Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. I wanted to treat my small team today for working so hard over the weekend and yesterday into the evening on the big project of moving our entire eLearning roster and training modules to a new hosting site. Thanks so much for calling us today.

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Customer Service Call Center Customer Service Training Customers 56

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. Open with a lead-in.

Customer Experience 52

Customer Experience Workshop Call Center Customer Service Training 52

Myra Golden

NOVEMBER 27, 2017

Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions. Through call monitoring, I could hear, that our customers were annoyed with our “many” questions before we even started helping them. But, often a series of questions can sound like an interview.

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Call Center Customers Article Customer Service 120

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

DECEMBER 9, 2016

Complaint Handling – So your employees can handle problems in such a way that they completely restore customer confidence after a service failure. Learn more about our online customer service training here.

Customer Service 53

Customer Service Customer Service Training Customer Confidence Customers 53

Myra Golden

DECEMBER 9, 2016

Complaint Handling – So your employees can handle problems in such a way that they completely restore customer confidence after a service failure. Learn more about our online customer service training here.

Customer Service 53

Customer Service Customer Service Training Customer Confidence Customers 53

Myra Golden

JANUARY 30, 2018

I have a module dedicated to demonstrating the Feel, Felt, Found method in my Empathy Online Course, which is part of my Customer Service eLearning suite. If you or your employees struggle a bit with how to make customers feel empathy , take a look at my Empathy and Customer Service Training.

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Customer Service Training Connections Customer Service Customer Experience Design 69

Myra Golden

AUGUST 26, 2016

Sign up for my email list and learn specific tips, approaches and phrases to help your employees help your customers. If you’d like to see more videos, most far more modern than this one, check out my library of short YouTube Customer Service Training videos.

2007 40

2007 Customer Service Training Customers Customer Service 40

Myra Golden

AUGUST 26, 2016

Sign up for my email list and learn specific tips, approaches and phrases to help your employees help your customers. If you’d like to see more videos, most far more modern than this one, check out my library of short YouTube Customer Service Training videos.

2007 40

2007 Customer Service Training Customers Customer Service 40

Myra Golden

JUNE 2, 2016

Conversational Aikido emphasizes assertiveness, maintaining control and harmony – all directly applicable principles for politely getting the long-winded caller to the cut to the chase while delivering a great customer experience.

Contact Center 40

Contact Center Events 2016 Webinar 40

Myra Golden

JUNE 2, 2016

Conversational Aikido emphasizes assertiveness, maintaining control and harmony – all directly applicable principles for politely getting the long-winded caller to the cut to the chase while delivering a great customer experience.

Contact Center 40

Contact Center Events 2016 Webinar 40

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

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2020 Customer Experience Magazine Consulting 132

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope.

Customer Service 63

Customer Service Customer Service Representative Connections Customers 63

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope.

Customer Service 63

Customer Service Customer Service Representative Connections Customers 63

Myra Golden

NOVEMBER 14, 2017

After several failed attempts, I called American and explained my problem. I was trying to check in for my American Airlines flight on my phone. I was able to get one boarding pass, but not the other. I was transferred quickly, and the person I ended up with looked into my itinerary and then she said: “Ms. Golden, this is a system error.

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Airlines Workshop Customers Customer Service 51

Myra Golden

DECEMBER 17, 2015

You know your customer service is not where it needs to be. You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. They aren’t establishing rapport with customers. And this is a big one.

Call Center 40

Call Center Customer Experience Contact Center Download 40

Myra Golden

SEPTEMBER 13, 2016

So, no, “I cannot simply train your agents to be like Zappos agents. Instead of trying to clone Zappos, I asked to listen to a random sample of calls from this call center. Here’s what I summed up on my legal pad after my call review. It was like the customer was asking dumb questions. It will never work.”.

Culture 56

Culture Hotels Contact Center Call Center 56

Myra Golden

SEPTEMBER 13, 2016

So, no, “I cannot simply train your agents to be like Zappos agents. Instead of trying to clone Zappos, I asked to listen to a random sample of calls from this call center. Here’s what I summed up on my legal pad after my call review. It was like the customer was asking dumb questions. It will never work.”.

Culture 56

Culture Hotels Contact Center Call Center 56

Myra Golden

DECEMBER 3, 2017

When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. One of the characteristics is, communicate your understanding.

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Communication Insurance Customers Customer Service 63