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
@myragolden4 жыл бұрын
Hi, John. Thanks for stopping by and for sharing your genuine, and understandable challenge. I can't wait to talk about your points in a video.
@kadebrittingham5112 жыл бұрын
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.
@karinasummers65644 жыл бұрын
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.
@myragolden3 жыл бұрын
Hi, Karina! Thanks for watching my video and sharing your reaction with me. I'm so glad I was able to help.
@casanova33jr4 жыл бұрын
Hello👋! My name is Jacqueline and I wanted to say, You are a life saver! I just got a customer service job and this is so helpful. Thank you!
@prathameshdichwalkar42774 жыл бұрын
Thx adding value to life myra mam🙏🙏 plzz. make. Video onsales also
@myragolden4 жыл бұрын
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.
@Recca_ko4 жыл бұрын
Thank you so helpful.....
@myragolden4 жыл бұрын
I love that this video helped you, Jhenny! Thanks for taking the time to let me know.
@deebo52842 жыл бұрын
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! 😊
@myragolden2 жыл бұрын
My pleasure!
@karinasummers65644 жыл бұрын
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 .... 🤗
@myragolden4 жыл бұрын
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.
@mthomson45653 жыл бұрын
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).
@jimbibanggoy84544 жыл бұрын
This really helps me a lot as escalation agent! Best of luck to you ms. Myra!
@myragolden4 жыл бұрын
Hi, Jimbi, thank you!
@vanessae332610 ай бұрын
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?
@katiekoletzky50404 жыл бұрын
Biggest Issue: Patient's upset about wait time
@myragolden4 жыл бұрын
Thanks, Katie!
@a.m.r41524 жыл бұрын
Hello Ms. Golden, I really enjoy your videos.
@myragolden4 жыл бұрын
Hi! Thank you so much!
@naomiobligado98583 жыл бұрын
You're incredible. A real blessing! Thank you so much for your life. You are indeed helpful! 😍😘❤
@myragolden3 жыл бұрын
Hi, Naomi! Thank you so much!
@lisapiotti25874 жыл бұрын
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.
@myragolden4 жыл бұрын
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.
@lisapiotti25874 жыл бұрын
@@myragolden thank you. I appreciate it 🤗
@gwit2472 жыл бұрын
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.
@myragolden2 жыл бұрын
Trust me. It's not you. It's them. Keep shining, and hopefully, you'll talk to kinder customers.
@titanyabrooks66873 жыл бұрын
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
@myragolden3 жыл бұрын
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/
@JaviPotter774 жыл бұрын
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.
@myragolden3 жыл бұрын
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!
@JaviPotter773 жыл бұрын
@@myragolden Thank you so much!
@annagonzalez73224 жыл бұрын
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?
@myragolden3 жыл бұрын
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!
@latesefriday6043 жыл бұрын
Biggest issue pricing. I work in the rental car business and with the current economy customers are giving a lot of push back re pricing
@myragolden2 жыл бұрын
Yes, pricing will always be a tough issue!
@joviesaga73713 жыл бұрын
I always feel sad whenever I'm unable to provide resolution to a customer. If i explain the situation i am not confident enough .
@myragolden3 жыл бұрын
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 KZbin. myragolden.com/contact/
@joviesaga73713 жыл бұрын
@@myragolden 😮☺️☺️☺️😘😘😘😘
@crississita953 жыл бұрын
I just found this today and I practice right away.... and IT WORKED! Oh my god, thank you so much!!!
@myragolden3 жыл бұрын
Hi, Alejitha! You just made my day! Thank you!
@strawberryworldtv16763 жыл бұрын
Nervousness is that challenge for me that I want to disappear
@myragolden3 жыл бұрын
A lot of people share this nervousness. I hope these phrases help you NOT want to disappear. :)
@jenniferdinsmore26192 жыл бұрын
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.
@myragolden Жыл бұрын
You got this!
@ma.cristinasario54513 жыл бұрын
Thank u so much mama for this video! Really helps a lot!
