Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” ” And 60 days later this course was born! I have a treat for you today!

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Customer Service How To Customer Service Training Training 53

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. We show our three best features in this short video. Take a look around, read some reviews and sample some modules.

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Customer Service Training Training Customer Service Video 45

Myra Golden

MAY 27, 2021

50:20: German standards are very different from US standards, and my challenge is to wow customers, but quality points are wearing the agents down. MORE CALL CONTROL HELP: Call Control Mini-Course. Full Call Control Course (Inside Customer Service Master Class). And lots, and lots on quality assurance!

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Course Customers Engagement Customer Service 111

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” ” And 60 days later this course was born! I have a treat for you today!

Customer Service 40

Customer Service How To Customer Service Training Training 40

Myra Golden

SEPTEMBER 17, 2020

For more than 20 years, through my workshops, I’ve worked with customer service professionals like you who struggle with saying things to customers that they don’t want to hear. Learn how to give customers bad news with confidence now with my 45-minute LinkedIn Learning course.

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How To Call Center Course Measurement 116

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! .” .

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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!

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Training Customer Service Ecommerce Customer Care 40

Myra Golden

MARCH 29, 2022

I started offering my courses through LinkedIn Learning six years ago. I’m writing today to tell you how you can take one of my courses at no cost on LinkedIn! My course Empathy for Customer Service Professionals is featured and just one of many that can help you Learn the customer support skills to advance in your career.

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Course Customer Service Customer Experience Design Customers 52

Myra Golden

MAY 24, 2021

For example, we answer the phone with our typical greeting, and then for the next 5+ minutes, the customer barely takes a breath. More Call Control Help: Cal Control Mini Course. Full Call Control Course (Inside Customer Service Master Class).

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How To Course Customers Examples 72

Myra Golden

MARCH 6, 2017

In my workshops I tell people to look for something they can comment on, something perhaps that they have in common with the customer. For example, a customer service agent could say, “I ordered that exact same duffle for my daughter. These 3 things are game-changers in your customer experience.

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Customer Service Government Connections Customers 45

Myra Golden

AUGUST 6, 2021

Participating in assignments is the number one way we customize my online courses to your specific situations. One of my students typed out the following scenario in an exercise: Situation: The delivery company and the customer feels scammed; they want their money back immediately. Look over my shoulder while I grade work!

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Exercises Course Training Customer Service 52

Myra Golden

NOVEMBER 1, 2016

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. No other training has the potential to help your employees be friendly.

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Customer Service Call Center Training Customer Service Training 56

Myra Golden

JUNE 8, 2018

Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry. Take this course now for free. Here’s a 60-second introduction to the free course.

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Training Course Customer Service Training Study 93

Myra Golden

NOVEMBER 30, 2018

Want to set yourself up for success each time you interact with a customer? In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection. Join me and learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions.

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Course Training Interaction Connections 84

Myra Golden

DECEMBER 3, 2017

There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. If you like this video , take a closer look at my Customer Service eLearning courses.

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Communication Course Insurance Video 63

Myra Golden

SEPTEMBER 5, 2017

My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. This course outlines a simple four-step approach that can be used in a variety of customer service settings.

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Course Policies Communication Customers 84

Myra Golden

JANUARY 23, 2018

But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. Some people cuss, and yell and make threats when they are angry about customer service. This is not okay.

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Course Video How To Customers 84

Michelli Experience

NOVEMBER 14, 2017

As a matter of course, Ed asks many of the people he encounters to sign a baseball for him. That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. Of all things for which Ed is known, “signature baseballs” is a substantial element of his brand.

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Brands Hotels Leadership Guest Experience 113

Myra Golden

APRIL 21, 2021

My Agent spoke with friendliness and didn’t leave me frustrated in dead-air space – the same practices that make for a delightful telephone customer experience—mastering the chat support experience is easy when you approach the interaction like you would a phone call. Does your chat support need work?

