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. Here are the 7 courses in my Linkedin Learning Bootcamp. Empathy for Customer Service Professionals. Customer service calls can sometimes get out of control.

Customer Service 101

Customer Service Course Policies Retail 101

Storyminers

AUGUST 28, 2017

They aren’t just doing ‘low-hanging fruit’ exercises, they’re very focused on creating enterprise and customer value at the same time. At Clorox , Doug Milliken shares that their focus is on extending the product experience beyond the walls of the store and beyond interactions with the product itself.

Brands 350

Brands Healthcare Roadmap Exercises 350

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.

Course 84

Course Training Interaction Connections 84

Experience Investigators by 360Connext

JULY 28, 2020

The human customer is literally removed from the equations. Executives are often the furthest removed from the daily interactions with customers. The higher up in the organization, the further away from dealing with customers directly. Creating a Customer Experience Habit means knowing what success looks like.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Myra Golden

OCTOBER 5, 2020

I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers.

Customer Service Representative 59

Customer Service Representative Training Customer Service Course 59

Michelli Experience

JULY 3, 2018

Years ago, it was much harder to convince a client to do a customer journey map. In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste. I have seen some beautiful customer journey maps in my day. Activate the Map.

Customer Journeys 90

Customer Journeys Touchpoint Innovation Customers 90

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.

Brands 113

Brands Hotels Leadership Guest Experience 113

Myra Golden

APRIL 21, 2021

Two things stand out from my chat interaction, though the entire discussion was 5-star. I have a complete Chat Support Training course in my Customer Service Class. Take a look at the course outline, and let me help your chat agents. I loved that the chat agent was knowledgeable, courteous, and friendly.

Insurance 59

Insurance Chatbots Course Report 59

Lumoa

JUNE 9, 2020

Craft onboarding experiences, product onboarding videos , blog posts, UI changes and purchasing paths to specifically reflect the things that your customer cares the most about. Act on Customer feedback According to Microsoft, brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback.

Ecommerce 208

Ecommerce Customer Experience Customer Journeys Feedback 208

Myra Golden

MARCH 6, 2019

” That point right there – people will never forget how you made them feel – is why we created this course. This training is about never having your customers hang up with negative feelings about how you talked to them. Handling calls in such a way that the customer hangs up feeling good is easy for you.

Training 94

Training Exercises Course Groups 94

Myra Golden

MARCH 18, 2020

Kmart showed me how quickly situations can escalate, and in a lot of ways, my work in retail taught me what not to do in intense interactions. Years later, as a call center manager, challenging customers and frequent escalations forced me to search for reliable approaches to delivering bad news and de-escalating intense interactions.

e-support 52

e-support Course Social Media Call Center 52

Myra Golden

JUNE 14, 2019

.” So, the purpose of “Feel, Felt, Found” here is to convey empathy and to offer a useful solution for delivering less than ideal news to a customer. I discuss building rapport with customers in everyday interactions and with challenging situations in my LinkedIn Learning course, “Building Rapport with Customers.”

Course 85

Course How To Interaction Customers 85

Myra Golden

JULY 2, 2019

And, it’s the same with customers. Taking a few seconds to create rapport makes interactions much smoother and more pleasant. I created a short training for LinkedIn Learning that teaches customer service professionals how to establish rapport.

Training 93

Training Course Meeting How To 93

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.

Course 84

Course Policies Communication Customers 84

Myra Golden

MARCH 12, 2018

That added to the personal feeling and made the entire interaction feel genuine. 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. P.S. We’re also launching a brand new course on Text Interactions.

Course 65

Course Video Brands Interaction 65

CX Journey

FEBRUARY 7, 2019

Understanding a particular customer experience (what went wrong or well) can be useful to inform business decisions, however, it cannot be generalized for an entire group of buyers. Customer needs and interactions with brands are changing as well as their expectations as technology advances. Read about my experience here.)

Customer Journeys 107

Customer Journeys Video Course Touchpoint 107

Myra Golden

JANUARY 23, 2018

These seven comebacks are from my How to Handle Difficult Customers eLearning course. This course focuses on de-escalation and putting you in control of the interaction. If you could use some help with dealing with challenging customers, consider this course offered in my online training suite.

Course 84

Course Video How To Customers 84

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. SCORM COURSES FOR YOUR LMS.

Customer Service 59

Customer Service Video Customer Service Training Course 59

Beyond Philosophy

MARCH 25, 2019

Your customers are irrational, too. They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making.

CRM 133

CRM B2B B2C Customer Experience Design 133

Myra Golden

NOVEMBER 27, 2017

When you do, your questioning will not come across as an interview, or an interrogation and your customers will feel better about the interaction. If you need help giving your employees the telephone skills they need, you might want to check out my Telephone Skills eLearning course.

