I've tried all of your tactics doesn't always works. I found out some people when they're angry they're angry no matter what tactics I tried. So I let them be angry. But when I speak to them in a way I will not take their abuse( letting them know that with my tone of voice it works for me) I stopped being sweet because I notice they take advantage of me. I just speak to them like in general. Yes I say thank you etc. But I will not ask them "how are you ect" anymore( not required in my job title) I just answer phone and get to it. If they're angry and it's not an error on our end I don't apologize nope when I do their demeanor gets worst.
Hi, Garcia! I'm so glad you're here! Focusing on empathy and connection will be a tremendous help with your scores. Search my channel for videos on empathy.
Thank you Myra, very useful video! I have a question, if you don't mind. What would you recommend with emotional and angry customers in Social Media? Would the approach be the same? Thank you again 💖
Hi, Olena! Thanks so much. I'd reply publicly to social media complaints because all eyes are watching and try to move the interaction offline. Example: "Oh, no, thanks for letting us know! Please dm us your contact information so we can reach out right away."
I use your tips all the time at work, my manger showed us your videos. Thanks for the content!
Thank you so much Myra, with your videos I became a much better First Line agent. Stay safe and God bless.
I've tried all of your tactics doesn't always works. I found out some people when they're angry they're angry no matter what tactics I tried. So I let them be angry. But when I speak to them in a way I will not take their abuse( letting them know that with my tone of voice it works for me) I stopped being sweet because I notice they take advantage of me. I just speak to them like in general. Yes I say thank you etc. But I will not ask them "how are you ect" anymore( not required in my job title) I just answer phone and get to it. If they're angry and it's not an error on our end I don't apologize nope when I do their demeanor gets worst.
Thanks for adding your voice to this conversation.
Love your advice & love your workspace!
Thanks so much!
This is great! Thank you!
You're very welcome!
Myra Gold is awesome.
I meant Golden.
Thanks very much for your videos. I am new customer service rep. How can I improve my nps and cxs scores
Hi, Garcia! I'm so glad you're here! Focusing on empathy and connection will be a tremendous help with your scores. Search my channel for videos on empathy.
Thank you Myra, very useful video! I have a question, if you don't mind. What would you recommend with emotional and angry customers in Social Media? Would the approach be the same? Thank you again 💖
Hi, Olena! Thanks so much. I'd reply publicly to social media complaints because all eyes are watching and try to move the interaction offline. Example: "Oh, no, thanks for letting us know! Please dm us your contact information so we can reach out right away."
What books do you have on your bookcase in the studio?
I have three books of poetry, "Best Stories by Negro Writers," and my book, "Beyond Wow." Thanks for asking.
Thank you ❤
You're welcome 😊
Do you have workshops that you give online
I sure do! Check out my online programs at www.MyraGolden.com
Hi Myra am new
Hi there! I'm so glad you've visited my channel!