Myra Golden

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo.

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Customer Service Training Customer Service Customers Engagement 45

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

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Customer Experience Customer Service Training Customers Customer Service 89

Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. The wrong words can cause dis-ease in customers, or leave customers thinking you don’t care. Customers, especially if they happen to be angry, need options. I’m fine.”.

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Workshop Airlines Customer Service Training Customers 86

Myra Golden

JUNE 8, 2018

Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry. Perfect statements to help employees gain control with aggressive customers.

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Customer Service Training Communication Customer Service Customer Experience Design 93

Myra Golden

JUNE 1, 2018

In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. Watch the short video, and use it in your own customer service training. Was This Helpful?

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Customer Service Training Customers Customer Service Customer Experience Design 58

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. Expertise, empathy, and speed are the top three most important customer service qualities.

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Article 2020 Customer Service Healthcare 67

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. Customer emotions drive customer behavior.

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2005 Measurement Consulting Technology 102

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

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2020 Customer Experience Magazine Consulting 132

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. This means the customer service professional must develop a response plan.

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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. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

MARCH 27, 2018

I just finished recording a fully customized 14-module video course for a new client. My client’s biggest challenge was how to navigate through complex calls, like situations with ramblers and challenging customers. Online Training Customized For Your Company! Online Training Customized For Your Company!

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Contact Center Customer Service Training Customers Engagement 63

Myra Golden

MARCH 18, 2020

If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions. Customer Service, SCORM 1.2-Compliant

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Customer Service Customer Service Training Customers Interaction 59

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Customer Service 53

Customer Service Customer Service Training Customer Confidence Customers 53

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Customer Service 53

Customer Service Customer Service Training Customer Confidence Customers 53

Myra Golden

NOVEMBER 1, 2016

One had a friendly person serving customers. I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite. Imagine your newest and most timid agent is on the phone with an irate customer.

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Customer Service Call Center Customer Service Training Customers 61

Myra Golden

OCTOBER 18, 2016

Making customers jump through hoops to get problems resolved ruins the customer experience. Here’s what my red bottom stilettos, now on a UPS truck back to New York, have to do with your customer experience: What good is it to have delightful employees, if customers have to work too hard to get help?

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Customer Experience Telecommunications Call Center Customer Service Training 61

Myra Golden

OCTOBER 18, 2016

Making customers jump through hoops to get problems resolved ruins the customer experience. Here’s what my red bottom stilettos, now on a UPS truck back to New York, have to do with your customer experience: What good is it to have delightful employees, if customers have to work too hard to get help?

Customer Experience 61

Customer Experience Telecommunications Call Center Customer Service Training 61

Myra Golden

NOVEMBER 1, 2016

One had a friendly person serving customers. I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite. Imagine your newest and most timid agent is on the phone with an irate customer.

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Customer Service Call Center Customer Service Training Customers 56

Myra Golden

JULY 25, 2017

If your customer is raising his voice, cutting you off, or is clearly upset, he is stuck in the right side of the brain. To help this customer calm down, you’re going to have to move him to the left side of the brain. What you want is for your customer to operate in the left side of their brain, or their logical side.

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Workshop Customer Service Training Communication Customers 56

Myra Golden

NOVEMBER 15, 2018

One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this.

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Workshop Customer Service Training Communication Brands 58

Myra Golden

NOVEMBER 13, 2017

It’s part of a full 16-module customer service training. This video is about giving customers an experience that makes them feel good and maintains their esteem. As a special treat for you, I’m sharing one module from my client’s course.

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Customer Service Training Customers Customer Experience Customer Service 91

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. Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers). Open with a lead-in. Good morning. This is Penny.

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Customer Experience Workshop Call Center Customer Service Training 52

Myra Golden

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

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Customer Service Travel Customer Service Training Feedback 53

Myra Golden

DECEMBER 19, 2017

I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. the customers said. I was glad Beverly got this customer and not me.

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Customer Service Representative Customer Service Workshop Customer Service Training 45

Myra Golden

AUGUST 26, 2016

I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”. I’m taking a risk and posting this Flashback Friday video because one, some or all of these tips just may help you get an angry customer to back down. That cheesy video has gotten over 60,000 views. Try not to laugh too hard.

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2007 Customer Service Training Customers Customer Service 40

Myra Golden

AUGUST 26, 2016

I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”. I’m taking a risk and posting this Flashback Friday video because one, some or all of these tips just may help you get an angry customer to back down. That cheesy video has gotten over 60,000 views. Try not to laugh too hard.

2007 40

2007 Customer Service Training Customers Customer Service 40

Myra Golden

JANUARY 30, 2018

Today I’m going to show you how to use the Feel, Felt, Found method to express empathy to your customers. What’s great about the Feel, Felt, Found Method, is, it gives you the perfect response when you can’t give the customer exactly what they want. It helps you to be more relatable, and to foster a sense of connection with customers.

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Customer Service Training Connections Customer Service Customer Experience Design 69

Myra Golden

DECEMBER 13, 2017

Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud. How did 2017 go for you? The struggle is real.

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2017 2018 Customer Service Training Connections 51

Myra Golden

MARCH 29, 2017

What if the biggest problem with your customer experience was the way your employees spoke with customers? If you called up your own company, mystery shopping as a customer, would you cringe just a little bit at what you heard? If your customer interactions are less than ideal, how would you change them?

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Webinar Customers Connections Presentation 63

Myra Golden

JUNE 12, 2018

One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences. It’s undoubtedly efficient to ask customers questions in this manner. When you have to ask your customer questions, I want you to do two things: Always ask in complete sentences. First name?

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Article Customers Connections Customer Service 71

Myra Golden

NOVEMBER 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions. Our customers liked them too.

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Call Center Customers Article Customer Service 120

Myra Golden

JANUARY 1, 2019

When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. I’ve held discovery discussions, mystery shopped or listened to a random sample of calls between employees and customers, and I’ve prayed over the event. Prepare for Coaching Conversations.

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Webinar Customer Service Training Events Article 65

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

MARCH 17, 2017

How to handle a customer’s credit card. When you have to deliver bad news to a customer, and this was bad news, you must always be discrete, regretful, and if you can, be hopeful. When a customer’s credit card is declined, they are in an awkward and vulnerable situation. Work to put the customer at ease.

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Banking Travel Hotels Workshop 58

Myra Golden

SEPTEMBER 1, 2016

The employee I spoke with made the two biggest mistakes customer service employees can make in the beginning of a call with a patient – or “would-be” patient. You can use this train your staff on speaking in complete sentences. Your videos and training materials have helped me tremendously.

Customer Service Training 45

Customer Service Training Workshop Customer Service Customer Experience 45

Myra Golden

SEPTEMBER 1, 2016

The employee I spoke with made the two biggest mistakes customer service employees can make in the beginning of a call with a patient – or “would-be” patient. In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in.

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Customer Service Training Workshop Connections Customer Service 45