What do you do when you can't give the customer what they want? 

Your insight and knowledge is helping me to not quit a job. Thank you!

You're a big help! When I worked call center we didn't get training like this. May your audience continually expand.

Absolutely love your videos I’m a new supervisor at an animal emergency hospital. These videos have been helping.

Thank you Myra!!!! You are a gem!

Hi Myra Ive been a CSA for a while and again working on my AHT. You are amazing thank you!!!

Great topic; thank you for addressing this, Myra!

I just love your videos, I am currently struggling with senior associates who take supervisor calls during this pandemic, and as. Team leader these videos are a great way to cascade the information down to them!!

Effective teaching method and practical tips Myra. Thanks!

I loved this. Thank you for your help and insight.

I love your videos! I am a Call Center Supervisor and these have been so helpful in my new agent Nesting groups for our new hires. Thank you so much and I will definitely be subscribing!

Thank you so much. I really appreciate your workshop, It really helps me a lot, specially I'm pretty new in this industry as a customer service representative. 😊

Myra you’re a genius! I just applied the priming technique and can’t wait how the client reacts! I’ll let you know. Thank goodness you’re here :)

Thank you Myra. This is my first time working in customer service. I have learned about myself and response patterns.( work in progress) Your videos have been helpful. They are in my personal development tool box.

Thanks even you're busy you took the time to bring this amazing topic for us

Hello, Myra! I hope you read this. I just want to say thank you so much for creating these videos. In the past, I dreaded the idea of taking calls because the customers get so mad at me. I am still inexperienced with the BPO industry and English isn't really my first language. But I want to help my customers to the best of my ability. It just happens that our training only includes the product training which is three weeks and three days. Not to mention that we're not allowed to use tools and do navigation while we're at the training. We do that during nesting which kinda sucks btw. Familiarization with the culture and the techniques about call handling was taught but not in-depth. Comparing myself before and now, I look forward to work and getting more calls for me to apply the techniques you shared. I actually did the delivering bad news to the customer. Of course some aren't too happy with what I have said, but I mentioned to them that although they may not like the news, at least it will save them away from problems in the future. Honesty and customer experience goes a long way to customer retention. I managed to save ten from cancelling by offering them good deals but I also told them the "catch" that comes with the deals. Notepadding technique is something that I would like to add as well. Because some customers tend to do selective hearing. So I ask them to get a pen and paper to list the important points that I share. And then I check their understanding if they still have questions about the plan or the bill they're going to receive. So when they receive their bill, they're not going to be surprised. I'm in the production floor for just a month and I encountered customers who are insistent on getting what they want, even though it's beyond policy, some are chatty, I also have difficult time dealing with Karens who are a bit racist. But nevertheless, I was able to solve their problems and in the end they're the ones apologizing for their rudeness. Thanks again for posting these videos. I felt like even though I only watch you on screen I remember your tips vividly that whenever a call comes in I know how to handle it effectively without sacrificing my AHT. My dream one day is to become a fraud analyst. I know the struggles that I need to pass before I get there. I also shared your videos with my other colleagues and they found your tips truly life saving. So cheers, Myra! Love from the Philippines!

Hi. Thank you for this. ❤️❤️❤️

Thank you from uk. Your videos are really helpful and relevant to me

HELLO! Love your resources!

Watching always.

Hi Miss Myra 🤗 you are my daily dose of learning before going to work 🥰 please post more videos to help us conquer our customers 🤗 here from Philippines 🇵🇭

You are brilliant. I just got a promotion and have to take escalated calls now. I have left work early, lost sleep, and cried multiple times out of worry and frustration with these calls. I was already applying for other jobs, I was really ready to quit. Having these tools is going to help me immensely. Thank you ❤️

Thank you Myra! I'm currenty under training and it has been so dreadful to think that i'll be dealing with their rejection in live calls.

Thank you, Myra. Newbie follower from Alaska.

Hello Myra thank you for making this video 😁❤

Thank you for sharing this :)

Nice one myra

I love your videos Myra, Will try to apply this as a contact center customer service of a Car Rental company 🚗🚗 .I usually encounter a concern which client don't agree with the resolution, however it is a policy that needs to follow.

Hi i am a new CRS ..and ur vedios are used on my training.. i am very happy i found your channel here in youtube so i can still be learning a lot... i love your vedios very much

Hi Myra! Nice I have seen your channel! It helped me a lot, have used them all the time, acknowledging them if they're upset, and of course, they worked! I hope you can make a video next time, how to build rapport to customers or even to angry ones, esp when they know that you are not "one of them" or simply not an American. I hope you get lots of subscribers bec all ur contents are amazing!

