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ON-DEMAND WEBINAR
9 Highly-Effective Tips to Politely Control Difficult Customer Calls – with Myra
Golden
View the Recording
Special Webinar Featuring Customer Service and De-escalation Expert Myra Golden
Customer service calls can sometimes get out of control, especially in difficult
situations when customers don’t immediately get their way. Unchecked, these
upset and overly talkative customers can dominate the conversation, prolong the
call, and take away agents’ time and energy from serving other customers and
completing more valuable tasks.
In these situations, utilizing practical call-control strategies can
dramatically improve the effectiveness of your contact center team.
Check out this special on-demand webinar featuring master de-escalator and
customer service expert Myra Golden to learn why customer calls get out of hand
and 9 simple, actionable techniques to help your agents get and keep calls under
control.
In the webinar recording, Myra shares how to:
* Teach agents to use a limited response
* Control calls with close-ended questions
* Practice proactive call management
* Assert your way out of a bad conversation
* Turn long, problematic calls into polite and efficient interactions
VIEW RECORDING
Submit the form to get instant access to view the webinar recording and download
slides.
UTM Source
MEET THE SPEAKER: MYRA GOLDEN
Myra Golden is the founder of Myra Golden Seminars, LLC. She is a long time
speaker and training partner to many Fortune 500 companies across the nation.
She creates fun and engaging classes to teach her clients to give their
customers the best possible experience. Myra’s engaging approach to customer
service training is loved by her clients and many of her clients rave about her
workshops. Her impressive resume includes many of the world’s biggest companies,
like: McDonald’s, Coca-Cola, Frito-Lay, Walmart, Verizon Business, and many
more. Myra has both her bachelor’s degree in psychology and her master’s degree
in human relations.
Before founding Myra Golden Seminars in 1999, Myra worked at Thrifty Car Rental
as the Global Head of Consumer Affairs. Travel Agent Magazine hailed Myra a Top
100 Rising Star for leading her team to unprecedented customer recovery and
customer loyalty in the hospitality industry. When she’s not lighting up the
service world, Myra is likely reading a book that makes her see differently,
sipping Ethiopian coffee, or writing poetry. Visit Myra’s Website
DRIVE REVENUE WITH BALTO
35%
More Conversions
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Faster Ramp Time
75%
More Payment Collections
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Higher Close Rate Among New Hires
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339
reviews
Write a review
"i love balto !! it really helps me to remember what to say and get a better
score on my reviews"
What do you like best about Balto? It helps get full confirmation of the
requirements of each call; What do you dislike about Balto? None balto is
great!! i don't dislike anything What problems is Balto solving and how is that
benefiting you? how to explain rate revision
Read more
jose ricardo b.
May 11
"My Balto Experience"
What do you like best about Balto? I love how Balto triggers automatically with
the calls. The suggestions are very helpful and help my employees. I love the
cloud for statistic review and call quality checks. What do you dislike about
Balto? I wouldn't say I like how Balto always updates randomly when it isn't
registering for any calls. This would usually be a quick fix for our IT
department. The reps miss out on the contests that we run monthly. What problems
is Balto solving and how is that benefiting you? Balto provides our
representatives with many rebuttals to provide the patients and provides a more
productive phone call. Performance amongst the crew has definitely improved.
Read more
March 27
"Balto Review"
What do you like best about Balto? Using Balto helps you make sure you don't
miss any of the necessary requirements when you are on a call, it's a sure way
to make sure you do ask all the questions that you need to ask. Helps improve
your QAs and overall performance in my job due to us having to meet certain
metrics. I enhanced them i was first barely meeting the expectations to get
better than expected on most of the metrics we have to meet. I certainly make
you feel good that just by using the app your are able to improve that much. i
was greatly surprised, and my peers as well. What do you dislike about Balto? I
dont have a dislike to this application, its pretty easy to use, user friendly
,all the functions works just fine, it rests every now and then but that is not
a big issue all you have to do is close it and open it again. Besides that doent
see anything else that is wrong with the app, i think it serves its purpose very
well. I would not change anything on it. What problems is Balto solving and how
is that benefiting you? Balto pretty much reminds you if you missed any
regarding the service you are providing, it improves your productivity by making
sure you ask all the necessary questions and dont skip a beat. I used the most
when i first started here in this company and continue to use it until today, i
wouldn't go a day without it, it keeps me on track and focused on what i need to
do. I ve told co workers to use to there benefit, they will be able to see the
improvement they make, it will reflect in there metrics and over in there
performance on all there calls
Read more
Jackzaell M.
January 16
"Great experience!"
What do you like best about Balto? Balto is a great program that allows me to
see anything that has been missed during the call. What do you dislike about
Balto? Sometimes it doesn't register what I am saying. Most of the time it is a
perfect resource. What problems is Balto solving and how is that benefiting you?
All of my needed updates.
Read more
January 13
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