@vanessae332610 ай бұрын
I LOVE your videos! I wish I had seen these YEARS ago when I worked from home. Now I work at a hotel and finding these videos most helpful!
@DirtyDesertKid2 жыл бұрын
Living room conversation keeping a conversation going while filing a claim no moments of silence.
@AlcyoneSong Жыл бұрын
Hi I'm new. My job is in medical and customer service is a mixed bag. This is so useful because I often deal with high emotional situations.
@JustMe-ob3nw2 жыл бұрын
I LOVE your videos - can hear you talk all day 👌🏻
@jimbibanggoy84544 жыл бұрын
Hostile customer Ms. Myra! Most of the time racism is really I'm having issues with in dealing with this type of customer
@myragolden4 жыл бұрын
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.
@jimbibanggoy84544 жыл бұрын
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
@nettie9284 жыл бұрын
Hi!! This is my 1st time !! Thank you. 🤓
@myragolden3 жыл бұрын
Hi, Nettie!!!! Thanks so much for watching my video and visiting my channel.
@aiaidapadap35193 жыл бұрын
youre such a gem in the internet. Thank you for sharing your knowledge.
@myragolden3 жыл бұрын
Wow, thank you!
@dorthealivingston57553 жыл бұрын
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!
@myragolden2 жыл бұрын
It makes my day, Dorthea, to know my videos have helped you in your new career change!
@mthomson45653 жыл бұрын
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.
@myragolden3 жыл бұрын
I'm working on an AHT training video and will post it here. Thanks for sharing your issue with me!
@gnavarro953 жыл бұрын
Very helpful info!! Thank you ❤️ COVID customer service issues OMG 🤦🏻♀️ I need this video!!
@myragolden3 жыл бұрын
Glad it was helpful!
@ranelbenecario61227 ай бұрын
Hi Myra.thanks I've discovered all your helpful videos in CSR application.
@myragolden6 ай бұрын
Happy to hear that!
@charlottebrowen27784 жыл бұрын
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.
@myragolden4 жыл бұрын
Hi, Charlotte, my sister Queen! Thank you for your transparent question. I will definitely do a video on this!
@dewaunwalker19503 жыл бұрын
Hi!!
@myragolden3 жыл бұрын
Hi, Dewuan! Thanks for visiting my channel.
@mickey3277 Жыл бұрын
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!
@myragolden Жыл бұрын
My pleasure, Mickey!
@stephymathew893 Жыл бұрын
Hi New to this channel and I'm already grateful for the videos you have created for customer service agents like me.
@myragolden Жыл бұрын
Hi, Stephy! Thank you so much!
@allyceja66103 жыл бұрын
HI!!! I'm new to your channel and omg! You have some great content :)
@myragolden2 жыл бұрын
Thank you, Ally!
@sinceredelacruz28252 жыл бұрын
God bless you
@ellismack34992 жыл бұрын
This is my first viewing the content of your videos.
@myragolden2 жыл бұрын
I'm so glad you're here Ellis!
@joviesaga73713 жыл бұрын
❤️❤️❤️❤️
@shadowraizen213 жыл бұрын
hi thank you for the tips😁
@myragolden3 жыл бұрын
You are so welcome!
@sinceredelacruz28252 жыл бұрын
God bless you Myra
@myragolden2 жыл бұрын
God bless you too!!!
@kathleenruggiero1865 Жыл бұрын
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.
@myragolden Жыл бұрын
Oh, Wow, Kathleen, thank you! I'm so glad you're here!
@brooklynny19653 жыл бұрын
Myra you are incredible. Ready to start finding a resolution!!!! AA manager
@myragolden3 жыл бұрын
Thank you so much!
@monicasweer72532 жыл бұрын
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.
@myragolden2 жыл бұрын
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."
@conniedarlucio75142 жыл бұрын
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!
@myragolden Жыл бұрын
I'm so glad you found my channel, too! Please come back often - and stay awhile!
@gwenl43004 жыл бұрын
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.
