Myra Golden

APRIL 23, 2020

If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Empathy for Customer Service Professionals. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport.

Customer Service 101

Customer Service Course Policies Retail 101

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. Expertise, empathy, and speed are the top three most important customer service qualities.

Customer Service 65

Customer Service Healthcare Customer Journeys Feedback 65

Kayako

JANUARY 17, 2018

Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team. Creating an effortless customer experience is the whole company’s stance. Share Performance with the Whole Company.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

Experience Investigators by 360Connext

FEBRUARY 9, 2021

First, it’s important to know that customer experience can’t exist in a vacuum — you must do the work to align your company goals with your CX goals. Consider what most organizations focus on for their overall business goals: Companies need to earn more than they spend. Customer Value.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. is a professional speaker and chief experience officer at The Michelli Experience. The post Is Customer Service Getting Better or Worse?

Social Media 113

Social Media Customer Service Consulting Study 113

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. is a professional speaker and chief experience officer at The Michelli Experience. The post Is Customer Service Getting Better or Worse?

Social Media 100

Social Media Customer Service Consulting Study 100

BlueOcean

MARCH 13, 2023

The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Myra Golden

MARCH 18, 2020

If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions. YouTube Short Customer Service Videos.

Customer Service 59

Customer Service Video Customer Service Training Course 59

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Myra Golden

JUNE 25, 2018

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers.

Customer Service 94

Customer Service Policies Examples Meeting 94

CSM Magazine

FEBRUARY 20, 2018

Here are five ways AI harnesses the power to revolutionize the customer experience: Delivers proactive customer experiences. As organizations accumulate more data on customers, predictive accuracy will increase and deliver proactive customer service that anticipates and acts prior to an issue arising.

Customer Service 40

Customer Service Contact Center Training Call Center 40

Michelli Experience

MARCH 25, 2016

Companies, together with their tech support divisions should consider incorporating videos in their operation, as it has become a channel where people absorb tons of complex information nowadays. If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service?

Video 100

Video Entertainment Customer Service Social Media 100

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

Meeting 100

Meeting Customer Experience Design CRM Strategy 100

Michelli Experience

MARCH 11, 2016

Companies are urged to adopt mobile strategies, and for many reasons. Modern consumers are actively agreeing upon loyalty program participation, and companies able to host such programs are experiencing immense growth. If your company has a responsive design, it can capitalize on the consumer’s inherent need of information.

Technology 100

Technology Company Marketing Loyalty Programs 100

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. My job with this company was to give new managers the skills and inspiration they needed to advance and move ahead. Experience “How to Rock Your Customer Service Job” . Learn more about our online customer service training here.

Customer Service 53

Customer Service How To Customer Service Training Training 53

Myra Golden

JULY 29, 2019

Listen to some calls from your customer service team and choose the best two or three, and play a portion of these extraordinary calls in your next employee meeting. He enjoyed the break from the call center, was a natural leader we learned, and he loved being a part of something big for the company. Highlight What They Do Well.

Customer Service 61

Customer Service Call Center Tips Meeting 61

Michelli Experience

FEBRUARY 7, 2017

According to the press release “Select customers can now order coffee ‘on command’ using My Starbucks® barista as part of an initial feature rollout integrated seamlessly into the Starbucks mobile app for iOS. At the same time, the company is launching a Starbucks Reorder Skill on the popular Amazon Alexa platform.

Customer Service 100

Customer Service Customers Interaction Meeting 100

ShepHyken

DECEMBER 5, 2018

Here’s a question: What is it that you don’t like about some of the companies and organizations you do business with? As an example, there is always a company that makes me go through their entire advertising pitch before anyone picks up the phone. Here are TEN WAYS companies (and employees) create friction. That’s friction.

Policies 125

Policies Case Study Advertising Banking 125

Myra Golden

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. My job with this company was to give new managers the skills and inspiration they needed to advance and move ahead. Experience “How to Rock Your Customer Service Job” . Learn more about our online customer service training here.