How To 120

How To Call Center Video Training 120

Myra Golden

JUNE 12, 2018

One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences. It is so familiar to hear interactions like this: Last name? It’s undoubtedly efficient to ask customers questions in this manner. Learn more about our online classes and sample courses here.

Tips 71

Tips Course Training Connections 71

Michelli Experience

SEPTEMBER 30, 2016

In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

Myra Golden

JANUARY 3, 2022

.” Expect some customers to be upset with your refund policies. But, using these two steps, you should appease most customers. . If you need more help navigating challenging interactions with customers, check out my LinkedIn Learning course, Creating Positive Conversations with Challenging Customers.

Policies 59

Policies Contact Center Retail Course 59

delighted

JULY 19, 2019

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? Digital Customer Experience (DCX). Customer sentiment.

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56

Maz Iqbal

NOVEMBER 13, 2014

giffgaff, as a matter of course, sends extra SIMs to members. Some folks just don’t get how to use the various customer interaction channels intelligently. More importantly, some folks don’t get customers. How is that possible? Some folks just don’t get mobile. Some folks don’t get social.

Customer Experience 92

Customer Experience Case Study Banking Customer Philosophy 92

Micah Solomon

OCTOBER 24, 2018

This makes it essential to understand how customer memory actually works. So, let’s look at what the scientific disciplines of social psychology and behavioral economics have to say on the subject, as viewed through my lens as a customer experience designer and customer service consultant.

Customer Experience 53

Customer Experience Hospitality How To Consulting 53

Storyminers

JULY 29, 2016

By responding to your reviews, you can showcase your excellent customer service, reward your customers for providing feedback and encourage future interactions with your client base. Positive, personal interactions with customers can help increase brand loyalty. Founder/Partner, Storyminers. Adam Lasky.

B2C 124

B2C Customer Retention Strategy Brands 124

Myra Golden

APRIL 6, 2023

Understanding the Impact of Bad News Before we dive into the best practices for delivering bad news in chat, it’s important to understand the impact that this news can have on your customers. For many people, their interactions with customer service are the only points of contact they have with a company.

Contact Center 52

Contact Center Customer Service Representative Tips Training 52

Storyminers

FEBRUARY 9, 2016

Most vendors I spoke with at this year’s show justified the existence of their product(s) with claims about how it improved the customer experience, saved money, and made business more efficient and/or more profitable. One of the more popular uses is letting store associates know when a retailer’s best customers have entered the store.

Retail 124

Retail Omni-Channel Software Video 124

Myra Golden

JANUARY 15, 2019

I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything. Lacy, I need the harshness in your tone, the defensive attitude, and resistance to helping customers to go away immediately. Use what I call KFD.

Meeting 73

Meeting Course Feedback Customer Experience 73

Michelli Experience

OCTOBER 19, 2016

Conversely, in the course of my career, I have also encountered leaders who are selfish, surly, and condescending. Accordingly, they produce interactions with customers that are frequently caustic and tension-filled. They “rule” as opposed to “lead” and advance their own agenda irrespective of the impact they have on others.

Government 100

Government Travel Leadership Marketing 100

Truthlab

MAY 14, 2019

Product Experience (PX) is defined as the general customer perception, expectations and valuation of a company’s product or service during the course of its use in various applications. (PX) Implementation of creative, awe-inspiring ways to interact with customers.

User Experience 54

User Experience Course Customer Experience Interaction 54

Michelli Experience

FEBRUARY 28, 2017

in clinical psychology with an emphasis in dynamic, interactive human systems like married couples, families, and businesses. One organizing concept has proven to have a considerable amount of value when it comes to thinking about and constructing outstanding customer experiences. Long ago I received my Ph.D.

Customer Experience 100

Customer Experience Exercises Social Media System 100

NobelBiz

JUNE 6, 2021

They are certainly essential to your reputation, but do you consider them to be a consumer interaction? Such questions will be answered through your customer journey mapping. You must take a comprehensive approach to your modeling in order to properly capture this information and incorporate it into a customer journey map.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Touchpoint 52

Myra Golden

JANUARY 8, 2018

Our training is interactive. With just one click you can pull up progress reports, so you know when your employees have logged in, if they completed the training, and how they are progressing through the courses. John Hancock said, “The thing that struck me about Myra Golden’s eLearning modules was how engaging they were.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

Myra Golden

OCTOBER 29, 2018

Of course, I didn’t want to pay it. This exercises gave us immediate responses to the most challenging interactions, and it boosted the confidence of the entire team. If customer’s sense weakness or a crack in your response, many will just seek to go over your head. The one-night hotel rate was nearly $300.

Hotels 92

Hotels Exercises Tips Call Center 92

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. And then of course how we think about value and value proposition. New Customer Interaction Models.

Leadership 40

Leadership Course Case Study Social Media 40