Hi! 😊 I'm looking to improve myself as a leader/problem solver at work. I think I found the right videos. Thanks!

Hello this is my first time viewing your RU-vid page. Thanks for sharing.

Your tutorials have helpe me a lot

This is really helpful.. thank you

Hi Myra!!! Love your videos

you are too good mam, explain amazingly.

I work in healthcare and what she says about people apologizing in the medical field is so true. People just want someone to accept responsibility for the action.

Good evening Myra!

Hi and thank you

Hi myra golden I'm jho from Philippines Customer care representative of Overstock .. I love your videos Thank you for sharing your knowledge about Customer service I just keep learning thank you

Hi this is my first time coment but you been helped me a lot thank you so much

😊 ty

Hi, you are amazing. I was about to quit because I feel like I’m being micromanaged. I’m going to try your tips .

Thank you so much for touching on this topic! How do I make sure to be empathetic and assertive (letting the patron know I want to help) while still not guaranteeing to the patron that their request will be approved?

hi it's my first time here ☺️☺️☺️..ready to learn more 🥰

What do you do when they do not understand the explanations? I work at retention, recently started, and I had this very difficult customer, not because of her attitude, she wasn't hostile, but she was so stubborn. She enrolled on a warranty but she never cancelled the warranty. In her mind, she enrolled for only one year, and claimed that she never agreed to renewals even though the terms and conditions of her contract specify it. I mean, it's a subscription, for the love of God, of course it is going to renew if not cancelled, anyways. She wanted a reimbursement of the entire year which of course, was not possible. I educated her about the warranty, offered a few optional solutions. But she kept insisting and insisting with the reimbursement. After 47 minutes or so, I sent her to my supervisor and he told her exactly the same, because it's obvious, and she was mad, she cancelled and wanted to sue the company. Of course there's nothing she can do... But I wasted nearly one hour with this customer, going back and forward, completely pointless...how do I deal with those situations to just end it faster?

Hello! I'm running through ur videos

Hi watching from philippines. I loved all your videos

Hi..i liked watching all of your video's.

Hi Myra, nice to meet you.

Watching from the Philippines 😊

Hello,there Am listening to you from Haiti

great content Myra! do you have any tips on reducing AHT? that would be very interesting

Hi !i'm your new subscriber here.

I had a customer that burnt through over an hour of my time about a backorder. We apologized, did empathy, gave him a discount and still he was going on and on about how terrible of a company we are. The product we had that worked with another product that he bought from someone else... was on back order.. he was demanding that we either buy back this other product from someone else, or that we pay for a rental unit for him to finish his yard work... It just makes me think... what the heck was this person doing with his yard BEFORE he decided to place an order with us? A very unreasonable person. It was to the point where I just had to keep saying no until he gave up and got off of the phone. I hate people lol.

Thank you. I guess I will not quit my job after all.

Hi Myra❣

Hi myra im new in your channel im working as a customer service representative watching your tips in customer representative

Thank you Ms. Myra Golden I am a new subscriber. Big follower, always acertive with yours videos. They had become a great guiding tool. I appreciate your time and effort.

Hi Myra!

👋

👋🏻

I have a question? What to do when you identify a customer need and his need not existing at the time ? And how you will act ?

Good Day, i would like to know how get better results on the survey, how make the customers score better the agents at the end of every call

Do you have any de sculations classes for an individual person to take?

What do you say to a customer when they purchase something and they think it is too expensive before they even have purchased it

😍😍😍😍

Hellooo❤

I have to work on my empathy

Hi!

hi

Hello

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hi Myra

Hello😊

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Hai

Hiii

HELLO'

👋👋👋👋👋💜💜💜👍👣

Hye

Not all of the times is it a service failure. A lot of customers lie in the hotel industry to get compensation. Sometimes they're obvious like when nothing is reported until checknout or even a month later. I tell them the claims weren't validated and reported and we weren't given a chance to resolve the issue. Not everyone is honest. You haven't done a video on that. Lots of customers are liars and scammers.

Wooow this huuuuuuuuuuuuuuuge and very helpful 🙇‍♀️🙇‍♀️🙇‍♀️ I will really appreciate if you be my WhatsApp teacher 🙏🙏🙏

Hellooo❤

Hi

Hello

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Hello

Hello

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hi