Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. 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. Interestingly, call volume was not up.

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Call Center Training Video How To 40

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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Insurance Policies Customers Strategy 82

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. Learn more or try for free.

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Training Video Course How To 67

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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How To Customer Service Training Video Training 40

Myra Golden

DECEMBER 17, 2018

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. 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. More than anything else, customers want help.

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Course Policies How To Customers 85

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

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

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.

How To 40

How To Customer Service Training Video Training 40

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. you are asked to actively participate in each module, and there are action items you take away.”.

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How To Airlines Training Course 51

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

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Customer Experience Consulting Multi-Channel Leadership 132

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? Don’t Push.

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Video Conference Policies Brands 69

Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr. Learn more or try for free.

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr. Learn more or try for free.

Training 40

Training Customer Service Ecommerce Customer Care 40

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.

Tips 40

Tips Training Video Strategy 40

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.

Contact Center 40

Contact Center Training Customer Service Training How To 40

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.

Contact Center 40

Contact Center Training Customer Service Training How To 40

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. I’m preparing to deliver a full-day De-escalation workshop to this group in a couple of weeks. Their customers can be difficult.

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Customer Service Representative Training How To Groups 40

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. This is line of advice I give all of my retail clients.

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Customer Experience Retail Tips Exercises 10

Michel Falcon Experience

APRIL 11, 2019

My approach to customer experience strategies to grow a business. Because when you pay for your groceries, a customer says thank you to the person that takes payment, and is out of thank you’s by the time they pass you as the bag boy. Interview Transcript. Actually, why don’t we just toss it to you?

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