When the members get upset I tend to take it personally, I speak faster, it is obvious I get nervous and I provide poor service and just want to run out of the situation
Did this ever happen? Which video bc this is what I struggle with most as well. Loving all the tips to care for customers but would like to see some on ways to care for selves while caring for customers.
My job isn't customer service, but I will be serving families. I feel like I will be much more confident as I continue to watch your videos. I'm happy I found your channel. Thank you so much! 😊
Wonderful information unusual long winded, talkative needy customers who are energy vampires who demand taking up your time even though I have properly, politely assisted them with their inquiry.. challenging... Thank you.
Had a challenging continuous talking customer who I would repeat the same information and she would ask it over and over and over? I even rephrased in a polite manner the information she was looking for and she still continued to ask me over and over the same question .... 🤗
You definitely had a demanding customer. She tried to get the answer she wanted by wearing you down through repetition. Yes, I can certainly address this in a video.
I find offering to send them the information by email helps with this & enables you to close the call. Links to info on your own company website or other reputable sources is better than your own statement (as you're less likely to be in trouble if the info isn't correct and your company's indemnity insurance might not cover written advice).
You're welcome! Thanks for your request for a video on sales. My co-author is a sales guru, and I will work with him to get some relevant strategies to share here.
I have been working with Customers over the phone and in person for about 40 years. I have worked in several Escalation teams for large organizations and your content is the best articulation of De-escalation I have found.
When a customer gets angry or raises their voice at me when I've been nothing but polite and calm to them I tend to shutdown in a state of confusion. It's like what did I just say to elicit that response and the rest of the call is like walking on eggshells.
I now you already did this challenge, but I want to add my thoughts. My (our) challenge are two fold. Managers who don't back us up and Corporate who allow their entitled customers to have/do whatever they want. I've worked for Amazon, Hilton and Marriott and those guests/customers feel soooo entitled, it doesn't matter how many times you are assertive, either the manager or Corporate will tell you to "give them whatever they want' (Amazon LEGIT told my TM "Give the customer whatever the #&#* they want, just make them happy). How do you deal with that?
Hello Myra. I’m so happy to have found you! I have worked as a CSR for over 25 years but I’ve gained so much knowledge listening to your videos and your scripts are key and so helpful! I couldn’t believe how many questions you answered for me without me asking!! What I would like to hear you cover is how to handle a customer who’s power will be shut off for public, employee, and 1st responders safety?
Hi, Anna. Thanks for sharing your reaction with me. Your feedback made my day! Here's how I'd respond to the customer who's power will be shut off for the public, employee, and first responders safe. Recognize the customer's concern in one sincere sentence: "We know our scheduled power will be inconvenient for customers." Positively position the outage: "We turn the power off to _______(precise reason, i.e., prevent wildfires, protect first responders, keep communities safe)." Give tips on how to manage during the outage: Share any tips your utility has prepared. For example, how can customers stay online for remote work and school from home (Perhaps suggest getting the hotspot feature on a cellphone, etc.) Put together; it will look like this: "We know our scheduled power will be inconvenient for customers. We turn the power off to _______(precise reason, i.e., prevent wildfires, protect first responders, keep communities safe). Our customers have found helpful in continuing remote work and virtual learning during planned outages to get a cellphone plan with a hotspot." I hope this helps you, Anna!
Thanks for these videos I’m 20 years old and figured since im working as a CSR i may as well try to do my best and finding your channel has most certainly helped!
Hello! Myra! I've just made a career change since Covid. I'm taking an in-class for a Customer Service Representative. I've learned a lot from your videos! They help me a great deal. I feel more confident in knowing what to do and what to say to a when I do come across a tough situation like this. Thank! You! So very! much! I'm definitely putting this video on replay! I appreciate your help!
Hello! I really love your videos, Ms. Golden. My biggest challenge is: when I have to give bad news to my customers 😔 specially when they say " I cant make a payment, i lost my job due to this Covid19 and I dont have money right now" and sometimes they cry and i feel bad 😪 not with all of them, but yeah lol.
Hi, Lisa. Giving bad news during these times, particularly when a customer says they can’t make a car payment because I lost my job due to COVID-19, is challenging. One of my clients is an auto finance company, and I’ve helped them politely collect during challenging times. I’ll share some of the strategies I used for that training in a soon to drop video.
Hello, I just found your channel and I am in love with your videos. I have been out of the work force for 16 years and am going back into it as a customer service call center at home rep. I am very nervous. I have gained a lot of information from your videos and will use it in my new job. Thank you for all the great help.
