Speak in complete sentences with your customers from Building Rapport with Customers by Myra Golden

Have you ever talked with a customer service person that went something like this?

The Agent says: Date of birth? Last name? Zip code? 

A lot of customer service reps ask questions this...

You already know customers hate to hear the word 'no." Here are 20 alternative ways to say no to a customer without using the word 'no.' These options are assertive, confident, and professional:

1. I'm afraid that won't be possible.
2. Let me offer an alternative solution.
3. I'm sorry, that's not somet...

Dealing with difficult customers who use profanity or make racist remarks requires clear and assertive communication. Here are 20 professional phrases I share in my de-escalation workshops to help you set boundaries effectively:

1. "I must insist on respectful communication during our interaction...

So, you want to know what to say if a customer targets you with microaggressions.

In this article, I'll explain microaggressions and give examples of different types. I'll also show you exactly how to set a boundary for how you'll be treated and give you exactly what to say.

Let's start with...

Recently, I had to practice what I teach. 

My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the globe. But something went wrong. Instead of getting our standard welcome email with login details, each of the 51 employees was bom...

Our brains tend to constrict when faced with demanding, difficult or desperate customers, and we have fewer options available. When faced with conflict, our brains go into flight, fight, or freeze mode. 

I'm sure you've heard of the flight, flight, freeze response. Here's how the flight/fight/fr...

Expert Tips for Effectively Handling Live Chats and Bringing Them to a Close, Even When You Can't Provide the Desired Solution

If you could always give customers what they want, your job would be easy. But, sometimes, there is no solution or no solution at the moment. So, how do you move your conve...

I just wrapped up filming two exciting courses at the LinkedIn Learning headquarters, and I couldn't wait to share the behind-the-scenes scoop with you all! 💫

First off, a huge shoutout to the incredibly talented makeup artist Tania Russell for working her magic and making me camera-ready! Seriousl...

Building rapport and demonstrating empathy are fundamental skills that set exceptional customer service representatives apart. Let me help you rock the customer experience by giving your employees the exact skillset they need to make personal, emotional connections with customers.

When you focus on...

The short answer is no. You should not fear AI will take your contact center job.

I like to think of AI to Contact Center jobs as the GPS is to driving.

A GPS can navigate your journey, telling you when to expect a toll, re-routing when there's construction or a traffic jam, and telling y...

Customer service representatives often encounter challenging and confrontational customer behaviors. Among these, baiting behaviors stand out as particularly challenging. In these situations, customers try to provoke, frustrate, or elicit negative reactions from you. If you want to avoid getting suc...

"It's not what you say. It's how you say it."

You've probably heard this before. It's from the Mehrabian study, which says

• 7% of meaning in the words that are spoken.
• 38% of the meaning is through the person's vocal tone.
• 55% of meaning is in facial expression.

Well, I'm contradicting...