Myra Golden

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. And, it’s the same with customers. Taking a few seconds to create rapport makes interactions much smoother and more pleasant.

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Myra Golden

OCTOBER 20, 2021

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation.

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Myra Golden

MARCH 22, 2021

Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. With customers in intense situations, empathy helps you begin the de-escalation process. But empathy?

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Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. I was sitting in my office listening to recorded calls from one of my clients, as I often do ahead of a customer experience workshop. I’m fine.”. How are you?”

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Myra Golden

SEPTEMBER 28, 2017

In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy I’ve heard (and felt) to inspire them to come up with their own empathic responses. Feel Their Pain, Then Respond: Putting Yourself In Your Customer’s Shoes Is How You Get to Empathy. Was This Helpful?

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Myra Golden

SEPTEMBER 24, 2018

His assumption led to me having a very poor customer experience. In my customer service workshops, I teach your employees how not to make assumptions, and I explain this concept in an unforgettable way. You can get to a place where employees deliver better interactions by not making assumptions.

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Myra Golden

APRIL 15, 2017

I focused on those that did not meet and greet me, and not on the beautiful souls I did interact with. I went and delivered that training and a few days after that work, my client sent me the following reaction via email: Myra delivered two full-day workshops for us, and we could not be more pleased. I felt empty. That’s okay.

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SuiteCX

FEBRUARY 18, 2021

My design thinking team was soon using it in most of our meetings. Whiteboarding is just one tool in the huge box that is customer experience design. We were able to hold entire weeks’ worth of workshops in a collaborative fashion thanks to the virtual whiteboard space Miro provided. Built-in sticky note packs!

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Myra Golden

NOVEMBER 15, 2018

I’m in the business of helping companies improve employees’ soft skills to deliver better customer interactions. The most common way organizations employ me is to facilitate customized workshops that give a proven skillset and transform behavior so that employees are fully prepared and inspired to express the soul of the brand.

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Myra Golden

DECEMBER 10, 2018

The best formula for exceptional customer interactions is friendly staff + quality and value. That’s the goal, too, for your customer experience. I’m in the business of helping companies improve employees’ soft skills to deliver better customer interactions. See how we do it.

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Myra Golden

AUGUST 27, 2018

For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word.

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Myra Golden

MAY 7, 2021

A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be genuine. ” SMART question! Sign-up.

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Myra Golden

MARCH 18, 2019

While sipping a Bloody Mary, I reviewed a random sample of phone calls ahead of a workshop I’m delivering for a medical clinic in Los Angeles in a couple of weeks. I want to talk to you about your tone of voice with customers because this is the biggest problem I picked up on the recordings today. Unapologetic. Lacking empathy.

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Myra Golden

JUNE 24, 2019

The idea is to insert a personal tone so you can build rapport and even delight customers. I have my clients do four things in chat interactions to make them more human. Acknowledge customer concern, meaning speak to your customer’s pain point, “I realize this has been frustrating for you.” ” 3.

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Myra Golden

JULY 10, 2019

All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. For my utility client, the discussion showed the most pressing issue was that Representatives didn’t know how to keep interactions focused and productive.

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Myra Golden

MARCH 22, 2023

I followed up my voicemail explaining, “Here’s what we know, here’s what we’ve done, and here’s what’s next,” the framework I teach in my de-escalation workshops. I wrote my client an official apology letter using the frameworks I teach in my workshops. I promise we fixed the coding error!)

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Myra Golden

FEBRUARY 14, 2017

When the customer came back with the request a second time, the waitress simply repeated what she could not do. When customers feel pushed into a corner, many will escalate, either in intensity or by asking to speak with a manager. A big no-no in customer interactions is limiting choices. Limited choices.

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Myra Golden

JUNE 5, 2018

Tomorrow morning I’m headed to Phoenix to deliver a workshop at the Salesforce Trailblazers for the Future Conference. Before I wrap things up in my office today and prepare for tomorrow’s early flight, I’m sharing with you three things you can do to pre-empt an escalation with a customer. Do you take time just for you?

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Myra Golden

OCTOBER 29, 2018

If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. I have for you five little tricks that I share in my onsite de-escalation workshops. Show regret.

