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Customer Service Workshop: Essential Skills for Talking to Clients


Webinar Recording

Recording Price: $199.00

(Includes Proprietary Materials)

Whether on the phone or in person, customer service representatives often struggle with specific interpersonal skills necessary to ensure positive client interactions. Showing compassion, effectively monitoring tone, and making personal connections are all tools that separate average from outstanding customer service reps. How can you gain the communication skills necessary to connect with your customers and deliver exceptional service? Join us for a live, 60-minute webinar to discover:

  • How to effectively show compassion towards customers
  • Keys to monitor your tone & remain positive
  • Tips to connect with customers & make personal connections
  • Real life examples of what works & what doesn't work
  • How to actively utilize the 9-point call flow strategy

Program Highlights

  • Methods for Expressing Empathy & Compassion: Create Common Ground

    • How to effectively use the empathy response strategy
    • 7 key phrases for showing compassion & understanding
    • What words to avoid when speaking with customers
  • Self-Monitoring Your Tone: Ways to Keep Your Cool Under Pressure

    • How to avoid sounding impatient, rude, or negative
    • Keys to interpret customer responses & adjust accordingly
    • Techniques to soften your tone & sound friendlier
    • How to monitor your tone when your are frustrated
  • Building Personal Connections with Customers: Winning Over Tough Callers

    • How to use the 9-point call flow strategy with customers
    • Keys to make your clients not feel dumb after asking silly questions
    • What to do & what not to do during customer interactions
  • Live Question & Answer Session - Have your questions answered by the expert!

About The Speaker

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.
  • 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 protecting corporate 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.
  • She is co-author of Beyond WOW, creator of 5 customer service eLearning suites that are used by corporations worldwide, and she is an active customer service blogger with thousands of corporate subscribers.
  • Myra is known to "bring it" in her entertaining, highly interactive and memorable keynotes and training sessions.

Program Benefits

Join us for this 60-minute webinar to discover proven communication skills that customer service reps can use to ensure positive client interactions