Actually Useful Telephone Advice 

Besides being incredibly helpful, these videos inspire me to keep getting better. You're delightful, Myra. Thank you.

The word "frustrated" also takes the blame off the customer and keeps them from getting defensive. From their point of view of course they are frustrated! They are dealing with a frustrating situation! Frustration is a transient emotion that we all feel when dealing with frustrating issues. Angry makes it sound like they are just an angry person and no one likes being thought of that way.

Every time I watched your videos I always learned new things. Hope you can make videos for agents to increase NPS or a better way to respond to frustrated cx for constant outages in their area.

I also missed you Mayra, you are such a great mentor.

That's all right Mayra, you helped so many agents.

Myra you're one the best I ever witness in this field. Thank you for your expertise.

🥰 Mabuhay ka @MyraGolden! 🇵🇭

Thank you Myra I found it very useful specially for me which English is my second language. That's what I need.

Thank you, very useful in my work 🌻🤗😊

I need to get my average call time down to 6 minutes, and my current time is between 8-10 minutes. What can I do? How can I develop phrases to be more concise? I work in a call centre for a courier service so it's mostly 'wheres my parcel' or 'I didn't get my parcel' 'drive didn't even attempt delivery' etc. My habits are that I over explain, and I have a mental delay when people are talking to me. SO I basically need to get down from 800 aht to 440 aht. and I have a week to do so, is there something you can recommend?

Does anyone have a problem ending the call? I'm finding myself overwhelmed at the multiple back and forth byes and blessings and holiday wishes and find myself thinking we've done our ty and bye.. and then accidentally hanging up on people not yet done speaking.

hello, can you make a video about live chats? It would be a great help, thank you in advance. Great videos, excelletn content.

Hi Myra 💜

I also really felt bad that the terms of use is a non refundable and our decision is final refund is not an option then customer said I'm gonna sue your company. I'm gonna file a dispute charges to my credit card how would you respond to that 😁