Myra Golden

DECEMBER 19, 2017

I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. the customers said. I was glad Beverly got this customer and not me.

Customer Service Representative 45

Customer Service Representative Customer Service Customer Service Training Groups 45

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. Yes, that is exactly the goal of empathy in the customer experience.

Customer Service 63

Customer Service Customer Service Representative Training Video 63

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. Yes, that is exactly the goal of empathy in the customer experience.

Customer Service 40

Customer Service Customer Service Representative Training Video 40