I work in EMS (Paramedic). Another important thing to remember, is that when people are angry or under stress, they hear absolutely nothing you are say to them. And NEVER tell someone to "Calm down". No one has ever calmed down after being told to calm down.
@jouinerfrancois6887
5 ай бұрын
😂😂😂😂
@mostafasherif9209
2 ай бұрын
yes , its best to just comply and just delve into the system ,give them the impression that u just got as angry as they are with the situation ,this will also make u indirectly more motivated to be more in touch with the call instead of 'when is my next break i wonder ' which makes u see the pixel rather than the whole picture .
@Sunbeach7777
3 ай бұрын
I just don't understand why people think it's okay to call another stranger and start yelling at them. This modern society has no etiquette. If they had therapy. Customers would know that sharing inappropriate and uncessary information to someone who has to take their verbal abuse. That's what people should keep for their families and friends. I need to definitely add tools to my belt. People are extreme. Be thankful for what you have. Peace!!
@theunicornishere
Ай бұрын
Because people have been told for so long that the customer is always right when in reality it should be rephrased to say the customer's MONEY is always right. It's ok if they curse you out as long as they hand over their wallet.
@AlonsiNails
8 ай бұрын
I applied fir a job as a customer service representative for a medical company with no experience at all in this country...I may say this professional woman is the best!❤
@joanseason2740
2 ай бұрын
After seeing this , i think i wont quit my job anymore. I will use all of this phrases😊
@mariacasey5250
6 ай бұрын
I am in nursing. This magic word “ frustration “ helped me already!!!
@randomsthingsandstuff9285
Жыл бұрын
I swear these phones be reading our thoughts. I'm starting a new job as a bank teller and I've been stressed about how to deal with angry customers. Weird how this video popped up. But I'll take it!
@myragolden
Жыл бұрын
Yep, I also feel like my phone/Internet search is in sync with my thoughts!
@mihaeladog7187
11 ай бұрын
Happened to me twice , creepy 😱
@toriamari7748
10 ай бұрын
I find if I simply talk about things or people talk about it around me . The youtube algorithm and news will recommend related topics tbh
@hasheeshme90
6 ай бұрын
Thoughts are not being read. You simply allowed your phone to listen in on your to customize ads and suggested videos bases on key words you search ot
@hasheeshme90
6 ай бұрын
Thoughts are not being read. You simply allowed your phone to listen in on your to customize ads and suggested videos bases on key words you search ot
@ranniewilliams
8 ай бұрын
It's great how she uses empathy to redirect the feeling of the customer
@melaniecastillo9786
6 ай бұрын
I came here and you delivered! This is the part of my job that I hate and this is going to help me so much!! Thank you so much!!
@JelPabz-xi1qc
Жыл бұрын
I just followed what you have mentioned above, and yes it really helped me a lot. My csat score is getting high.Thank you so much.
@muserenelyricvideos2920
7 ай бұрын
Thank you for this! I'm a newbie in this industry and most of the times I cannot easily construct the phrases I need to use, so thank you so much for this.
@mariaspotsville4154
6 ай бұрын
I realized that I was sent a document with the information from this video I have been handling escalations all day. Thank you Myra
@WULF-VIDEOS
8 ай бұрын
thank u for this.hoping i could answer a call again without feeling traumatized 😊😊
@cherylboyd751
7 ай бұрын
Thank you for sharing this. I have been in customer service for over 40 years. I could always turn to this video. ❤🎉❤
@melaniecastillo9786
6 ай бұрын
I'm watching this over and over again. This is going to change my call center members 1000%. I'm excited to use these tips. Sending hugs.❤
@Finishicing
2 ай бұрын
Thank you so much for this. I work for the IRS, and just sent your PDF to my entire team. Great information. ❤
@chevydude658
8 ай бұрын
This is such a helpful video. Some of these videos I’ve seen are tragically spreading awful advice. People think smarting off and somehow “winning” an argument with a customer is the thing to do. Without customers you have no income.
@mrsdorsey85
3 ай бұрын
Thank you so much! I am a very good employee but sometimes need help on what to say to some 9f these angry customers......without losing my job😅
@Christina.538
3 ай бұрын
I've seen you, more in within 15 minutes. I have to listen to you when I'm working you talk fast. Yet your voice is of comforting
@erinjones956
8 ай бұрын
Definitely phrases to think about. Thank you for this video!
@Flowerpower10
Ай бұрын
I work in pet insurance and some days I am bullied, yelled at, cursed at, directly blamed and just made to be a punching bag all day. These tips can help. Thank you. I subscribed and look forward to more videos. I’m Taking crazy notes.