Customer Service 40

Customer Service How To Customer Service Training Training 40

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Customer-centricity is no different.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope.

Customer Service 63

Customer Service Customer Service Representative Training Video 63

Myra Golden

JANUARY 10, 2017

Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more Myra’s customer service eLearning. Choose an Administrator at your company and that person can add users to your account, assign courses and run progress reports with a couple clicks of the mouse! .” .

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

JANUARY 10, 2017

Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more about Myra’s customer service eLearning. Choose an Administrator at your company and that person can add users to your account, assign courses and run progress reports with a couple clicks of the mouse!

Training 40

Training Customer Service Ecommerce Customer Care 40

Storyminers

MAY 21, 2020

Certainly in Australia, there have been growing examples of CMOs actively partnering with their customer service, operational and people and culture counterparts to make that happen. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 147

Culture Voice of Customer Fashion Strategy 147

Myra Golden

MAY 7, 2020

Have everybody wear fun pajamas Let everyone order lunch to be delivered around the same time (Company picking up the tab) Everyone check-in with how they’re feeing using a season, “Today I’m spring,” or “I feel like winter.” Here are some engagement ideas I’m hearing from people in my virtual workshops.

Customer Service 71

Customer Service Tips Meeting Video 71

Michelli Experience

SEPTEMBER 5, 2017

Relevance to Customer Experience Design. Implicit biases mean life or death in healthcare and they likely also have a meaningful impact on your customers. As a customer experience designer, I’ve been blessed to work with many Fortune 500 companies who are rich with talented “design thinkers.”

Customer Experience Design 127

Customer Experience Design Hospitality User Experience Healthcare 127

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Giving Customers a Sense of Control.

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

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. The same goes for customer service representatives. Having a high EQ is vital to customer service.

Management 78

Management Leadership Conference Examples 78

Comm100

AUGUST 1, 2018

Ian Luck critically explains the detrimental effects that companies suffer when employees at different levels: executive, managerial, and front-line fail, to close the feedback loop. Do companies have the right policies in place to ensure their feedback loop is closed at all levels? But what exactly is the problem?

Customer Experience 101

Customer Experience Policies Social Media Effort Score 101

Myra Golden

NOVEMBER 1, 2016

I have to do better in my own company. I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite. On the way into my office this morning I stopped to get coffee and breakfast for my team.

Customer Service 56

Customer Service Call Center Training Customer Service Training 56

Myra Golden

MAY 30, 2018

One of the most significant challenges facing companies today is attracting and retaining right-fit front line customer service professionals. For sure, this is challenging, but you can find and keep good-fit employees if you know what’s important to Millennials as it relates to the job search and company culture.

Customer Service 49

Customer Service Social Media Culture Feedback 49

Myra Golden

MARCH 6, 2017

He made me feel completely comfortable with my many customizations. Are your people adding value to your company through their interactions with customers? Your employees can add value to the customer experience by doing 3 things: Making personal connection, Acknowledging concern, and Empathy. He was genuine.

Customer Service 45

Customer Service Government Connections Customers 45

Storyminers

JULY 29, 2018

Certainly in Australia, there have been growing examples of CMOs actively partnering with their customer service, operational and people and culture counterparts to make that happen, and extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 113

Culture Voice of Customer Fashion Customer Experience Design 113

Myra Golden

JULY 10, 2019

I’m working with a utility company in the northeast. All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. Let’s look at what we can do right now to try to fix this.” Get More Ideas Like This.

Tips 68

Tips Customer Service Industry Conference 68

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time, it is also what most companies are missing. How do you take action on customer experience? Listen to your customers. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Myra Golden

DECEMBER 19, 2017

She didn’t want to discuss things, and she certainly didn’t want to give the customer an in-store credit. Taking things personally often is a demonstration of your loyalty to the company and your insistence on things being fair and right. It can make you more defensive and less willing to help your customers. Caitlin Singer.

Customer Service Representative 45

Customer Service Representative Customer Service Customer Service Training Groups 45