Before you explain the policy…
Before you pull up the account…
Before you “solve the issue”…

The most important thing you can do is connect.

And that connection?
It starts in the first few seconds—with your tone, your words, and the emotional energy you bring to the conversation.

Whether you’re c...

Have you ever found yourself in a conversation where you're constantly interrupting or talking over the other person? It's a common habit, especially in high-pressure customer service situations. But here's the thing: interrupting your customers is like slamming on the brakes in the middle of a busy...

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...

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...

This clip is from a customized video training for a fabulous client. To learn how to work with me for a custom 30-minute video training project, visit me here!

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...

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...

People will forget what you said.
People will forget what you did.
But people will never forget how you made them feel.

Maya Angelou said that.

You can create rapport with customers and even preempt escalations using the right words and tone. The wrong words or attitude puts customers on the defensi...

Welcome to the call center customer service world, where every interaction matters, and building solid customer connections is the key to success. In this blog post, we'll explore the various techniques and strategies that can help you achieve exceptional call center customer service by establishing...