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...

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As a former Kmart associate and call center manager, I have encountered my fair share of difficult customers. From angry phone calls to in-person interactions, it can be challenging to de-escalate a situation and provide a positive customer experience. However, it is crucial to understand the import...

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q&A:

"I have a question for Ms. Myra Golden. "How would we be able to handle a situation when we know or suspect that customers are experiencing mental illness?"

Learners in my De-esc...

Here's a smart question from Trisha, one of my email subscribers.

I work with a team that provides email support. I have seen a trend that I'm not sure how to address.

When de-escalating through email, they often apologize two to four times within a single interaction. Sometimes they will add in a...

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...

As someone who has designed training call centers for 22 years, I've learned that efficiency is key to success. One of the most important metrics in this industry is Average Handle Time (AHT), which measures the average duration of a call from start to finish. Reducing AHT is essential for meeting c...

To politely control calls, ask your caller three closed-ended questions, back-to-back. I learned this tactic from a former trainer of law enforcement. The Trainer helped police officers assert their authority and maintain control by having them ask people three questions during traffic stops.

Watch...

Curious about the ingredients in my workshops? A pinch of engagement, a dash of customization, and a whole lot of psychological tactics that build confidence for delivering bad news, controlling conversations, and de-escalating... Voila! You have the recipe for the perfect customer service workshop!...