BEST PRACTICES FOR RESPONDING TO A CUSTOMER’S COMPLAINT OVER EMAIL?”
–ALBERT
Myra’s Answer
Hi Albert. Every email that goes out from your customer service team has your company’s brand in the signature line, it puts your corporate reputation on the...
For customer service representatives, empathy is one of the most important skills to have. Empathy enables us to connect with our customers and understand their needs, feelings, and concerns.
In this article, I will share with you the importance of empathy in customer service, examples of empathy s...
Delivering bad news to your customers may be one of the most challenging tasks you will face. Giving bad news can be stressful, whether it's a delayed shipment, a service outage, or explaining that we no longer offer telehealth doctor's appointments now that COVID has passed.
However, you can signi...
Be the first to receive exclusive strategies, curated resources, and behind-the-scenes insights from Myra Golden—crafted for leaders who value excellence.
Get started today before this once in a lifetime opportunity expires.