@andrewpalencia4593
2 ай бұрын
super helpful phrases, i was looking for this kind of phrases since, i was lacking of proper words to communicate with my customers
@ArgonCandelabra
6 ай бұрын
I was thinking recently that there should be an accessible vocabulary for customer service phrases and words -- so glad I had already seen some of Myra's work previously and this video percolated early into my search!
@lailaplaysdbd4004
3 ай бұрын
This came up in my recommended videos just in time! I'm going to work at Chili's as a To-Go Specialist soon. I need to be prepared since this is my first ever job lol
@ayeshaahmed3654
Жыл бұрын
That's perfectly Relatable Myra! Thanks for sharing 😇
@SatyaNarayanDas-r6j
Ай бұрын
Thank you for sharing your experience, I will use them to bring positive responses
@zohaali1096
7 күн бұрын
Thank you, Myra. This was an amazing video, start to finish! Wow!
@jahrusalem1892
6 ай бұрын
This has given me food for thought I will be appliying these remarks and now I will forever be in your debt miss Myra greetings from Bogota Colombia
@charlie-p8q9j
10 ай бұрын
I love how you give some phrases and example sentences for us to understand more👏 thank you so much for this ❤
@Thefeelgoodmachine
7 ай бұрын
Thank you Myra! This was highly necessary for me.
@oluwakemisheba747
13 күн бұрын
It was awesome listening to this...👏🏼👏🏼. These phrases are invaluable. Thank you ma'am.
@lauravaleriasalazarcardena5271
9 ай бұрын
I loved your channel! It's my first time watching your lessons, this is definitely helping me to learn how to react and response appropriately in those situations since I feel like my mind goes blank many times and I feel unsure how to say things
@darlareddell6690
9 ай бұрын
Thank you so much for sharing this!
@Soulcritic
Ай бұрын
I'm an armed door guard. I deescalate angry customers with a little squirt of OC gel. They leave! I had a punk, a little tough guy. It's night & he gets carded for beer, no ID so no sale. He turns to me. I don't like him but he's a regular customer. He wants me to tell the clerk he buys beer here all the time, with out ID. So I tell him. I can't interfere with the clerk & if he wants to card you. You need ID. Then I told him when you come in during the day & the clerk doesn't card you, I cant interfere & tell them you have no ID. So he left with out causing a problem & no beer. The next time he was in the store I kept my word & didn't interfere by telling the clerk he don't have ID & he bought beer! The only problem I had, I expected. After his night & before his next day visit 2 different punks attempted to pull a beer run, I stopped them. I prevented them from stealing the beer, but they got away. I don't care if they got away I ain't the police & they didn't get the beer! My biggest disappointment, I didn't have a reason to give a little squirt of OC gel. 1 kid dropped his beer when I squared up on him, I knocked the beer out of the other kids hand as he ran past me. I let them both run away!
@justjee2023
Жыл бұрын
Myra, your exceptional tips and suggested phrases have never let me down. I strongly urge you to write a book, as your unique perspective and literary talent have the potential to captivate readers and inspire countless lives! ❤❤❤
@myragolden
Жыл бұрын
Oh, Justjee, thank you so much!
@brandyserafio
11 ай бұрын
I MUST GET BOOK, THSI VERBIAGE IS GREAT!@@myragolden
@alexmontoya9021
9 ай бұрын
This is so great. Thank you so much. Exactly what I was searching for.
@eurekabrasil5353
4 ай бұрын
Despite many decades working with services, it is great to have this consolidated approach list, and each phrase explanation. There is always space to learn a new aproach, or phrase. Thank you very much for this!
@sheilabermudez
Ай бұрын
Great video. I work in a billing call center. Every call I get is a challenge, that’s why I was looking for ideas on how de-3 Escalate. This was absolutely great. Easy to listen, and absolutely uses tips. I am a follower from now on
@partida_sportiva
8 ай бұрын
This is a good help for me as a CSR... Thank u for this maam..
@reneebank3791
Жыл бұрын
I find myself in circular conversations with customers, I can't wait to use this new tool.
@yengcabs
3 ай бұрын
Thank you for sharing! :) These are helpful.
@mancityfan45
2 ай бұрын
Your videos are super smart, ive worked in CS for nearly 25 years and feel I know it all at the best of times, but you have some new ones here for me to try out.
@CanoneMoore
5 ай бұрын
Nicely put...I've lost many great jobs due to not knowing the best way to say no.
@myragolden
4 ай бұрын
You can do it!
@CanoneMoore
4 ай бұрын
@@myragolden I wont give up!!! Using your suggestions NOW!
