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Myra Golden Profile and Articles
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1). Top 7 Phrases to Use With Unhappy Customers
The next time you come in contact with an unhappy customer, try one of these phrases. They are highly effective in helping to restore customer confidence and facilitating diplomatic problem solving.
“The problem you experienced is no more acceptable to us than it was to you.”
“I understand your concern. What do you think would be fair?”
“Although you might not agree with my decision, I’d like to explain it so you can at least understand.
2). Seven Behaviors That Cause Problems With Angry Customers
Here are 7 common mistakes well-intentioned professionals make when it comes to dealing with unhappy customers. Learn exactly what not to do so that you're well positioned to completely regain the goodwill of unhappy customers after any service mishap.
1. Telling the customer he or she is wrong. You will be smart to NEVER tell a customer they are wrong or mistaken.
3). Top 7 Ways to Build Rapport with a Caller
1. Use the caller’s name.
Using the caller’s name shows you are genuinely interested in your customers and makes future dialogue or problem solving much easier because using names helps you create rapport.
2. Give the caller your name.
Giving the caller your name demonstrates accountability and communicates a sincere desire to help. It also gives customers a reference should they need to call your company back.
4). Coaching Strategies: The Twinkie Defense and 3 Other Strategies Lawyers Use
Using the skills, strategies, and smarts of lawyers, you’ll be able to more effectively coach your employees to optimal performance. Here are 4 great tips to help you give constructive feedback in such a way that you motivate positive and productive performance...
1. Give evidence of performance to employee. In litigation, prosecutors are required to turn all of their evidence over to the defense.
5). 9 Steps for Coaching Call Center Agents
The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here’s a 9-step plan for effectively coaching call center agent phone calls:
1. Randomly record 2 –3 telephone calls. Random recording is important. Do not record 3 calls back to back or on the same day, as your employee may be having a bad day and this may be reflected in all of one afternoon’s calls, but is not necessarily reflective of their typical performance.
6). Top 7 Differences Between Generation X and Boomers
No, they’re not from Mars, but Generation Xers are dramatically different from the Boomers. Here are the top 7 difference you’re likely to see between Boomers and Xers in the workplace.
1. Their approach to authority is casual. It’s not that Xers don’t respect authority; it’s that they are unimpressed by authority. Xers grew up watching many “authority” figures fall from grace.
7). Top 7 Questions About Your Credit Score
Here are the top 7 questions we hear from consumers about credit reports and credit scores...
1. Will closing paid off credit card accounts improve my credit score?
This will surprise many of you, but closing paid off credit card accounts can actually hurt your score in two ways. In “Your Credit Score”, Liz Pulliam Weston explains:
A. Closing accounts can make your credit history look younger than it is.
8). 7 Business Growth W.O.W.® Tactics for Increased Market Share
Here are Seven Business Growth W.O.W.® tactics for increased market share that you can deploy now:
1. Rule 1-12-50© - The first portion of every month (hence the number 1), consistently every month (hence the number 12), identify a population index upwards of fifty (hence the number 50) key customers or emerging customers and provide them a value added communication.
9). The ABCs of Customer Recovery
This week I present 26 little ideas to help you respond to complaints and difficult customers with much more ease….the ABC’s of Customer Recovery.
A ct as if every lost customer’s sales come out of your paycheck.
Believe the best of customers. Don’t make the mistake of assuming most customers are out to simply get something for nothing. The truth is, less than 1% of customers contact companies with ulterior motives in mind.
10). 5 Things NOT to Do With Upset Customers
A couple of months ago I had a small kitchen fire in my home. All is well now, but for a few days my family and I camped out in a hotel room and once we returned home we had no oven (it was destroyed in the fire) so we were forced to eat every meal out for several days.
On the day of the fire two representatives from the insurance company told me to "Hold on to your meal receipts, send them to us and we'll cover your meals plus sales tax.
11). Up-Servicing: Creating Superior Customer Value Through Up-Selling Valuable Add-Ons
About once a week I grab my laptop and head to a café to work, brainstorm, and map out business plans. I usually enjoy a latté, cappuccino, or green tea while I work and I’ve found the change of scenery ignites my creativity and jump starts my productivity. For years I’ve gone to the same café on Yale Avenue for my weekly ritual, but last week I stopped into a Barnes & Noble Cafe.
12). Making Great First and Last Impressions Over the Telephone
1. Greet the customer enthusiastically. Put a smile on your face and energy in your voice. Intentionally sound fun, interesting, friendly, and conversational. When you do these simple things, you will find that you are quickly establishing rapport with callers and that customers enjoy speaking with you.
2. Listen without interrupting. It can be tempting to interrupt a rambler or storyteller, but try not to do so within the first few seconds.
13). Exceptional eCustomer Service - In 4 Simple Tips
Two weeks ago I scribed a note of praise for Office Depot on PlanetFeedback.Com. Two hours later I got a personal response from Office Depot’s executive office. Last Friday I logged a complex complaint via email to my wireless phone company. Less than 3 hours later a researched response landed in my email box. It wasn’t the response I hoped for, but it was a timely response.
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