Get Customers to Accept Your Word As Final - a Mini Workshop!
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- čas přidán 8. 10. 2020
- Getting customers to accept your word as final comes down to two things: A strategic framework and confidence.
In this video, I walk you through four steps that put you in confident control and position you to move the conversation to closure.
Be clear
Acknowledge concern
Manage expectations
Guide to next steps
Grab your slides from this video for quick reference to the four tips. coachmyragolden.com/wp-conten...
For more ideas like this, visit www.MyraGolden.com and check out my Customer Service eLearning: www.myragolden.com/De-escalat...
Visit www.MyraGolden.com for more ideas like this. - Jak na to + styl
I had a very hard day today with work filled with patients cussing, receiving angry patients, and getting hung up on. I work in a health care call center and there are a lot of patients who don’t accept my final word. This really helps and I feel as if I have the tools to speak with confidence! Thank you!
Hi, Lyndsay. I hate to hear that you had a hard day yesterday. The pandemic has everybody on edge, but cussing and lashing out in anger is still not acceptable. I love that my training helped you out. Be sure to catch next week's video, where I'll give you 5 keys for giving bad news.
@@myragolden thank you so much for your kind words! I look forward to watching next weeks video!
Nadine Whipple here. This will really help me in dealing with my upset customers.
All of your videos should be thousands views by now, I really loved them all, this is helpful.
Awww, Rudy! I receive your blessing, thank you!
Hello Myra, I have been using your videos for a couple of years. I am a Supervisor/Trainer of a smaller call center but your videos have helped me to better the quality of customer service that my agents provide, thank you!!
Oh, wow, Samantha! I'm so happy to be a part of your training!
You're awesome Myra!
Thanks for the updates
Thank you for all of your knowlege! You help us in so many ways!
Love your content, Myra. As a guy who has been training call center reps for almost 20 years, you make phenomenal points and explain yourself very well. Thank you for these great resources!!!
Thank you @myra ! I really love your videos. ❤️
I really empathise with your videos. Thank you for these tools.
Hii, your videos have been very helpful for me! Thank you
Hey Myra! You are awesome 💯 love your videos and advice
Thanks a lot!
OMG! I really appreciate you brought these topics to be discussed 😍 they certainly will help me a lot! Thank you Thank you 🙏🏼
Hi, Fressy! I'm happy to hear this, thank you!
This is extremely helpful 👍 I'm always looking forward to more of your videos Ms. Myra
Thanks so much Jimbi!
This is my 4th CZcams of yours that I have watched, and in just the 4 short videos I have learned so much! Thank you!
You are so welcome!
New to your channel Myra (subscribed) - I can't 'like' this video enough - thanks for your insights and perspective :)
You have amazing and helpful videos 😍😍😍
Dear Myra Golden, thank you very much for your excellent free teaching!
This is like getting me back to the university with this job - but now with such a kind and nice teacher!
That's ethical height!
Warmest and best wishes from Croatia to you! 💝🐀😁
Hi, Anita! I’m glad you’re here! Thank you for your kind words!!!
thanks for helping me with my call center job, great tips
I love your videos!! Really help me out a lot
Thanks so much for sharing your reaction with me, Jacqueline Rosa!
Hi Myra your tips are great.
Thanks so much!
Hi! Myra, I'm a newbie to this kind of lesson but it seems more beneficial to me to watch this worth vlog.
This is awesome
This is great! She's touching on all my weak spots. It's pretty easy for me to be polite and pleasant, but managing expectations and being firm does not come as naturally. It's especially hard when you are new at a job.
Hi Myra. I love to learn this customer service tips. You're the best.
Ahhh, thank you!
I have recently started working in a customer service as a fresher and your videos are really helpful. Thank u ..plz keep making more such related videos to help us get confidence
Hi, Safiya! I plan to host many more videos to help with confidence. Thanks so much!
This is really informative!!
i just found a gem, thank you so much Myra. Now I understand why my call handling is a mess..hahahaha
I’m new & this is my first visit to your video. I am very impress because I’m shy and passive and the way you speak help me with my new career. I will be helping people who are blind and sometimes come across a very difficult client. You give me more confidence on what to say. Thank you
I'm so glad!
Hi this video will help me alot
Great advise!
Glad it was helpful!
Your video is very helpful, thank you
Thanks for visiting, Miaka, and for your kind reaction. :-)
I had a call center.job and you're what I needed to deal with angry customers.
I'm still a trainee. I hope you will make a video for newbies. Thank you. 😊
very helpful
This is not my first time but I love watching your vids. This is very useful for my job ❤️ Especially this particular topic. I am having a hard time to be firm with my words when I try to reject the customer :(
Hi, Chie! Thanks for coming by and saying hello. I hope my four techniques help you stay firm when you have to reject a customer's request.
When in need, I see some of your videos in order to get some guidance.
I have been promoted to be a supervisor, so I get angry customers most of the time.
You got this!
hi
DR
Thank you
Hi, Dianelys! So nice to meet you here!
We have many customers who have not read the agreement that they signed. They say they have taken the sales reps word that there was no contract. The sales rep sells for our company but is an independent contractor and is not trained by our company, if so, they would not tell the customer there is no contract.
Hello Miss Golden.. I like your channel.
Hi, Henson! Nice to meet you. Thanks so much for coming to my channel. I look forward to seeing you here again and again.
Hi Myra, new subscriber here. I saw ypur videos during our training.
Hi, Cristhel! I'm so glad you're here!
Hi Myra, it would be really helpful to get some tips on handling customers who threaten to cancel contracts because they want something that cannot be provided. Would like to keep customer if possible. Thank you.
Hi, Ana. I had the experience of calling a home warranty plan to cancel and the employee did a fantastic job of turning things around and saving me as a customer. I will do a video on the technique the employee used with me.
Hey Myra, I'm a new subscriber on your channel. Love the layout of your videos really easy to learn and understand.
I have a situation. So I've recently been hired as I have some customer service experience. The company that hired me has had loads of negative reviews recently due to their suppliers not being able to ship as they used to due to the coronavirus pandemic. Now my job is to go on all the negative reviews months later and respond and prevent this from happening in the future. What would you suggest I do? Thanks in advance.
Hello! Thanks so much for leaving me a situation to help with! I look forward to speaking to your issue in an upcoming video.
Hi Myra is that your daughter in the 1st pic of the slide presentation?
Hi, first time
myra how do you feel about knowledge articles i work in a health insurance c.c. & this is the primary method to research however when you are on a call, it can be extremely anxiety producing thereby affecting your call resolution, any advice please? thanks as always
So, do you have to quickly review articles to give customers information?
Yes via sharepoint but i review also to have basic understanding, that helps a little 😅
Hi. First time here.. Having trouble handling customer
can u please make a video on how to say No without saying No to the customer 🙏
Hi ,it is my first time here.
Welcome and hello! Thanks for visiting my channel, Rana!
Sometimes I feel there's a fine line between being assertive and sounding patronizing.
You're absolutely right.
Hi!
Hi there! So glad you’re here!
Hiii, my first time
Hi, Michael! Thanks for visiting! Welcome, welcome, welcome! I'm glad you're here.
Hi😊
Hello! So glad you’re here!
Hi
Hi, Reena! Thanks for visiting my channel!
Hi there
HI Jerome!
hi
Hi, there! Welcome to my channel!
Hi
Hi there, Yeng! I'm so glad you're here!