What are the most critical soft skills for agents to get right? And how do you coach them?
Whether you work in sales, customer service, or collections, agents must present strong emotional intelligence skills to make the most of each conversation and achieve t
Yesterday I held a live Q&A on YouTube, which was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver.Â
Watch the replay to hear my answers to the following:
Now you can give your employees even more skills for delivering the best customer experience and handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.
Several people have written in looking for help to improve the friendliness factor in phone calls. They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy.
 “HI MYRA. WHAT ADVICE CAN YOU SHARE ABOUT BEST PRACTICES FOR RESPONDING TO A CUSTOMER’S COMPLAINT OVER EMAIL?”
–ALBERT
Myra’s Answer
Hi Albert. Every email that goes out from your customer service team has your company’s brand in the signature line, it puts your corporate reputation on the...
For customer service representatives, empathy is one of the most important skills to have. Empathy enables us to connect with our customers and understand their needs, feelings, and concerns.
In this article, I will share with you the importance of empathy in customer service, examples of empathy s...
Delivering bad news to your customers may be one of the most challenging tasks you will face. Giving bad news can be stressful, whether it's a delayed shipment, a service outage, or explaining that we no longer offer telehealth doctor's appointments now that COVID has passed.
As a former Kmart associate and call center manager, I have encountered my fair share of difficult customers. From angry phone calls to in-person interactions, it can be challenging to de-escalate a situation and provide a positive customer experience. However, it is crucial to understand the import...
I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q&A:
"I have a question for Ms. Myra Golden. "How would we be able to handle a situation when we know or suspect that customers are experiencing mental illness?"
Join Myra’s Inner Circle: Insights, Strategies, and Resources for Leaders Who Demand the Best.
Be the first to receive exclusive strategies, curated resources, and behind-the-scenes insights from Myra Golden—crafted for leaders who value excellence.
Join Our Free Trial
Get started today before this once in a lifetime opportunity expires.
