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Ask Myra!

I held office hours, answering your questions about call control, de-escalation, and - a surprise topic - quality assurance, Watch the replay to hear my answers to: 4:04: Can you answer how to phrase the USA method if the client received an incorrect item, and we can offer a replacement or refund due to practice and send a small electronic gift certificate while the client is upset she is not going to get the item for an event? 7:40: How do we push the human factor and the psychological side of dealing with the customer, but still looking at the KPIs of the company? 14:31: How do we move the call to closure when we can't give the customer what they're asking? 17:33: How do we convince upper management that our language needs to be personal and not generic in chat and CS response? 20:35: How do you conclude a call when a customer continues to talk and vent, even though you've offered the available options? 50:20: German standards are very different from US standards, and my challenge is to wow customers, but quality points are wearing the agents down. And lots, and lots on quality assurance! Visit HTTP://MyraGolden.com for more ideas like this.