Myra Golden

AUGUST 21, 2020

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you.

Workshop 105

Workshop Blog Interaction Customer Experience Design 105

Myra Golden

JULY 16, 2020

Digital workshops are super fun and include engaging learning activities, scenarios based on issues you bring, guided small group discussions in virtual breakout rooms, polling questions, and PDF workbooks. I’m facilitating digital workshops on de-escalation, call control, empathy, telephone skills, and more.

Workshop 52

Workshop Engagement Customer Experience Design Customer Experience 52

Myra Golden

APRIL 26, 2018

Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request. So I designed a unique Team-building Customer Service event built around a 12-foot pole. We spent the rest of the workshop discussing the exercise.

Workshop 63

Workshop Communication Events Customer Service 63

CX Journey

NOVEMBER 17, 2015

Before you can bring the stakeholders into a room to begin your workshop, there are a few things you’ll need to do. Stakeholder involvement means that we can ensure that each touchpoint has the appropriate individual or departmental ownership assigned to it.

Workshop 83

Workshop Customer Journey Mapping Customer Journey Touchpoint 83

Myra Golden

MAY 7, 2019

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask.

Transportation 92

Transportation Hospitality Workshop Interaction 92

Storyminers

SEPTEMBER 11, 2020

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential.

Customer Experience 59

Customer Experience Workshop Consulting Social Media 59

Myra Golden

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?”

Workshop 111

Workshop Article Customers Customer Service 111

Storyminers

SEPTEMBER 6, 2014

Something better can happen for the customer, the employee and the business. This is the Triple Bottom Line Design. Build-a-Bear Workshops are a great example of how this works. It also works for B2B experience design. Experience Design Customer Experience Design interviews'

Workshop 69

Workshop Customer Experience Design B2B Customers 69

Myra Golden

SEPTEMBER 17, 2020

You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. So let’s figure out how to fix that!

Workshop 116

Workshop Call Center Measurement Customers 116

Myra Golden

DECEMBER 10, 2018

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. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer. See how we do it.

Workshop 49

Workshop Wireless Customer Experience Interaction 49

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. On one call a customer said, “Hi Paul! The lady at American used the right words.

Workshop 86

Workshop Airlines Customer Service Training Customers 86

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. 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.

Customer Experience 52

Customer Experience Workshop Call Center Customer Service Training 52

One Millimeter Mindset

NOVEMBER 24, 2020

Let’s move forward with a facilitated pandemic storytelling workshop. And move forward with a facilitated pandemic storytelling workshop. If the thought of co-creating purposeful pandemic stories is overwhelming, think again. Contact me at this link. One millimeter at a time. First, your purposeful pandemic stories already exist.

Blog 73

Blog Workshop Leadership 2020 73

Myra Golden

APRIL 13, 2020

We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now!

Workshop 80

Workshop Customer Service Customer Experience Design Customers 80

Myra Golden

NOVEMBER 2, 2016

One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases I share in my training sessions for use in our role-plays – and in real life with customers: Now you can get even more tips for the very best telephone customer experience.

Workshop 67

Workshop Webinar Customer Experience Customer Service 67

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. Now I didn’t always do this.

Workshop 93

Workshop Interaction Customers Connections 93

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience speaker who delivers keynotes and workshops, I’ve had to adapt to be the “master” over mobile technology. is a professional speaker and chief experience officer at The Michelli Experience. Master the Machines.

Consulting 45

Consulting Customer Experience Workshop Customers 45

Myra Golden

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective. Start, Stop, and Continue.

Seminar 75

Seminar Workshop Feedback Communication 75

Myra Golden

DECEMBER 8, 2020

In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. ” I’m sharing with you the very teaching from today’s workshop. I call the method “U S A.” Try out U S A and let me know how it works for you. Practice the U S A Method.

Workshop 105

Workshop Customers Customer Experience Design Customer Experience 105

Myra Golden

DECEMBER 17, 2019

One of the small group exercises I facilitate in my customer service workshops is “What else?” I guide small groups to consider what else they might offer customers to make the experience refreshingly different – a lot like Starbucks did with me. Will you tweet this article for me? Get More Ideas Like This.

Customer Experience 10

Customer Experience Retail Workshop Call Center 10

Myra Golden

MAY 7, 2020

Here are some engagement ideas I’m hearing from people in my virtual workshops. They need contact, connection, and communication – and the break from serving customers. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations.

Workshop 71

Workshop Customer Service Connections Customers 71

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. He assumed he knew what I needed without asking me any follow-up questions. And it’s easy using this short video.

Workshop 68

Workshop Customer Experience Interaction Engagement 68

Strativity

NOVEMBER 20, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Dive into the qual and quant of customer experience research.

Consulting 53

Consulting Workshop Customer Journey Mapping Touchpoint 53

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?

Workshop 111

Workshop Insurance Interaction Customer Experience Design 111

Myra Golden

DECEMBER 13, 2018

I do an exercise in my workshops using a 12-foot pole. The result is better internal relations and the big finish is a great experience for your external customers. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations.

Workshop 90

Workshop Customers Events Customer Service 90

Myra Golden

SEPTEMBER 17, 2021

A workshop I’m facilitating in Tulsa in a few weeks is now online. We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. My son’s school reinstated mask mandates this week.

Workshop 109

Workshop Events Customer Experience Design Customers 109

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. Understand this.

Workshop 98

Workshop Interaction Customers Management 98

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Blake Morgan.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

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!

Workshop 59

Workshop Banking 2020 2014 59

Myra Golden

JUNE 13, 2017

Have you ever checked out my onsite training workshops? Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away with something new, and all of us feel we could have sat and listened to her for days! . •

Workshop 55

Workshop Seminar Customer Service Engagement 55

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. I’ll tell Siri to capture what I heard, or I’ll just type it out.

Workshop 94

Workshop Customers Interaction Customer Service 94

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.

Workshop 51

Workshop Customers Connections Interaction 51

Myra Golden

NOVEMBER 2, 2016

One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases that I share in my training sessions for use in our role-plays – and in real life with customers.

Workshop 67

Workshop Customers Customer Service Customer Experience Design 67

Myra Golden

MARCH 22, 2023

After three years, I’m back on set with my team at LinkedIn Learning to record two courses! My mornings start in the chair with celebrity makeup artist/makeup artistry career educator Tania Russell, who makes me feel like a queen!

Workshop 52

Workshop Customer Experience Design Customer Experience Customers 52

Myra Golden

NOVEMBER 15, 2018

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. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer.

Workshop 58

Workshop Customer Service Training Communication Brands 58

Myra Golden

NOVEMBER 15, 2016

After watching a Steven Segal movie with my husband on a Friday night, Under Siege , where Segal practices Aikido, my husband suggested that I put together a training workshop where I would teach my employees how to handle difficult customers using the martial art Aikido. My first Verbal Aikido workshop was in 1999.

Call Center 76

Call Center Workshop Customers Insurance 76

Myra Golden

NOVEMBER 15, 2016

After watching a Steven Segal movie with my husband on a Friday night, Under Siege , where Segal practices Aikido, my husband suggested that I put together a training workshop where I would teach my employees how to handle difficult customers using the martial art Aikido. My first Verbal Aikido workshop was in 1999.

Call Center 76

Call Center Workshop Customers Insurance 76