Hi, I am not new on the channel and I love it, I just wanted you to know. I work for a call center, but an English coach for agents, I am from Costa Rica. I would love if you can consider one of our issues since we’re not native speakers. Sometimes our customers feel uncomfortable or unease when they realize there’s a foreign accent. That makes our agents feel self-conscious and for us is also kind of offensive. I don’t know if you have to deal with customer service representatives that have had to cope with this. If so, please consider this as a topic for a future video. And, once again, thank you for everything you do.
Thanks for returning to my channel. I appreciate the concern you've shared with me. It's a common issue that makes me feel sad. Yes, it is offensive. I hate to think your agents feel uncomfortable and self-conscious when they interact with incentive customers. I'll definitely consider this a topic for a future video, as it's immediately crucial. Thank you!
It makes me sad to hear this, Jovie. I want to help you grow in confidence as you talk to challenging customers. Please reach out to me on my website and I'll give you access to a full training I designed to help people get confident when talking to difficult customers. Mention that we met on RU-vid. myragolden.com/contact/
Really great tips so far - I shall certainly try your method to get caller to focus with closed questions. The subjects our advice line covers are often complex, but we have been told calls should only take 7 minutes on average. I would like to know best ways to reduce call handling time, stop callers talking over me and to not have to repeat what I've told them. Thank you.
hi hun love your teacher and i would love for your help.....first time watching your video, i have weakness with empathy, enunciation , active listening and how to deal with an angry customer im working at a contact field and it my first time working at a call center thank. i would love for your assistant thank you
Hi, titanya! I'm so glad you stopped on my video today. I have lots of help for you in empathy, enunciation, listening, and dealing with angry customers. Reach out to me on my website, and I'll give you some targeted video training to help you. myragolden.com/contact/
One of the biggest challenges us when you have the information you need in a few minutes and you say to the customer 'Thank you, I have the information I need'. 'I can now answer that question or those questiins for you'. .. andvtge customer says 'Let me finish, even where you have given them an extra 5 or 10 minutes .. 15 or 20 minutes later they are still not finished.
So true! I've seen this a lot. I'd respond with something like, "I'm enjoying talking to you, yet I have other customers waiting. So, now that I've given you ______, I need to serve other customers."
Biggest challenge is, when you are not completely empowered to resolve a customer issue & you are asked to relay to that customer that you do not have a specific time frame in which the customer will receive a resolve/response from another department, what is a successful, firm way of doing that?
Thanks, Nettie, for sharing your biggest challenge with me. Your challenge is tough, for sure. I'd handle that using the "Here's what we know 3-step approach" I discuss in this video: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-_d-amBga_Pk.html The approach is: Here's what we know Here's what we've done Here's what's next Here's an example of how you can firmly explain your position to your customer: Teresita, we need to research your issue further. I will reach out to our Tyler location manager today. We give our locations ten business days to get back to us. We'll reach out to you with a response at the email address we have on file within 14 business days. I hope this helps you right away.
Agreed! No one should curse you out. Here's my "What to Say" Guide for situations like this. classroom.myragolden.com/opt-in-678e5ca3-6a64-4d8a-8f8a-f39163efe573
Good morning Queen, thank you, my biggest question for you, is how to not get frustrated with a customers, that want you to step out of the guidelines of the company .thank you houston texas.
Hi Myra! I'm so glad I found your channel. this is really a blessing for me especially now that I am working from the Escalation department in a Call Center. I just want to ask to get some ideas on how to respond to customer who wants to talk to somebody else, (I:E wants to talk to someone working on shore, like the same race or another who is an American?) reason being is that I've getting calls from American customers who does not want to talk to me because I don't sound like an American. .Thanks Myra!
Hi Myra! Can you give me tips on how to get good survey? I've been dealing with mostly irate callers about their bill.This account is challenging.Thank you.
Hi, Gwen. I love that you're focused on getting good surveys - it shows you care. I have a fantastic Telephone Skills course that will help you get good surveys. Access the class here: myragolden.talentlms.com/shared/start/key:ZZBDNHRK
Wow, so the customer is racist toward you? Entirely unacceptable. Slurs, namecalling - any racism - is where you have to draw the line. I hope your company stands by you. I'll share tips on how to assertively draw the line.
It's inevitable though, specially when their not getting what they want the moment they call. Though I know that it's because they're frustrated but sometimes inappropriate language really trigger me too. Yup, some tips on this matter would highly appreciated Ms. Myra
@@myragolden thank you so much for making such knowledgeable, helpful, awesome videos thank you for sharing knowledge thank you for making good and proper use of social media and helping millions of us .where ever you are may God bless you and your work your life your family and keep you all safe and give you all grace needed thank you indeed I am watching your videos daily they are really very helpful thank you for such amazing service/work.