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Insurance Chatbots Course Report 59

Michelli Experience

JULY 25, 2017

Neil cites David’s research noting that it demonstrates, “ For every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%.”. By contrast, employee distrust, disengagement, and neglect for development create the environment for most customer complaints.

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Consulting Touchpoint Leadership Employee Engagement 113

Myra Golden

NOVEMBER 13, 2017

It’s part of a full 16-module customer service training. As a special treat for you, I’m sharing one module from my client’s course. This video is about giving customers an experience that makes them feel good and maintains their esteem. I recorded this video last week for a client.

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Customer Service Training Video Course Training 91

Myra Golden

NOVEMBER 1, 2016

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. No other training has the potential to help your employees be friendly.

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Customer Service Call Center Training Customer Service Training 40

Myra Golden

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. And, it’s the same with customers. Now I didn’t always do this.

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Training Course Meeting How To 93

Myra Golden

NOVEMBER 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions.

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How To Call Center Video Training 120

Myra Golden

JUNE 12, 2018

So, try to always speak in complete sentences with your customers. This fantastic tip comes directly from my Telephone Skills online training course , which is part of my customer service eLearning catalog. Learn more about our online classes and sample courses here.

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Tips Course Training Connections 71

Myra Golden

JULY 9, 2020

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. If you need more help with conversation control, take my Call Control course on LinkedIn Learning.

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Contact Center Consulting Course Customer Service 52

Myra Golden

AUGUST 16, 2016

There’s a lot customer service professionals can learn from doctors when it comes to delivering bad news. My dad and mom had, of course, heard the news before. “If my dad doesn’t have this surgery, what are we looking at doctor?”. The surgeon expertly handled my question, all of our questions.

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Customer Service Representative Customer Service Tips Video 40

Myra Golden

DECEMBER 17, 2018

For more than 20 years, through my workshops, I’ve worked with customer service professionals just like you who struggle with how to say things to customers that they don’t want to hear. Here are Three Simple (But Important) Things To Remember About Giving Bad News To Customers. Never cause a sense of helplessness.

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Course Policies How To Customers 85

Myra Golden

MARCH 12, 2018

I liked the QVC chat so much that I used this example in my brand new Chat Customer Service eLearning course that we’re releasing on March 19th. If you’d like a sneak peek into one module of my brand new Chat course , learn my 4 Keys for Using the Right Language to Build Rapport in Chat in the video below.

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Course Video Brands Interaction 65

Myra Golden

MARCH 27, 2018

I just finished recording a fully customized 14-module video course for a new client. My client’s biggest challenge was how to navigate through complex calls, like situations with ramblers and challenging customers. Our custom courses get your employees to take some action every 4-5 minutes.

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Course Training Video Contact Center 63

Myra Golden

JUNE 23, 2020

” Like many customer service professionals, Andrea is experiencing what I now call the “COVID-19 Effect.” ” Customers are on edge about their money, whether to wear a mask or not, and from cabin fever. ” I’ll send you a link to my Linkedin Learning De-escalation courses for free.

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Interaction Contact Center Course Customer Experience 87

Myra Golden

DECEMBER 28, 2018

Telling customers what they don’t want to hear is one of the hardest things customer service employees will ever have to do. Giving bad news is hard because of the fear of backlash and because so many customers will just escalate to a supervisor in hopes of getting a different response.

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Course Training How To Customers 68

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. My entree was terrifically different — Vegan Tacos.

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Call Center Contact Center Course Training 45

Myra Golden

APRIL 6, 2023

Breaking bad news is one of the most challenging aspects of customer service. It’s always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is canceled. As such, these interactions can shape their perception of the brand as a whole.

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Contact Center Customer Service Representative Tips Training 52

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

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. By recognizing my concern, she made me feel like she understood me. This eLearning is super easy!

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How To Airlines Training Course 51

Myra Golden

DECEMBER 9, 2019

For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team. Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email.

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Customer Experience Call Center Video Training 52