Myra Golden

SEPTEMBER 17, 2021

Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!

Customer Service 116

Customer Service How To Innovation Customers 116

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. What advice can you give me? Engage with video.

Training 105

Training Customer Service Contact Center How To 105

Myra Golden

SEPTEMBER 23, 2020

Up your customer service game! Show your boss you’re proactive. Eight classes FREE through March 2021. Opportunity.LinkedInLearning.com.

Customer Service 111

Customer Service Customers Customer Experience Design Customer Experience 111

ShepHyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. For instance, QR codes can effectively be implemented in customer service. In this blog post, we will look at some of the most creative ways companies employ QR codes to help customers and provide a matchless customer experience.

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

CX Journey

NOVEMBER 24, 2015

Think about the last time you called a company's customer service number. I know how painful it can be to call customer service. The following outlines four things that companies need to remember as they design the customer service experience. Did your personalities mesh or clash?

Customer Service 80

Customer Service Call Center Case Study Customers 80

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

Myra Golden

OCTOBER 7, 2021

Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Here’s the replay from today’s session – again, dedicated to customer service leaders.

Customer Service 52

Customer Service Customers Customer Experience Design Customer Experience 52

Myra Golden

OCTOBER 4, 2021

Happy Customer Service Week! I kicked things off over at the official National Customer Service Week online event this morning. Celebrate the heart of service with us tomorrow for Day 2. . I talked about how employee appreciation leads to happiness, and happiness gives you so many benefits.

Customer Service 52

Customer Service Customers Customer Experience Design Customer Experience 52

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

Myra Golden

OCTOBER 5, 2021

I hope to see you tomorrow at the official Customer Service Week celebration. . I revealed the number one training request I get directly from frontline employees, and I take you inside my digital classroom for a high-impact workshop. If you missed us live this morning, no worries, I have the video below.

Customer Service 52

Customer Service Tips Video Training 52

Myra Golden

APRIL 3, 2020

Book Your Virtual Customer Service Workshop Now! Once we agree on your training content, we set a date for live virtual training that includes breakout rooms, online hand-raising, polling questions, and PDF workbooks. Plus, we record the training and hand it over to you to use as you wish.

Customer Service 59

Customer Service Conference Video Training 59

Myra Golden

OCTOBER 7, 2021

My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .

Customer Service 105

Customer Service Customers Customer Experience Design Customer Experience 105

Myra Golden

FEBRUARY 14, 2022

” My De-escalation Academy for Customer Service will help you bring down the temperature with those mean customers. I’ll show you how to transfer customers out of the emotional right-brain and guide them to the next steps inside the Academy.

Customer Service 75

Customer Service Customers Industry Management 75

Myra Golden

APRIL 20, 2020

I read that the average customer service call lasts 2 minutes longer than it needs to. Often, we don’t know how to get an angry customer to back down, or we struggle to move a customer from venting to a solution. Or we don’t want to be rude when trying to wrap things up with a friendly, talkative customer.

Customer Service 76

Customer Service Strategy Course Customers 76

Myra Golden

JUNE 9, 2021

Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers. GET MORE IDEAS LIKE THIS.

Customer Service 105

Customer Service Tips Customers Customer Experience 105

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. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Social Media 113

Social Media Customer Service Consulting Study 113

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

Kayako

JANUARY 17, 2018

These interactions make up part of the customer experience, but not all of it. 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. Customer-centric product design.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

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. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Social Media 100

Social Media Customer Service Consulting Study 100

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

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

JULY 1, 2020

Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that can be learned online.

Customer Service 105

Customer Service Interaction Customers Customer Experience Design 105

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

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

Myra Golden

APRIL 8, 2020

Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Read outlines and sample now.

Customer Service Training 52

Customer Service Training Training Customer Service Report 52

Myra Golden

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. It Worked on My Husband!)

Customer Service 96

Customer Service Tips Video Interaction 96

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

Myra Golden

NOVEMBER 6, 2020

I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Besides the usual increase in web traffic, call volume, and longer business hours, customer service and support reps will need to be ready for the pandemic’s impact on the customer experience.

Customer Service 45

Customer Service Management How To Video 45

Myra Golden

APRIL 13, 2017

Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. Join me for my 60-minute webinar, How to Motivate Customer Service Employees. It’s loaded with practical ideas to resist burnout and fire-up customer service employees.

Customer Service 84

Customer Service Video How To Customers 84

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. The way to leverage this is to understand that intentional, proactive and positive customer experience design leads to real results for your organization AND your customers. Cost of service.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Myra Golden

JULY 15, 2021

Download the empathy statements PDF and practice your first five empathy responses to customers. Grab your empathy sheet!

Customer Service 122

Customer Service Customers Customer Experience Design Customer Experience 122

Myra Golden

NOVEMBER 30, 2018

This week has been dedicated to customized customer service eLearning for some of my favorite clients. Read on to see how we create custom video training. Well, all of my clients are my “favorite.” ” People often ask me how we put together our tailored online training for clients.

Customer Service 55

Customer Service Video Training Customers 55

Storyminers

JANUARY 26, 2015

They used the then-new tech to operate more efficiently and … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Experience Design Instructions Service Design Strategy articles business strategy customer experience customer service Experience Designer service (..)

Meeting 100

Meeting Customer Experience Design CRM Strategy 100

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?” Experience “How to Rock Your Customer Service Job” .

Customer Service 53

Customer Service How To Customer Service Training Training 53

Michelli Experience

MARCH 25, 2016

If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service? Videos are very efficient in dispensing valuable information that would help the customer base enjoy and possibly encourage more transactions. So why not publish a video that addresses their needs?

Video 100

Video Entertainment Customer Service Social Media 100

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. We’ve done escape rooms, painting with wine in hand, and I once brought in a game from my childhood home, Simon, which gave way to energy and belly laughs.

Customer Service 61

Customer Service Call Center Tips Meeting 61

Myra Golden

MARCH 15, 2018

Let the customer know that there will be a few seconds of silence, by explaining what you are doing, “This will take just a few moments to pull up,” or “What I’m doing here, is processing the return, and placing your replacement order. Once, when I was talking to a customer service representative, he used the downtime fantastically.

Customer Service 59

Customer Service Customer Service Representative Tips Wait Times 59