Myra Golden

APRIL 5, 2023

How to train your call center agents on signposting If you manage a call center or team of phone representatives, it’s essential to provide training on effective signposting techniques.

Self Service 52

Self Service Call Center Tips Training 52

Myra Golden

DECEMBER 17, 2015

This attitude problem is what drives customers to tweet and blog about a poor customer experience. In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

Myra Golden

JANUARY 10, 2017

Walmart called Myra’s eLearning the “ the gold standard ” and John Hancock said , “ The first thing that struck us was how engaging each module was….you you are asked to actively participate in each module and there are action items you take away. This eLearning is super easy!

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

JANUARY 10, 2017

Walmart called Myra’s eLearning the “ the gold standard ” and John Hancock said , “ The first thing that struck us was how engaging each module was….you you are asked to actively participate in each module and there are action items you take away. This eLearning is super easy!

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

OCTOBER 18, 2016

Well, they do, but more than that, what your customers really want is their problems solved. Make sure you’re focusing on what matters to your customers. Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer. Fix what frustrates your customers .

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

OCTOBER 18, 2016

Well, they do, but more than that, what your customers really want is their problems solved. Make sure you’re focusing on what matters to your customers. Every call center I’ve worked with scores agents on metrics, like call handling time and average speed of answer. Fix what frustrates your customers .

Training 40

Training Customer Experience Telecommunications Call Center 40

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.

Call Center 76

Call Center Training Video How To 76

Myra Golden

MAY 13, 2019

No, you weren’t imagining perfect agents in the Zappos Call Center. But they could just as easily be your employees after skill training on how to calm down angry and agitated customers. Help your employees eliminate their fears and doubts about getting angry customers to back down. See the webinar outline.

How To 78

How To Call Center Training Customers 78

Storyminers

APRIL 24, 2018

It takes more than a well-crafted business design and some clever tech to make a guest and owner services business hum. With call center activity levels in the thousands of calls each day, here are a couple of things Vacasa does differently: A well-defined career path for customer-facing reps.

Case Study 100

Case Study Study Culture Guest Experience 100

CX Journey

NOVEMBER 24, 2015

Deliver a different experience to/for different people. Train for skills but hire for attitude You know the drill: Hire for attitude, train the skills. Happy employees are more likely to yield happy customers. Wouldn't it be cool if there was a tool to help your call center with a couple - if not all - of these?

Customer Service 80

Customer Service Call Center Case Study Customers 80

Beyond Philosophy

MARCH 23, 2016

Consider the damage caused by a Call Center Silo. A Call Center wants to process calls as fast as possible, so the members of that department focus on speed of call processing. Who wants a long call at the call center? The CCO would: Oversee the overall Customer Experience.

Chief Customer Officer 60

Chief Customer Officer Company Call Center Leadership 60

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. I wanted to treat my small team today for working so hard over the weekend and yesterday into the evening on the big project of moving our entire eLearning roster and training modules to a new hosting site. I don’t do this often enough. Welcome to __.

Customer Service 56

Customer Service Call Center Training Customer Service Training 56

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.

Customer Experience 52

Customer Experience Call Center Video Training 52

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.

Call Center 45

Call Center Contact Center Course Training 45

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. However, many employees need some training on it. Emotional intelligence (EQ) is critical to leadership.

Management 78

Management Leadership Conference Examples 78

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.

Call Center 40

Call Center Training Video How To 40

Myra Golden

AUGUST 8, 2018

Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa. This consultant, Sally Cox, had trained police officers to immediately assert their authority over situations.

Call Center 75

Call Center Consulting Video Training 75

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. I wanted to treat my small team today for working so hard over the weekend and yesterday into the evening on the big project of moving our entire eLearning roster and training modules to a new hosting site. I don’t do this often enough. Welcome to __.

Customer Service 40

Customer Service Call Center Training Customer Service Training 40

Beyond Philosophy

APRIL 2, 2021

Faure-Field is an expert in sound and smell as part of the Customer Experience. Equal Strategy helps organizations use their Customer Experiences’ sounds and smells strategically. He shared with us why many Customer Experience design projects overlook sound and smell.

Hotels 117

Hotels Consulting Study Brands 117

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into 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.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

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.

Call Center 40

Call Center Tips Video Course 40

CSM Magazine

FEBRUARY 20, 2018

Data examined by AI can help businesses uncover patterns companies can use to create entirely new and monetizable services for customers. Increases contact center productivity. Enhances real-time agent training. Cameron Weeks is CEO of Sharpen , a contact center platform with an agent-first focus.

Customer Service 40

Customer Service Contact Center Training Call Center 40

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 was embarrassing, and after three internet outages, she had to abandon the live online training! Will cars start?

Tips 59

Tips e-support Call Center Interaction 59

Myra Golden

AUGUST 29, 2019

So, don’t prime customers by dropping words and expressions that say there’s someone above you more capable of making decisions. Assert your authority with confidence, like I had my call center agents do when customers got upset about not being able to use a debit card to rent a vehicle. Continue the conversation with me?

Video 71

Video Communication Training Customers 71

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.

Culture 56

Culture Hotels Training Contact Center 56

Myra Golden

JANUARY 23, 2017

Basically, to calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and “feels” like so that every “evaluator” is rating the calls/contacts the same way. It helped protect supervisors against being accused of favoritism. The choice is yours.

How To 55

How To Comparison Contact Center Call Center 55

CX Journey

NOVEMBER 10, 2015

Employee CX Assessment : What if we asked employees what they know about customers and the customer experience? If we don't listen, we'll never know anything about our customers' needs and desired outcomes. social media, call center data/feedback, voice of customer through employees) is an "always on" venture.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

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. Videos discussing key points from Myra’s Verbal Aikido training workshop .

How To 40

How To Customer Service Training Video Training 40

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. Videos discussing key points from Myra’s Verbal Aikido training workshop .

How To 40

How To Customer Service Training Video Training 40

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.

Culture 40

Culture Hotels Training Contact Center 40

Myra Golden

FEBRUARY 3, 2017

When he didn’t get things sorted out after 2 lengthy calls to hotels.com, he told me, “I’m just going to cancel your hotels.com reservation and rebook you in our system.”. I was eager to get into my room and rest up for a week of full-day training sessions. Learn more about this online training right here and get your team signed up.

Hotels 40

Hotels Management Rewards Programs Travel 40

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. Don’t lecture; listen.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Myra Golden

JANUARY 23, 2017

Basically, to calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and “feels” like so that every “evaluator” is rating the calls/contacts the same way. It helped protect supervisors against being accused of favoritism. The choice is yours.

How To 40

How To Comparison Contact Center Call Center 40

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. Experience “How to Rock Your Customer Service Job” . How to Talk to Customers – So your employees can master the human relations skills that it takes to consistently deliver a delightful customer experience .

Customer Service 53

Customer Service How To Customer Service Training Training 53

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.”.

How To 51

How To Airlines Training Course 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.

Training 67

Training Video Course How To 67

Myra Golden

DECEMBER 3, 2017

If you like this video , take a closer look at my Customer Service eLearning courses. Your employees can take the training right on our website, or we can give you the modules in SCORM format if you have your own LMS. Share this video with your employees , and they’ll instantly be better at conveying empathy.

Communication 63

Communication Course Insurance Video 63