This training is created for companies that know about customer experience management, and to learn how to create a strong culture of empathy and concern in their own companies.
In this training, your people will learn:
· How to establish rapport and connect with customers.
· Effective techniques for genuinely conveying compassion and concern.
· How to consistently create warm experiences over the telephone.
· The importance of understanding the customer’s perspective before attempting to get the customer to understand the company’s perspective.
· How to most effectively use tone, pacing and emotion to improve the customer experience.
You will also learn:
· How to make customers feel smart/good even if they ask “silly” questions.
· How to identify unexpressed customer needs.
· How having a sense of urgency helps build consumer confidence.
And finally, your people will set S.M.A.R.T. Goals for improving their ability to consistently express empathy to your customers.
Who should attend:
-Contact Center Managers, Directors
-Contact Center Supervisors, Team Leaders
– Front Line CSR’s
Myra Golden runs Myra Golden Media, a customer service and public relations agency that specializes in strategic customer relations consulting designed and tailored for each client’s needs.
With more than 15 years of experience, Myra has developed a proven process that positions organizations to regain customer goodwill after even the worst has happened and to improve corporate reputations in the eyes of consumers through improved complaint response and more responsive customer service. Myra Golden Media specializes in a number of areas including customer recovery, customer loyalty, crisis management, call center training, and social media for customer service.
Myra’s customer recovery systems have been used for more than a decade in corporationsthroughout North America, Australia, Africa, and the Philippines helping organizations build a multi-faceted customer recovery strategy and create a true customer service culture. One of the leading experts on restoring customer confidence after service failures, Myra has designed programs to help companies keep customers, even after service failures occur. She has created customer recovery programs for such clients as Verizon Business, McDonald’s, Coca-Cola, Scotts Miracle-Gro, National Car Rental, Michelin Tires, and Frito-Lay.
Considered one of the pioneers for leveraging social media for customer service, she has helped hundreds of companies design and launch a comprehensive social media strategy for listening to and getting involved in online conversations about their brand and protectingcorporate reputations online. Her Tweeting for Customer Service video and her in-demand Keynote “Social Media is the New Customer Service” has inspired hundreds of companies to explore and launch social media customer service strategies in order to immediately respond to gripes about their brands online.
Myra’s passion for customer service distinction stems from more than 15 years of serving customers directly, including her work as the Global Head of Consumer Affairs for an international car rental company where she and her team worked to regain customer goodwill after service mishaps and to maintain a positive public reputation with consumers. Her experience and training (she holds a Bachelor of Arts in Psychology and a Master of Human Relations, both from the University of Oklahoma) has given her the unique ability to developcritically acclaimed systems for earning rock-solid customer loyalty and enhancing an organization’s reputation with consumers by creating a culture of creating warm experiences, developing an aggressive customer recovery strategy, and designing a social media strategy.
She is co-author of Beyond WOW, creator of 5 customer service eLearning suites that are used by corporations worldwide, and founder of CallCenterWebinars.com, an e-Learning company that provides customer service training for many of the nation’s Fortune 500companies. She is also an active customer service blogger with thousands of corporate subscribers.
Myra is known to “bring it” in her entertaining, highly interactive and memorable keynotes andtraining sessions. Whether Myra is presenting to an audience of thousands, training a few dozen, or broadcasting a live webinar on 4 continents, she never fails to WOW conference attendees and employees with her relentless preparation for the event, high energy, and relevant and fresh content.