Myra Golden

JANUARY 15, 2019

For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. Our call center set was so cool.

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Call Center Contact Center Course Training 45

Myra Golden

NOVEMBER 15, 2016

So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. I had just joined the company as the new Call Center Manager a few months ago. Interestingly, call volume was not up. Lauren has convinced Brendan to let her help him!

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Call Center Training Video How To 76

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.

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Customer Experience Call Center Video Training 52

Myra Golden

DECEMBER 19, 2016

When I managed a small call center in Tulsa, I was always looking for creative ways to motivate my employees. One of the tips in the book was called Post-It Note Therapy. The next morning I had an out of office meeting and I didn’t make it into the call center until early in the afternoon. The concept was simple.

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Call Center Tips Video Course 40

Myra Golden

DECEMBER 3, 2017

There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. If you like this video , take a closer look at my Customer Service eLearning courses.

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Communication Course Insurance Video 63

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. 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. Thanks so much for calling us today. Not at all.

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Customer Service Call Center Training Customer Service Training 56

Myra Golden

NOVEMBER 15, 2016

So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. I had just joined the company as the new Call Center Manager a few months ago. Interestingly, call volume was not up. Lauren has convinced Brendan to let her help him!

Call Center 40

Call Center Training Video How To 40

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. 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. Thanks so much for calling us today.

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Customer Service Call Center Training Customer Service Training 40

Myra Golden

DECEMBER 17, 2018

In my How to Deliver Bad News to Customers LinkedIn Learning course, I share four keys for how to deliver bad news, whether that’s over the phone, chat, or in person. How to say ‘no’ to a customer, and make your ‘no’ final. How to deliver bad news over the phone, email, or chat.

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Course Policies How To Customers 85

Beyond Philosophy

MARCH 12, 2015

Have you ever abandoned an online chat because it was taking too long so you could sit on hold for five minutes or more with a call center. What we need now is more action to address irrationality in Customer Experience design to include how it makes our Customers feel. Please click here to learn more.

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CEM Customer Journeys Conference Customer Centricity 60

Storyminers

JULY 29, 2016

After buying $100 worth of dog bones and cat nip, we started sending these out to our customers, thanking them for their business and giving them our Yelp link of course. Customers were thanking us for going the extra mile and saying how they can’t wait to tell their friends about our service. Want to read more from Chip?

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B2C Customer Retention Strategy Brands 124

Myra Golden

NOVEMBER 2, 2016

For help in how to talk to customers, especially when it comes to conveying empathy, check out: Customer Service eLearning – 10 courses to improve the way your employees convey empathy. We have the 7 Phrases for Conveying Empathy in this 1-minute video that you can easily share with your employees! Learn more or try for free.

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Training Video Course How To 67

Myra Golden

NOVEMBER 14, 2017

In my all-new Telephone Skills e-learning course , I teach your employees how to put customers at ease and build rapport over the phone by acknowledging their customer’s concern, just like the lady at American did for me. By recognizing my concern, she made me feel like she understood me. This eLearning is super easy!

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How To Airlines Training Course 51

Myra Golden

JANUARY 30, 2018

This response, while it didn’t give the customer everything they wanted to know, was both helpful, and framed with empathy. 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.

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Customer Service Training Training Course How To 69

Myra Golden

JANUARY 10, 2017

Choose an Administrator at your company and that person can add users to your account, assign courses and run progress reports with a couple clicks of the mouse! This eLearning is super easy! Learn more or try for free.

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Training Customer Service Ecommerce Customer Care 40

Myra Golden

DECEMBER 9, 2016

I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” ” And 60 days later this course was born! Experience “How to Rock Your Customer Service Job” .

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Customer Service How To Customer Service Training Training 53

Myra Golden

JANUARY 10, 2017

Choose an Administrator at your company and that person can add users to your account, assign courses and run progress reports with a couple clicks of the mouse! This eLearning is super easy! Learn more or try for free.

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

DECEMBER 9, 2016

I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” ” And 60 days later this course was born! Experience “How to Rock Your Customer Service Job” .

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Customer Service How To Customer Service Training Training 40

Myra Golden

MARCH 18, 2020

One night I stood less than two feet away from an angry customer who slapped my co-worker during a Blue-light Special. 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

OCTOBER 29, 2018

I called my hotel to cancel the reservation and was told that I’d still have to pay for one night’s stay because I didn’t cancel 72 hours in advance. Of course, I didn’t want to pay it. When I managed a call center, I had my employees come up with the top 20 reasons they had to say ‘no’ or refuse a customer’s request.

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Hotels Exercises Tips Call Center 92

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link].

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Customer Experience Consulting Multi-Channel Leadership 132

Myra Golden

DECEMBER 29, 2016

10-person pass to Myra’s Customer Service eLearning Suite of 10 courses (a $999 value!). Enrollment for up to 10 people in Myra’s Customer Service eLearning suite , so you can give your employees Myra’s very best training at their own pace. Please call our office for details. ” James Stuart.

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Exercises Training Hotels Course 45

Myra Golden

JULY 31, 2019

The outcome of this training is employees walk away with specific techniques to create calm, take control of the call, defuse anger and move the call to closure. “In In regards to your eLearning course, your coaching has immensely helped me with a few difficult calls these past three weeks.

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Social Media Course Training Customer Care 55

Myra Golden

DECEMBER 29, 2016

Enrollment for up to 10 people in Myra’s Customer Service eLearning suite , so you can give your employees Myra’s very best training at their own pace. Access to all of Myra’s training course scripts, exercises and slide decks, so you can train your own employees using Myra’s proven methods.

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Training Hotels Exercises Consulting 45

Bold360

DECEMBER 1, 2016

CX software aids companies in offering more personalized experiences and more accessible customer service through self-service functionality and rich support portals that grow and evolve with the business to adapt readily to customers’ needs, helps to reduce lengthy wait times when customers contact call centers, and much more.

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Software Customer Experience Company CRM 40

Michel Falcon Experience

APRIL 11, 2019

So then you went from that and then eventually found yourself making 10 bucks an hour at a call center at a 1-800-GOT-JUNK. ” Of course not. A lot of what you read out there is around customer experience design. Really focus on customer experiences. That would be psychotic.

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Culture Leadership Hospitality Meeting 60