Myra Golden

JUNE 2, 2016

Myra, a former global head of customer care, teaches leaders how to achieve harmony with dissatisfied and difficult customers through the use of empathy, conversational aikido and a solid recovery strategy. Explore ways to build stronger emotional connections with customers through Extreme Empathy. Myra Golden.

How To 40

How To Customer Service Training Video Training 40

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Implement and activate new experiences. Communicate and share experiences.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Strativity

NOVEMBER 20, 2019

If you’d like to start at the beginning, see part one of our lessons from CX Consulting series on How to Align Your Organization to Activate Change. Build understanding and engagement with Customer Journey Mapping. Even more, it enables you to: Consolidate the rich customer insight that already exists in your organization.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

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.

Video 71

Video Communication Training Customers 71

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

NOVEMBER 15, 2016

When she answered, I got straight to the point with my findings… “The problem is our agents are spending a lot of their time on calls with difficult customers. They get stuck; don’t know how to wrap up the conversation. They don’t know how de-escalate – they let the caller ramble on and things quickly spiral out of control.

Call Center 76

Call Center Training Video How To 76

Myra Golden

SEPTEMBER 8, 2018

Use personal pronouns, I, we, me, you – to make written communication sound more warm and personal. Pronouns, especially “I” and “you” – humanize the employee, and the customer and they bring a personal tone to a chat exchange. This response was so perfect that I share it in many of my chat handling workshops.

Interaction 61

Interaction Tips Communication Customer Experience 61

Myra Golden

JULY 25, 2017

Psychologists talk about what they call the communication chain. The communication chain says that when a person puts out a verbal message, they expect a response to that message. That first message is a link in the communication chain. I know how confusing it must be when…”. Was This Helpful?

Customer Service Training 56

Customer Service Training Communication Training Video 56

Myra Golden

JULY 15, 2018

So, I’m now issuing an update to these strategies and I’m calling this Six More Ways to Get An Angry Customer to Back Down. Maybe I’ll do a video later when I’m not delivering back-to-back workshops on the road. The first thing you need to do with demanding and unreasonable customers is create calm. Link the Communication Chain.

Video 68

Video Insurance Communication Customers 68

Wootric CX Blog

FEBRUARY 14, 2019

The “Make Mom Proud” Standard for How to Treat Your Customers , a coach for Chief Customer Officers, host of the podcast The Human Duct Tape Show , and frequently writes articles on her site, Customer Bliss. .” Jeanne Bliss. And we probably haven’t even got everything covered. Jeannie Walters.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SmartKarrot

MARCH 3, 2022

As a Trusted Advisor and Executive Sponsor, develop and maintain long-term relationships with stakeholders at your customers. Negotiate effectively with customers and partners and ensure that all Limeade contractual obligations and service commitments are met. Keep customers informed of process and procedural changes.

Customer Success 19

Customer Success Case Study Customer Satisfaction Employee Engagement 19

Myra Golden

NOVEMBER 15, 2016

When she answered, I got straight to the point with my findings… “The problem is our agents are spending a lot of their time on calls with difficult customers. They get stuck; don’t know how to wrap up the conversation. They don’t know how de-escalate – they let the caller ramble on and things quickly spiral out of control.

Call Center 40

Call Center Training Video How To 40

Myra Golden

JANUARY 30, 2017

This is a psychological tactic that I have been teaching in my how to handle difficult customers workshops for years. When customers are angry or out of control, they are likely stuck in the right side of the brain. This training is about how to take assertive control, create calm and pre-empt escalations.

Strategy 40

Strategy Training Customers How To 40

Myra Golden

JANUARY 30, 2017

This is a psychological tactic that I have been teaching in my how to handle difficult customers workshops for years. When customers are angry or out of control, they are likely stuck in the right side of the brain. This training is about how to take assertive control, create calm and pre-empt escalations.

Strategy 40

Strategy Training Customers How To 40

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. Frontier Communications just implemented its own enterprise-wide VoC platform that delivers detailed customer feedback right to agents, in real time. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote). Cecilia McKenney.

Call Center 40

Call Center Contact Center Conference CRM 40

Michel Falcon Experience

APRIL 11, 2019

I struggled at that for about a year and a half, and recognized if I want to learn how to grow businesses, I should probably go work for one that grew from nothing to something admired. I was like, “I hope I can figure out how to submit an invoice, and write a proposal. Really focus on customer experiences.

Culture 60

Culture Leadership Hospitality Meeting 60