Answers and Free Resources for Your Toughest Customer Service Challenges from  Customer Service Expert, Myra Golden

 
  About Us
  Contact Us 
  Industry Intelligence
  Classroom Training
  Online Training
        HOME

 

Most Popular

 

Tip Sheet for How to Handle Tough Calls from Tough Customers.  

 

 

Recent Articles by Myra Golden

 

Recognize Your Team with Praise

 

How Being Gumby Can Transform Your Service Culture

 

Cancel My AOL Please!

 

Beware of Your Powerful Mind!

 

The Moment of Truth

 

How to Get to the Root Cause of Any Problem by Asking 'Why" 5 Times

 

Don't ask me to talk about customer satisfaction

 

The Secret of Socrates

 

The ABCs of Customer Recovery

 

20 Diplomatic Phrases to Help You Regain Control in 7 Common Situations with Difficult Customers 

 

How to Craft Friendly & Professional Customer Emails

 

Are Your Reps Making Any of These Mistakes In Consumer Email Responses?

 

How to Get Any Angry Customer to Back Down

 

Customer Service Newsletter

Get real-world tips & techniques for WOWing customers, dealing with difficult customers, and handling complaints with finesse delivered right to your inbox - FREE.

 

Sign up now and we'll give you a 6-pack of Myra Golden's  Dealing with Difficult Customers videos. You'll be able to download the videos immediately!

Enter Your Name:
Enter your Email:

 

Recent Video Postings

 

Johnny the Bagger

 

Jack Nicholson's hilarious Chicken Salad Sandwich scene

 

Jerry Seinfeld car rental episode. A true lesson for those working in car rental

 

Ever have bad service at a restaurant? 

 

Your Call Is Important to Us. Please Stay Awake

 

I was very pleased with Myra's presentation, but even more so, I was left with a sense of new energy and desire to put her recommendations to use. I can't wait for Monday.

 

Tim O'Laughlin

The Coca-Cola Company

I have never seen a more poised, polished, and passionate speaker!

Cindy Hulsey, Training Manager  

Tulsa City-County Library 

 

 

You exceeded our expectations!

 

Rhonda Fox

District IV Manager - Member Relations
Best Western International, Inc

 

About Us Classroom Training  Online Training  Industry Intelligence Contact HOME

What  tips can you share for being more organized?

 

Myra's answer to What  tips can you share for being more organized?

If you’re like most workers, 20% of your average workday is spent on "crucial" and "important" thin g s, while 80% of your workday is spent on thin g s that have "little value" or "no value". Perhaps the biggest roadblock to accomplishing the important tasks of our workday is disorganized.  Because you have a business to run – and you simply cannot afford to spend 80% of your time on tasks of little value-

 

  • Use one calendar.  First of all, I should say USE a calendar. Thou g h Post It® Notes are convenient, they cannot be a substitute for a calendar. Find a system that works for you. For me, it’s a PDA that synchronizes with my desktop. I can input engagements, tasks, etc. on either my desktop or handheld and then synchronize the schedules once a day. Do not confuse yourself trying to use a Day Timer and Outlook or a wall calendar and a pocket calendar. Find one system and use it exclusively.

 

  • Dedicate one hour per week to planning and preparation. Time Management experts often quote this startling fact: One hour of planning will save 10 hours of doing. Take time at the beginning of your week to carefully plan your schedule and to-do lists and you will gain hours of time for more productive tasks.

 

  • Touch paper only once. The average worker touches one piece of paper 4 – 6 times before taking any action. For example, I mi g ht open a letter but decide to read it later, so it goes in my in basket. Later when I’m looking for a lost document, I handle the unread letter again (as I shuffle papers in my in basket), I pick up the letter at some point to read it, but I’m interrupted, so it goes on my desk. As I’m shuffling papers on my desk, I touch the letter again…and again and again.  Don’t waste time like this. There are only 4 thin g s you can do with paper: dump it, dele g ate it, do it, or designate follow-up. Do one of these thin g s each time you have a piece of paper in your hand. If it’s trash, throw it away now. If you need to review it 2 weeks from today, file it. Don’t simply stack paper that you’ll have to g o through again and again.  

