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Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer serv...

I recently listened to a sample of recorded calls for a client. I do this a lot before delivering workshops for companies so I can see how employees handle customer calls. 

When I listened to these calls, I heard lots of interruptions. The employees should have let customers finish their sentenc...

I'm in San Diego this week to facilitate a workshop on de-escalation for customer service for Liberty Military Housing at Your Service Call Center. My de-escalation training has evolved into an inspirational focus on building confidence and assertiveness to make your word the final answer.

Stories,...

I got bad news from a company, and it was delivered over email. I’m going to share with you the actual email I received, but I’ll leave out any identifying information.

The subject of the email read “Reward Points Denied.”

Dear Myra,

I regret to inform you that your request for Reward point...

On a morning walk with my good friend, I mentioned that I wanted to put in wood flooring. My friend told me that her friend recently had a contractor install wood floors in her home and that she was happy with the job.

I visited this person's home and was impressed with the flooring. Three month...

Welcome to this exploration of customer service culture. When we talk about customer service culture, we're referring to a company-wide ethos that prioritizes the needs and expectations of customers at every turn. This isn't about one department or a few dedicated individuals; it's about infusing th...

Working in customer service, especially in a live chat environment, you will encounter angry customers. These interactions can be challenging and emotionally draining. However, it's essential to remember that customers' anger does not reflect your worth; instead, it's a signal that something in thei...

Date of birth? 

Last name? 

Zip code? 

Have you ever had a conversation with a customer service person that went something like that?

A lot of people ask questions this way. The problem with talking in little bytes is it sounds robotic. And it's hard to create rapport with customers if you...

When your customer is ranting, explaining, venting, and you're at a loss for how to take the reins from them and move the call forward, try the 3-step Snatch & Flip approach.

1. Listen to grasp the problem the customer is explaining.
2. Try to identify the thing that is most upsetting to your custo...

No matter how much we wish we could, we can only sometimes resolve every customer's problem. We might not have the answers. Sometimes, we have trouble understanding what the customer wants. Communication can be a barrier. The great news is that we can significantly impact how our customers perceive ...

Good negotiators have mastered the skill of pacing others. They mirror the verbal expression or body language of the person they're talking to, and this pacing helps them create rapport and puts them in the best position to influence the outcome. 

You can use pacing to influence the outcome of inte...