Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

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How To Customer Service Training Video Training 40

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. Online Training Customized For Your Company! How you get the training is up to you!

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Course Training Video Contact Center 63

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. Our customers liked them too.

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How To Call Center Video Training 120

Myra Golden

AUGUST 26, 2016

I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”. That cheesy video has gotten over 60,000 views. I cringe when I look at the quality of the video and my style in front of the camera. I look so different from back then, nearly 10 years ago. Try not to laugh too hard.

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Video Customer Service Training Tips Training 40

Myra Golden

AUGUST 26, 2016

I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”. That cheesy video has gotten over 60,000 views. I cringe when I look at the quality of the video and my style in front of the camera. I look so different from back then, nearly 10 years ago. Try not to laugh too hard.

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Video Customer Service Training Tips Training 40

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers). Open with a lead-in. Good morning.

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Customer Experience Call Center Video Training 52

Myra Golden

DECEMBER 3, 2017

When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. ” To communicate your understanding to customers, try to see the situation from the perspective of the customer, and then just say what feels right.

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Communication Course Insurance Video 63

Myra Golden

NOVEMBER 15, 2018

One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this.

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Exercises Customer Service Training Groups Training 58

Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. The wrong words can cause dis-ease in customers, or leave customers thinking you don’t care. Customers, especially if they happen to be angry, need options. I’m fine.”.

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Airlines Customer Service Training Customers Training 86

Myra Golden

JULY 25, 2017

If your customer is raising his voice, cutting you off, or is clearly upset, he is stuck in the right side of the brain. To help this customer calm down, you’re going to have to move him to the left side of the brain. What you want is for your customer to operate in the left side of their brain, or their logical side.

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Customer Service Training Communication Training Video 56

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

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Customer Service How To Customer Service Training Training 53

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

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Customer Service How To Customer Service Training Training 40

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. you are asked to actively participate in each module, and there are action items you take away.”.

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How To Airlines Training Course 51

Myra Golden

SEPTEMBER 1, 2016

The employee I spoke with made the two biggest mistakes customer service employees can make in the beginning of a call with a patient – or “would-be” patient. Here’s a short video I recorded on speaking in complete sentences. You can use this train your staff on speaking in complete sentences.

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Training Customer Service Training Video How To 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. Achieving empathy in the customer experience is a bit like walking a tightrope.

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Customer Service Customer Service Representative Training Video 63

Myra Golden

MAY 1, 2018

I just got off of a productive and inspiring video conference with a new client. I’ll spend this afternoon, and much of this week developing a fully customized training class for this company. What’s your biggest problem in customer interactions? What’s your biggest problem in customer interactions? (I

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Interaction Training Conference Video 49

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

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Customer Experience Consulting Multi-Channel Leadership 132

Myra Golden

JUNE 2, 2016

Three Unique Professional Development Events for Customer Service Professionals. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. Creating calm with difficult customers is not a matter of using aggressive tactics.

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Contact Center Training Customer Service Training How To 40

Myra Golden

JANUARY 30, 2018

Today I’m going to show you how to use the Feel, Felt, Found method to express empathy to your customers. What’s great about the Feel, Felt, Found Method, is, it gives you the perfect response when you can’t give the customer exactly what they want. It helps you to be more relatable, and to foster a sense of connection with customers.

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Customer Service Training Training Course How To 69

Myra Golden

MARCH 29, 2017

What if the biggest problem with your customer experience was the way your employees spoke with customers? If you called up your own company, mystery shopping as a customer, would you cringe just a little bit at what you heard? If your customer interactions are less than ideal, how would you change them?

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How To Exercises Customers Training 40

Myra Golden

MARCH 17, 2017

How to handle a customer’s credit card. When you have to deliver bad news to a customer, and this was bad news, you must always be discrete, regretful, and if you can, be hopeful. When a customer’s credit card is declined, they are in an awkward and vulnerable situation. Work to put the customer at ease.

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How To Banking Hotels Travel 58

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 40

Customer Service Customer Service Representative Training Video 40

Myra Golden

DECEMBER 17, 2015

You know your customer service is not where it needs to be. You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. They aren’t establishing rapport with customers. Customer: “Hi Bill.

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