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Myra Golden

MARCH 6, 2017

The night before a workshop I delivered last week in Charleston, SC I called the Mellow Mushroom for delivery. He made me feel completely comfortable with my many customizations. And he gave me an engaging and genuine interaction. Are your people adding value to your company through their interactions with customers?

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Myra Golden

MARCH 18, 2020

Kmart showed me how quickly situations can escalate, and in a lot of ways, my work in retail taught me what not to do in intense interactions. Years later, as a call center manager, challenging customers and frequent escalations forced me to search for reliable approaches to delivering bad news and de-escalating intense interactions.

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CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Done right, maps help companies in many ways, including to… Understand experiences.

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Storyminers

MARCH 26, 2018

Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). Story Workout will be the first public workshop from StoryMiners. How We Reinvented Our Own CX. So, we opened up a project file and got to work!

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Myra Golden

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. ” Measure only standards and objectives that help you achieve the sound, flow, and feel in interactions that reflect the soul of your brand. Ditch everything else and get that form to three pages or less.

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Myra Golden

MAY 29, 2018

I’m sipping black tea and listening to classical music while I custom design a customer service workshop for a utility on the east coast. How might you adapt these statements to fit your interactions with customers? Key 2: Acknowledge How Hard This Is For the Customer. See how we do it.

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CSM Magazine

APRIL 23, 2021

The ecosystem combines data, content and community interaction to make the customer experience feel empowering and addictive. Brands that want to expand their offer should think strategically about their digital ecosystem; is your tech stack fit to deliver truly category-defining experiences?

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SurveySensum

JULY 14, 2020

He also founded a purpose-driven company, Customer Imperative, that focuses on helping B2B SaaS to retain customers, grow revenue, and scale customer success and Gain Grow Retain, a community for customer success leaders to share their work, collaborate and grow their careers. LinkedIn : [link]. Website : [link].

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Myra Golden

MARCH 17, 2017

When you do, you’ll be remembered for perfectly handling one of the most embarrassing customer interactions. For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team. Was This Helpful?

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Myra Golden

AUGUST 29, 2019

You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news.

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Myra Golden

AUGUST 3, 2018

Last week I worked with a fantastic new client in Cleveland on the chat customer experience. After my workshop in Ohio, I chatted with Amazon about a problem with my Kindle Oasis. My hope is that my takeaways might help my customer as they prepare to go live with chat in just a few weeks. Click here for larger image.

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Storyminers

NOVEMBER 30, 2016

You could save (permanently) on shipping, manufacturing, and on customization. Build-a-Bear Workshop makes its products right inside the store and even lets its customers help. Just think about how your business could be better if some of its parts could adapt more readily.

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Michelli Experience

JUNE 13, 2017

As a customer experience speaker who delivers keynotes and workshops, I’ve had to adapt to be the “master” over mobile technology. Together my clients and I look for what serves their customers best. In other words, we look for what adds the most value at each interaction point along the customer journey.

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Myra Golden

OCTOBER 11, 2016

Last Friday during a full day workshop in Austin, I got 8,000 steps just during the training. Companies ask me all of the time for help with their chat experience. My work usually starts with me reviewing a large sample of chat interactions for the company and that is where I decide to throw out all rote and un-friendly chat shortcuts.

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Myra Golden

OCTOBER 11, 2016

Last Friday during a full day workshop in Austin, I got 8,000 steps just during the training. Companies ask me all of the time for help with their chat experience. My work usually starts with me reviewing a large sample of chat interactions for the company and that is where I decide to throw out all rote and un-friendly chat shortcuts.

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Webinar Workshop Events Connections 45

Myra Golden

SEPTEMBER 1, 2016

In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in. The personal pronoun , – I, we, you, us – helps make the interaction warmer and more personal. How about, “What is your daughter’s last name?” or “We have very flexible scheduling.

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Myra Golden

SEPTEMBER 1, 2016

In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in. The personal pronoun , – I, we, you, us – helps make the interaction warmer and more personal. Here’s a short video I recorded on speaking in complete sentences. She did not use a “lead-in.”.

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Stella Connect

JUNE 5, 2017

In an age when consumers love sharing their brand interactions on social media, the impact of a single service experience can be massive. Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. Suzanne Henricksen.

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