Join Myra’s Inner Circle: Insights, Strategies, and Resources for Leaders Who Demand the Best.

Be the first to receive exclusive strategies, curated resources, and behind-the-scenes insights from Myra Golden—crafted for leaders who value excellence.

Get Your AHT Down Fast: 5 Proven Tactics for Calm, Productive Customer Interactions call control customer service de-escalation Aug 04, 2024

Have you ever felt like you're trapped in a never-ending phone call with a customer, desperately searching for a way to wrap things up without seeming rude? We've all been there, and it's especially challenging when you can't give the customer exactly what they want. But fear not! I've got some powe...

Continue Reading...
 
Revealed: Top Secrets for Gracefully Ending Impossible Customer Requests call center de-escalation customer service de-escalation how to handle difficult customers live chat best practices Jul 27, 2024

Let's face it: if we could always say "yes" to our customers, our jobs would be a breeze. But that's not the reality we live in. Sometimes, we have to give bad news, explain that there's no immediate solution, or can't meet a customer's expectations. So, how do we navigate these complex situations w...

Continue Reading...
The Psychology of 'No': How to End Calls and Calls and Live Chat When You Can't Give Customers What They Want how to handle difficult customers live chat best practices Jul 27, 2024

Have you ever found yourself in a tricky situation where you simply can't give a customer what they want? It's a common challenge in customer service, and it can leave even the most experienced professionals feeling stuck. But don't worry - I've got a powerful three-step framework that will help you...

Continue Reading...
 
Don't Let Demanding Customers Push Your Buttons: The Q-TIP Method for Stress-Free Customer Service how to handle difficult customers linkedin learning Jul 22, 2024

Ever felt like a punching bag after a tough customer interaction? You're not alone. Many of us in customer service find ourselves taking things personally when faced with difficult customers. It's a common challenge we can overcome with the right mindset and strategies.

It's a great sign that you c...

Continue Reading...
Transforming Customer Service: From Interrogations to Conversations - The Key to Bridging the Gap customer service call flow empathetic customer interactions friendly customer service telephone customer experience Jul 16, 2024

 

Ever feel like your customer calls sound more like interrogations than conversations? 🕵️‍♀️

 

I was reviewing some call recordings recently, and what struck me was how quickly the questions piled up - 7 questions fired off in a row! No wonder customers can feel put on the spot.

 

But there's ...

Continue Reading...
Have You Visited My YouTube Channel Lately? customer servcie training telephone skills training Jul 11, 2024

Hey, there! 👋 Looking for valuable insights on customer service, communication, and conflict resolution? Look no further! I'm excited to introduce you to my YouTube channel – a treasure trove of practical tips and strategies that can elevate your professional skills to the next level.

 

Key Reason...

Continue Reading...
Building Confidence to De-escalate (Even if you're a conflict-avoider like me) customer service de-escalation how to deliver bad news Jun 28, 2024

Have you ever found yourself avoiding a difficult conversation with a customer? Maybe you've put off delivering bad news, hoping the problem would magically resolve itself. If this sounds familiar, you're not alone. Many of us struggle with Mokitas - those uncomfortable truths we know but prefer not...

Continue Reading...
Delivering Exceptional Live Chat Support linkedin learning live chat best practices Jun 13, 2024

I'm really excited to let you know about my newest LinkedIn Learning Course - "Delivering Exceptional Live Chat Support: Drive Results and Loyalty." This course is designed to help customer service professionals and managers gain essential skills to excel in live chat interactions and build long-las...

Continue Reading...
7-Step Call Flow Strategy for Customer Service Calls call center telephone skills friendly customer service improving telephone skills smooth call transitions telephone customer experience telephone skills training Jun 09, 2024

In this video, you'll discover my proven 7-step call flow strategy to elevate your telephone customer experience. Say goodbye to awkward silences, abrupt interruptions, and frustrated callers. Instead, learn how to craft a warm, engaging, and empathetic interaction from start to finish.

Here's what...

Continue Reading...
 
Elevate Your Customer Service By Speaking In Complete Sentences building rapport with customers call center telephone skills May 28, 2024

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...

Continue Reading...
 
20 Ways to Say "No" to a Customer Without Saying the Word "No" May 05, 2024

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...
Continue Reading...
 
20 Phrases to Set Boundaries with Difficult Customers call center de-escalation customer service de-escalation de-escalation May 05, 2024

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...
Continue Reading...