@aurariverom
4 ай бұрын
OMG this video is gold! thank you so much! I'm in training to work in a call center and I'm so afraid because I know that I have a lot of things to improve in my vocabulary and pronunciation but this videos is right up my alley, and I know that it'll help a lot with my journey. thanks again
@yvettikus
Ай бұрын
Subscribed, thanks so much for your help.
@Joycewillima
4 ай бұрын
Been having bad experiences with my customers this will really help thank you ❤
@TheSarah730
Жыл бұрын
I love your webinars, Myra.
@myragolden
Жыл бұрын
Thank you, Sarah!
@MarcinG-f7y
11 сағат бұрын
Myra you seem like a really cool lady. Very useful phrases in every industry, i guess. Thanks a bunch, this material made my day. Id say to this as a Customer Representative in Quality dept. in automotive industry.
@Odinakachi.O
5 ай бұрын
Thank you so much for sharing this ❤ . I'm gonna infuse these lines in my conversation and come back to share the good news.
@obiankejennifer4179
2 ай бұрын
Thank you so much ❤I’m glad I came across this video. You actually poured out knowledge.
@antoniorobinson268
Ай бұрын
Hell... my supervisors cuss us out, they obviously haven't did this exercise but there's no consequences for their bad actions.
@jesilagonzales
Ай бұрын
Thank u Myra for this videos,I've been in customer service for 3yrs already but it's hard for me contracting words to calm down the customer I'm glad you made this video it's a lot of help I'm pretty sure my dsat turns csat cross finger😊😊😊
@wenchology
3 ай бұрын
You are genius and have a gift. Thank you.
@franciscogrijalva5964
Ай бұрын
You're a genius, ma'am. Thank you for dedicating your life to helping us manage customers efficiently ❤
@sandra1761
8 ай бұрын
Wow, this is brilliant ✨ I’m a newbie and this is perfect ❤ Thank You 🙏
@gloan_
Жыл бұрын
Hi Mary, I have been watching your videos recently because it is very helpful for me working in customer service for a Telecommunication account. Can you do the "Relate Part" like after acknowledging customers' concerns we should relate to them by telling them that we experience it too to make them feel that yes customer you are talking to a human, not a machine. Can you do scenarios like; I don't have service. My phone keeps on freezing. My data is not working. I appreciate all of your videos and keep going you are helping me a lot. Thank you Mary. 💌
@juliealngog-ls4zh
2 ай бұрын
I'm learning from you, and copied everything! your a gem. Thank you beautiful.❤
@minhoolee9021
3 ай бұрын
So I literally have to memorise all theses phrases so I could deal with angry customers 😢😊 Thanks 🙏
@miriczs23
4 ай бұрын
Yeah in need this omgggg
@reneebank3791
Жыл бұрын
I have put the circular conversation to bed. Please keep teaching and I'll keep learning. 🎉
@myragolden
Жыл бұрын
I love to know this, Renee! Your remarks made me smile.
@AlonsiNails
8 ай бұрын
Thank you so much!
@myragolden
8 ай бұрын
You're welcome!
@vinayaksheel4279
Ай бұрын
thank you mam. I am trying to prepare for giving interview for Amazon customer service here in India. I have to admit, you have shared a lot of crucial info to every customer service employees success. I will surely adopt these methods and I hope I will get the job and do well. Thank you so much again . Love from India
@AngieMusicArt
4 ай бұрын
I really enjoyed listening. These phrases and approaches are brilliant!!
@myragolden
4 ай бұрын
Glad you like them!
@SONURAJPUT-kq7dc
9 ай бұрын
i wanted to add some more strong phrases in my call conversation and those will not be possible without your support.
@korab.23
12 күн бұрын
"I realize how frustrating this must be" is dangerously close to "I know how you feel."😬 I do like keeping it down to "This must be frustrating for you" or "I see this is frustrating for you" is more reflective without fueling the fire even more.😅
@user-yg1dg6xm2g
7 ай бұрын
ChatGPT: Saying "I'm sorry to hear that you are feeling this way" can be understood in two ways: Empathy: This phrase is often used to express empathy, indicating that you feel sorry they are experiencing something negative. It's a way of showing that you acknowledge their feelings and are sympathetic to their situation. Personal Discomfort: As you pointed out, it can also be interpreted as you feeling unhappy or uncomfortable about their feelings, which may not be the supportive message you intend to convey.
@josehpined.twachter7797
10 ай бұрын
Thank you, Im a newbie call center agent of Retail account. Absolutely i will use your phrase.I hope i can get more ideas and phrases to use. I love it.
@lulumialma2372
3 ай бұрын
Amazing job!! Very helpful vídeo love it!! ❤
@ioincognito9953
Ай бұрын
I work at camping reception, so that is great!