  •  

 

  • Hold meetings at odd times. Do you lose several minutes each day waiting for co-workers and employees to show up at meetings? Here’s a sure-fire tactic to g et everyone there on time. Instead of beginning at 10:00 am, start the meeting at 10:03 or 9:57. People tend to remember the odd times and get there on time.

 

  • Work with a clean desk. This tip comes from www.balancetime.com. Studies have shown that a person working with a messy desk will spend, on average, one and a half hours per day either being distracted by thin g s in their view or looking for thin g s. That's seven and a half hours per week.

 

  • Check your email hourly. While we often feel compelled to check our inbox each time a tiny envelope pops up on the screen, I urge you not to do that. Many people are interrupted by incoming emails dozens of times a day. Email tends creates its own sense of urgency, but most of the communications are not all that urgent. Consider checking your email once each hour, or even less frequently if that is feasible. Of course, if your job is to respond to customer emails, this tip should not be taken.

 

Implement just one of these easy tips and you will be amazed at how much more productive you can be!

 

Answers & Free Resources

for your toughest customer service challenges


» Managing service professionals

» Getting angry customers to back down

» Resolving complaints without giving the store away 

» Negotiating with customers like a pro

           Video Tip of the Month

4 Questions to Ask Before Giving Money Back with Myra Golden

 

All question categories

Absenteeism & Adherence to Schedule

Agent Occupancy

Agent Staffing & Retention  

Agent Turnover

Apologizing to Customers

Attendance issues

Browse Products

Call Abandonment 

Call Center Acronyms

Call Center Disaster Recovery

Call Center Ergonomics

Call Center

Call Center Bookstore

Call Center Coaching 

Call Center Hiring

Call Center Management  

Call Center Metrics

Call Center Monitoring

Call Center Forecasting 

Call Center Glossary 

Call Center News

Call Center Operations

Call Center Outsourcing

Call Center Publications

Call Center Predictive Dialer

Call Center Scheduling

Call Center Service Levels

Call Center Staffing

Call Center Statistics

Call Center Supervision  

Call Center Technology

Call Center Training

Call Handling S kills

Call Control  

Call Monitoring

Calibration

Call Monitoring Technology

Coaching Em ployees

Coaching Agents

Complaint Handling

Complaint Letters  

CRM Technologies

Customer Care

Customer Satisfaction 

Customer Satisfaction Surveys

Customer Service Articles

Customer Service Associations

Customer Service Bookstore

Customer Service Recovery

Customer Service Tips

Customer Service Training 

Customer Service Training Games

Customer Training Service Videos

Customer Service Week

Difficult Customers

Disaster Recovery

Email Etiquette

Email Monitoring

First Time Supervisor

Free Downloadable Scripts

Generation X  

Generations X Bookstore

Generation Y 

Handling Difficult Customers

Help Desk

Home Based Agents

Irate Customers

Leadership

Managing Agent Performance

Motivating Agents

Motivating Agents With Incentives

Monitoring form

Mystery Shopper

Neg otiation Skills

Negotiation Strategies Bookstore

Outsourcing

Phone Skills

Product Liability Claims

Quality Form

Quality Monitoring

Sample Complaint Response Letters

Service Recovery 

Skill Based Routing

Small Call Centers

Reducing Stress In Call Centers

Supervisory & Management

Telephone Skills

 

 

Enter Your Name:
Enter your Email:

 
©2006-2008 Myra Golden Seminars, LLC. All rights reserved.
TotalCustomerServiceTraining.Com is owned and operated by Myra Golden. Myra Golden teaches a customer service transformation system that helps service professionals create warm experiences, surprise and delight customers, and completely restore customer confidence after any service failure. Over 90% of the organizations using the system realize measurable improvements in customer retention rates, customer satisfaction levels, and document drastic reductions in the amount of money it takes to resolve customer problems. She has shared her strategies with such clients as Verizon Business, Frito-Lay, National Car Rental, Michelin Tires, Pireli, and many more. Learn more about Myra Golden by going to www.MyraGolden.Com.