Myra Golden

DECEMBER 17, 2015

You know your customer service is not where it needs to be. You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. They aren’t establishing rapport with customers. Customer: “Hi Bill.

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Myra Golden

JANUARY 23, 2017

I remember managing a contact center and having an employee say to me , “Tammy does the exact same thing, yet the supervisor doesn’t take off points for her. I may not have the bubbly tone like Tammy, but I’m good with customers.” On January 26 th I am hosting a webinar, Quality Monitoring & Coaching.”

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Myra Golden

APRIL 13, 2017

Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. Join me for my 60-minute webinar, How to Motivate Customer Service Employees. It’s loaded with practical ideas to resist burnout and fire-up customer service employees.

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Myra Golden

JANUARY 23, 2017

I remember managing a contact center and having an employee say to me , “Tammy does the exact same thing, yet the supervisor doesn’t take off points for her. I may not have the bubbly tone like Tammy, but I’m good with customers.” On January 26 th I am hosting a webinar, Quality Monitoring & Coaching.”

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Myra Golden

APRIL 2, 2020

I managed a global call center during the Y2K fear, and my company spent a full twelve months contingency planning for everything that could potentially fail when the calendar flipped over to the new millennium. It’s fantastic that we can all support customers remotely. Is Your Customer Experience Consistent?

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Myra Golden

FEBRUARY 14, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Using the “because” tactic, you can increase the chances of a customer accepting your word as final. Customers are still upset.

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Myra Golden

JANUARY 25, 2017

This is such an important training because it addresses head-on the 4 biggest challenges supervisors and managers face with monitoring and coaching customer service employee: How to design the most effective monitoring form. In this web training, my clients will discover how often they should be reviewing calls with employees.

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Myra Golden

JANUARY 17, 2017

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

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Myra Golden

JANUARY 25, 2017

This is such an important training because it addresses head-on the 4 biggest challenges supervisors and managers face with monitoring and coaching customer service employee: How to design the most effective monitoring form. In this web training, my clients will discover how often they should be reviewing calls with employees.

Training 40

Training Feedback Measurement Tips 40

Myra Golden

JANUARY 17, 2017

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

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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. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

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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. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

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Myra Golden

JUNE 2, 2016

Three Unique Professional Development Events for Customer Service Professionals. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. Creating calm with difficult customers is not a matter of using aggressive tactics.

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Myra Golden

JUNE 2, 2016

Three Unique Professional Development Events for Customer Service Professionals. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. Creating calm with difficult customers is not a matter of using aggressive tactics.

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Myra Golden

FEBRUARY 3, 2017

Now, the hotels.com call center is telling me that because they couldn’t help my hotel in Baltimore sort out a problem, they are removing my earned rewards? The number one thing customers want is help. When you don’t/can’t help, customers instinctively want to climb the ladder. Customers also want acknowledgement.

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Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

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Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

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Myra Golden

NOVEMBER 2, 2016

Convey Empathy to Customers. 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.

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Myra Golden

JANUARY 4, 2017

Live Guided Webinars with Myra Golden. If you struggle with how to address employee problems with performance, behavior or attitude, join me for one of my Guided Webinars , where we talk about coaching, giving feedback and how to eliminate unacceptable performance. People generally perform better when they get feedback.

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Myra Golden

FEBRUARY 6, 2017

I blocked off yesterday afternoon to listen to a random sample of recorded phone calls between customer service representatives and customers (patients and providers) for my client. Their customers can be difficult. When customers hear statements like these is exactly the point I am hearing escalation.

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Myra Golden

JANUARY 4, 2017

Live Guided Webinars with Myra Golden. If you struggle with how to address employee problems with performance, behavior or attitude, join me for one of my Guided Webinars , where we talk about coaching, giving feedback and how to eliminate unacceptable performance. People generally perform better when they get feedback.

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Feedback How To Examples Customer Experience Design 40

Stella Connect

JUNE 5, 2017

The Journey to Customer Centricity – People Powered, Customer Driven Strategy (Keynote). A customer-centric culture radiates outward, and endears brands to their customers. EVP and Chief Customer Officer, Frontier Communications. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote).

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Myra Golden

APRIL 8, 2019

It was a call center. I walked into a rope of problems with outdated technology, an understaffed team, low morale, queues that made my stomach flip, apathetic and downright rude customer service agents. Every week we took a single issue, say, “Why does it take 19 days on average to return customer phone calls?”

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Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth. “A

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Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

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Myra Golden

APRIL 17, 2017

Don’t allow customer service employees to spend more than 80% of their time on the phones. Most contact center agents spend most all of their workday seated in front of their computers, headsets on, taking calls or waiting for calls. I created a task force of 4 customer service agents. Not a happy thought.

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Myra Golden

DECEMBER 29, 2016

I want to give you the tools and methods to position your employees to deliver a welcoming, warm and refreshing customer experience. “I really do love your webinars, Myra. .” 10-person pass to Myra’s Customer Service eLearning Suite of 10 courses (a $999 value!). Call Control Skills.

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Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

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Myra Golden

DECEMBER 29, 2016

I want to give you the tools and methods to position your employees to deliver a welcoming, warm and refreshing customer experience. Here’s What Full Access Gets You: You have access to Myra’s webinars for as long as you’re a member. “I really do love your webinars, Myra. Call Control Skills.

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Myra Golden

SEPTEMBER 20, 2016

Here’s an example for clear expectations for employees: “In all incoming phone calls with customers, I want you to start with a ‘lead-in’ as explained in Myra’s training. You are not to probe or transfer a customer before using the lead-in. I am working with a client to gain adherence to the attendance policy in a call center.

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Myra Golden

SEPTEMBER 20, 2016

Here’s an example for clear expectations for employees: “In all incoming phone calls with customers, I want you to start with a ‘lead-in’ as explained in Myra’s training. You are not to probe or transfer a customer before using the lead-in. I am working with a client to gain adherence to the attendance policy in a call center.

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