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. What’s Your Customer’s Panic Question?

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Transportation Hospitality Exercises Tips 92

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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Tips Customer Service Industry Conference 68

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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Tips Video Training Meeting 51

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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Tips Interaction Customers Customer Experience 55

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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Exercises Customer Service Training Groups Training 58

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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Video How To Tips Customer Experience 68

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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Airlines Customer Service Training Customers Training 86

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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Wireless Customer Experience Interaction Customers 49

CSM Magazine

APRIL 23, 2021

Accelerated by the pressures of Covid-19 and enabled by digital, brands are trying to respond to the ongoing challenge of commoditisation by moving from transactional to long-term value driven relationships with customers. Co-create to ensure the experience delivers on core-customer needs. Ensure your tech stack is future-fit.

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Brands How To Exercises Return on Investment 52

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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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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e-support Course Social Media Call Center 52

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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Customers Training Interaction Customer Experience 94

Myra Golden

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. We’re just trying to measure the customer experience. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. Needlessly Long Quality Form.

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Contact Center Meeting Feedback Interaction 51

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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Consulting Self Service Customer Experience Customers 113

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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Customers Connections How To Examples 49

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

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Customer Experience Consulting Multi-Channel Leadership 132

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.

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How To Banking Hotels Travel 58

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. Stephen Loyka.

Call Center 40

Call Center Contact Center Conference CRM 40

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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Video Communication Training Customers 71

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 Training Connections How To 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.

Training 45

Training Customer Service Training Video How To 45

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.

Connections 45

Connections Customer Experience Examples Strategy 45

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.

Customer Experience 40

Customer Experience Connections Examples Strategy 40