hi myra, i just start working in a call center. and listening this make me realize I could handle some situations in better ways. thank you so much. this is very helpful
Hi Myra. I'm so glad I found your videos. Call center training doesn't adequately cover framework and useful phrases - how to say, what to say - in given situations. So much effort is given to getting up to speed navigating the software and technology leaving much of controlling the call up to the person's own soft people skills. Generally, having good people skills isn't enough to meet the focus on call time - 3 minutes or less (mostly less) to find a sale item, upsell, verify information, all with empathy and care to create a "great customer experience."
Hi, Wanda. You're absolutely right. I do have a "What to Say" Guide that might be just what you're looking for: classroom.myragolden.com/opt-in-678e5ca3-6a64-4d8a-8f8a-f39163efe573
Hello Myra. I am new in my role but have a lot of experience in dealing with complaints. I learn a lot from you! Find you fantastic 👍 will 100% have a look at your workshops. You are super practical 👍
Hello Myra!! I have to thank you for letting us know about the course on LinkedIn. I took the course and I have all the certificates!! Thank you so much this is going to be a help on my new job.
Hey there! I'm glad you took advantage of the free courses on LinkedIn Learning and got your certificate. Yes, I believe your new skills will help you on your new job!
FANTASTIC STRATEGY :' I think for many situations i've come across where an individual is display overwhelming emotions, they just want some understanding and guidance assuming they are in a position to honestly de-escalate. most people are not looking to be angry or upset. NEGATIVE emotions take to much energy and time. having the knowledge to explain the motivation behind something or action and letting that other individual understand what WE KNOW is a great tactic ...
I have really learned so much from watching your videos. Not only that I enjoy them. I also us them as training tools for my staff. We have grown and developed as a unit because of them. So I want to THANK YOU!
Hi Myra! I learn a lot from you. Im a newbie in a call center industry. Hope you could have a discussion about flight concerns and how to deal with it. Thanks!:)
Hi! I'm already 3 videos in and I am hooked! How would you deescalate when you know the business practices are not in line with a positive customer experience or the information that is given to the customer is confusing, not clear, or could be misleading? I find myself often time dealing with angry customers, who are right in what they feel and what they are requesting.
That's a tough situation for sure. But, you can do this. Keep top of mind that your loyalty is to your company. Period. You have to uphold and defend the policies, never throwing your company under the bus. So, put on your smile, clothe yourself in gratitude for your job, and do what needs to be done.
Kia ora, I just found your videos and I am finding them extremely helpful. I work in a contact centre and I am looking forward to sharing your tips with my team
Thx 🙏 from very Beautiful McKinney in Dallas area very north of Dallas sister . I’m from Austin areas and live here now and would love ❤️ to have you over in the Dallas to learn more
Hola! Hello Myra! Greeting from Mexico, your videos are amazing. To understand and implement your method is becoming a turning point in my CSR experience. Gracias Myera!
@@terrawilliams9550 I can chat with you sometime, for sure. I wouldn't want to hijack Myra's comment thread :) If you're able to message me on this platform, please do- if not, my Gmail is my name (no spaces). Happy to help if I can!
Hello. This is my first time viewing your channel and I am a beginner in working at a customer service company. I hope this video helps me learn, understand and use helpful tips and tricks for these tough calls that may occur at work. :)
This works if you are able to do something about the situation. Can you do an example of this when the situation is that you can't do anything for the person.
Hi, thank you for this video. I'd would like to know if it's there a possibility you show us how to deliver bad news in telephone and medical insurance companies with some examples. Or get into those industries which are the most common in call center. Thank you in advance!!
Hi Myra, always a pleasure watching your videos! Would you please make a video focusing on email interactions? How to sound friendly and polite enough. This new app is gonna be launched in a month and it's all about family and parenting. It's harder to build rapport and connect in a non-real-time interaction.
Hi, there! I have a few videos about email interactions on this channel. Here are some links: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-v7B1zRIl9TE.html ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-UV6UCsrA-Fg.html ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-D7VS4XUP-Z4.html
This was great information. I am going to implement this with my team immediately. Do you have (can you do) something on how to end a call when the customer insists that you hold their hand through a process when you need to move on to the next call?
Hi Myra, I just recently got promoted to Assistant Property Manager (APM) at a community that is a lease up. I am always looking for ways to improve my skills in de-escalation. I would love to see if you are available to do any type of virtual meeting with my team. I would love to learn more as well!
Hi there! Thank you. I spend a lot of my time facilitating virtual de-escalation workshops. Here are details on my live digital training: classroom.myragolden.com/virtual
Yes, with tact, you can. I'd say, "It's my job to answer questions and support customers. Will you give me a chance to do that?" This statement psychologically nudges the customer to let you help. It won't work every time, but it will help you in many situations. The key is not to straight out say that a supervisor cannot help.
No need at all to feel embarrassed! My courses on LinkedIn Learning (four of the seven) are free through March 31, 2020. Here's a link: opportunity.linkedin.com/skills-for-in-demand-jobs/customer-service?trk=li-jobsindemand-customer-en