@nikka3224
5 ай бұрын
This video is much appreciated; very helpful!
@myragolden
4 ай бұрын
You're very welcome!
@EbonieReidPinkPrincess
Жыл бұрын
but I have to say your advice is AWESOME and these videos are a "must watch" for any customer service worker
@akrooma
Ай бұрын
YOU ARE A PRO!
@germainkibad1682
5 ай бұрын
Thank you Myra.❤❤❤❤❤
@YaderSalvadorVargasRuiz
4 ай бұрын
Thank you for sharing your wisdom ma'am❤❤
@icaptured0862
8 ай бұрын
Thank you for sharing your talents. These are so useful.
@ranelbenecario6122
6 ай бұрын
Thank you Mura for sharing this video of a very useful phrases to be used in a call center jobs
@myragolden
6 ай бұрын
Glad it was helpful!
@obiankejennifer4179
2 ай бұрын
You just gained a subscriber 🥰
@VanEllah
7 ай бұрын
Thank You so much for this phrases it helps me a lot.
@santinoprivs5603
5 ай бұрын
This is brilliant advice. Thank you.
@myragolden
4 ай бұрын
You're so welcome!
@lunnasol419
7 ай бұрын
that was very helpful, thank you Myra.
@kjh6903
6 ай бұрын
This was very helpful ! Thank you .
@myragolden
6 ай бұрын
Glad it was helpful!
@janbag0214official
9 ай бұрын
Thank you for sharing this vedio i really related in this because im in BPO industry 😊 i really appreciate those customers like this .. sometimes i feel nervous
@reginanushegeorge7129
6 ай бұрын
Thank you for taking your to explain all of this , these phrase are really helpful.
@myragolden
6 ай бұрын
Glad you like them!
@randomsthingsandstuff9285
Жыл бұрын
Thank you sooo much for this video! Im going to use these phrases.👍🏼
@myragolden
Жыл бұрын
It makes my day to know my video is helpful to you! Thanks for taking the time to watch!
@EbonieReidPinkPrincess
Жыл бұрын
The only problem would be someone saying. Yes you are sorry, your company is sorry and the service is sorry too. it's like you just gave them an insult...
@iwitnesst3370
10 ай бұрын
Actually if they came back with that I'd say, that is a good one, compliment their wit, then double down on how I genuinely feel for them. I find that giving people props like that FREQUENTLY calms them down. If you compliment someones intelligence in a natural and genuine way, it is hard for them to stay angry with you. I often end a call with them chuckling a little when they came in raging.
@Wooddweller
6 ай бұрын
Thank you.
@myragolden
6 ай бұрын
You're welcome!
@chloee2309
Жыл бұрын
Rewatching this video😁 July 21, 2023
@user-dr5sp5jm5y
7 ай бұрын
Thank you so much for this, it really helped ❤
@EMI325
5 ай бұрын
THANK YOU SO MUCH FOR YOUR EFFORT TO CATEGORIZE. Very grateful for your shared knowledge. I am searching for a Customer Service job and you have given tools to feel more confident. I need to practice a whole lot more and look forward to learning more from your website or next link. 👏👏👏💐🛡💪You have given me the Courage to get back into this field🍀🔋 To have a professional with such a long line of solutions is reassuring and I will feel more at ease having an Interview of giving valuable instances 🙏
@myragolden
4 ай бұрын
You are welcome!
@Bobv1210
7 ай бұрын
Thanks so much . Very apt
@tamalaglover4080
5 ай бұрын
You are the best! Thank you, for this information! :)
@myragolden
4 ай бұрын
You are so welcome!
@mageshbabumanoharan9283
11 ай бұрын
Thanks for sharing!
@XavierJacobs-fs5dp
9 ай бұрын
Excellent and helpful
@zamorapakalolo6699
Жыл бұрын
I need to build my confidence.😢
@winstonbaldovino3588
9 ай бұрын
You definitely got my likes and susbscribe more power to you myra!
@seline525
7 ай бұрын
This video is really helpful 👌 thanks alot😊
@JosegabrielGomezpech
9 ай бұрын
Thanks for all this valuable info 🥰
@Abingram92
Жыл бұрын
Thank you so much for this video
@hanymaelabasano2244
9 ай бұрын
Hi! I am your new subscriber from Philippines!!! Such a great teacher for a Representative like. Some of my customer are angry, turn to rude, racist .. I am in a right channel :) hehehe... Thank yoy
@iwitnesst3370
10 ай бұрын
Excellent video.
@jasonmoskowitz246
5 ай бұрын
Turn up the volume & play this video when they act up.
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