@myragolden3 жыл бұрын
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
@Joqqa6663 жыл бұрын
Hi! Mexico saying hi here! I Love your work, I´m looking for a TL job inside my call center and this helped me a lot! Thank you!
@myragolden3 жыл бұрын
You are so welcome!
@tishonmayers7182 жыл бұрын
Just applied for work at a call center, this is very very helpful thanks a bunch
@myragolden Жыл бұрын
Glad it was helpful!
@nettie9284 жыл бұрын
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?
@myragolden3 жыл бұрын
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: kzbin.info/www/bejne/lZWQkqB4nMaShs0 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.
@carmelservas5323 жыл бұрын
Paraphrasing customers concerns especially when they are frustrated , I get nervous and ran out of words to say 🥺
@myragolden3 жыл бұрын
My "What to Say" Guide might help you: classroom.myragolden.com/opt-in-678e5ca3-6a64-4d8a-8f8a-f39163efe573
@mccordelect3 жыл бұрын
Good morning
@myragolden2 жыл бұрын
Morning, Tracy!!! I'm so glad you're here.
@akeeniemiller12354 жыл бұрын
Hi first time
@myragolden4 жыл бұрын
Hi, Akeenie! Thanks for visiting and for saying hello. Welcome! I'm really glad you're here.
@elekdj84592 жыл бұрын
Hello ma'am
@myragolden2 жыл бұрын
Hello! I'm so glad you're here!
@icebreaker23342 жыл бұрын
Hi
@myragolden2 жыл бұрын
Hello there! Welcome to my channel!
@chachameow46684 жыл бұрын
Hello and Thank you !! I learn alots from your video! :)
@myragolden3 жыл бұрын
Hello, ChaCha! Thanks for watching my video and for sharing your reaction with me. ;-)
@gloriavelasquez64062 жыл бұрын
Hi
@myragolden Жыл бұрын
Hi there Gloria!
@ignaciomazzei14852 жыл бұрын
Hi
@myragolden Жыл бұрын
Hi, Ignacio! I'm so glad you're here!
@paulahunte70013 жыл бұрын
HI
@myragolden3 жыл бұрын
Hi, Paula! Thanks so much for stopping by my channel!
@mattgamezz_19873 жыл бұрын
hi
@myragolden3 жыл бұрын
Hi, Matt! It's nice to meet you. Thanks so much for visiting my channel. Please come back every week to learn something new. :-)
@danielseverino25152 жыл бұрын
Hi
@myragolden2 жыл бұрын
Hi, there! Welcome to my channel!
@misscommander45813 жыл бұрын
Hi Myra!
@myragolden2 жыл бұрын
Hi Miss Commander! I'm so glad you chose to visit my channel!
@melodiaszpyrka78153 жыл бұрын
MYRA!! THESE ARE AWESOME. THANK YOU FOR MAKING GREAT RESOURCES THAT CAN EDUCATE CUSTOMER SUPPORT HUMANS. YOU DA BOMB.
@myragolden3 жыл бұрын
Hi, Melodia! My pleasure! Thanks for taking the time to leave me feedback. You just made my afternoon.
@melodiaszpyrka78153 жыл бұрын
@@myragolden Of course! Keep up the amazing digital training! Looking forward to more comments! :D
@islammwafi98934 жыл бұрын
You are Star as usual Myra
@myragolden4 жыл бұрын
That's kind of you to say, Islam! Thank you!
@vickykhotkar86063 жыл бұрын
Hi
@myragolden3 жыл бұрын
Hi, Vicky! I'm glad you're here!
@vickykhotkar86063 жыл бұрын
@@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.
@myragolden3 жыл бұрын
@@vickykhotkar8606 I welcome your blessings, Vicky!!!!
@Lucky_Gurl-Luna2 жыл бұрын
Honestly I’m trying to find kind ways to tell them to buzz off !! No one should be cursing u out!! Like wtf dude !! It makes me hate humans bro
@myragolden Жыл бұрын
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