One Millimeter Mindset

NOVEMBER 24, 2020

Let’s move forward with a facilitated pandemic storytelling workshop. And move forward with a facilitated pandemic storytelling workshop. I catalyze talented professionals like you to translate across legacy communication and collaboration disconnects. Contact me at this link. One millimeter at a time.

How To 95

How To Leadership Exercises Innovation 95

Strativity

NOVEMBER 20, 2019

We typically recommend organizations start with an internal workshop that engages two dozen mid-level, cross-functional employees in the process of defining key aspects of the customer experience — including the myriad of touchpoints, success drivers, emotions, etc. Dive into the qual and quant of customer experience research.

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Consulting Customer Journeys Touchpoint Policies 53

Myra Golden

MAY 7, 2020

Here are some engagement ideas I’m hearing from people in my virtual workshops. They need contact, connection, and communication – and the break from serving customers. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations.

Customer Service 71

Customer Service Tips Meeting Video 71

Myra Golden

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective. Start, Stop, and Continue.

Exercises 75

Exercises Policies Training Feedback 75

Myra Golden

JUNE 2, 2016

Examine the 6 steps for a customer recovery plan that empowers employees with excellent decision-making and judgment skills, resolves problems at the first encounter and restores customer trust. Discover how your employees can communicate assertively, create calm and take control with difficult customers by using conversational aikido.

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How To Customer Service Training Video Training 40

Heart of the Customer

OCTOBER 23, 2014

Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag down your customer experience. I’m teaching a series customer experience workshops for an insurance company.

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Customer Experience Insurance Customer Journeys Report 117

CSM Magazine

APRIL 23, 2021

From communication, to content, to transactions. Brands that want to expand their offer should think strategically about their digital ecosystem; is your tech stack fit to deliver truly category-defining experiences? How to add value to your offer by designing meaningful experiences.

Brands 52

Brands How To Exercises Return on Investment 52

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. The idea is to link the communication chain with a genuine acknowledgement of concern.

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

Myra Golden

JUNE 2, 2016

Examine the 6 steps for a customer recovery plan that empowers employees with excellent decision-making and judgment skills, resolves problems at the first encounter and restores customer trust. Discover how your employees can communicate assertively, create calm and take control with difficult customers by using conversational aikido.

How To 40

How To Customer Service Training Video Training 40

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.

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Interaction Tips Communication Customer Experience 61

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

Peter Lavers

MARCH 26, 2015

Another common approach is to design the experience from the inside out, starting with the corporate desired outcomes. Another common approach is to design the experience from the inside out, starting with the corporate desired outcomes. In our experience “inside out” is also a mistake. Master Class.

Customer Journeys 40

Customer Journeys Exercises Customer Experience Design Customers 40

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Jeannie: She’s a TEDx speaker , CEO and Chief Customer Experience Investigator at 360 Connext , trainer, workshop leader, consultant, and podcaster. Why we love Sandra: She’s the Customer Experience Director and thought leader for Strong-Bridge Envision Consulting. Jeannie Walters. Joey Coleman.

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Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Myra Golden

JUNE 2, 2016

There are definite tactics, deployed strategically, that will position any customer service professional to create calm, defuse anger and assertively control conversations. In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

There are definite tactics, deployed strategically, that will position any customer service professional to create calm, defuse anger and assertively control conversations. In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido.

Contact Center 40

Contact Center Training Customer Service Training How To 40

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

After watching a Steven Segal movie with my husband on a Friday night, Under Siege , where Segal practices Aikido, my husband suggested that I put together a training workshop where I would teach my employees how to handle difficult customers using the martial art Aikido. My first Verbal Aikido workshop was in 1999.

Call Center 76

Call Center Training Video How To 76

Myra Golden

NOVEMBER 15, 2016

After watching a Steven Segal movie with my husband on a Friday night, Under Siege , where Segal practices Aikido, my husband suggested that I put together a training workshop where I would teach my employees how to handle difficult customers using the martial art Aikido. My first Verbal Aikido workshop was in 1999.

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. The right side of the brain is where we are emotional, whereas the left side is our rational/analytical side.

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. The right side of the brain is where we are emotional, whereas the left side is our rational/analytical side.

Strategy 40

Strategy Training Customers How To 40

Myra Golden

NOVEMBER 15, 2018

” Recalling her advice, I thought, I won’t tell them to communicate better, I’ll put them in a situation that forces them to see why not communicating is making their jobs so much harder. What did this teach you about communication? And then bring one of our fun, engaging workshops to your company.

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Exercises Customer Service Training Groups Training 58

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]. LinkedIn : [link].

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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.

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Call Center Contact Center Conference CRM 40

Michel Falcon Experience

APRIL 11, 2019

I spent two and a half, three years advising, speaking, hosting workshops, while I was still in Vancouver. A lot of what you read out there is around customer experience design. Really focus on customer experiences. You have to be communicating on a daily basis, and leverage what tools you have.

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Culture Leadership Hospitality Meeting 60