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!

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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. Designate time to play virtual games to build teamwork and morale.

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Training Customer Service Contact Center How To 105

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. NPS measures customer loyalty.

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Customer Experience Net Promoter Score NPS Touchpoint 448

Myra Golden

APRIL 23, 2020

If a remote employee’s next phone call is from an angry, irate customer, can they handle it? 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.

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Customer Service Course Policies Retail 101

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.

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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. QR codes are commonly used for payments and advertisements and are effortlessly offering a contactless solution to customers. For instance, QR codes can effectively be implemented in customer service.

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

CX Journey

NOVEMBER 24, 2015

Placing a call to customer support just got a little nicer and a little easier. Think about the last time you called a company's customer service number. I know how painful it can be to call customer service. Personalize the experience for the customer We are all different. Does it make you cringe?

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Customer Service Call Center Case Study Customers 80

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.

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Customer Service Customers Customer Experience Design Customer Experience 52

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care? So let’s get into it.

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Contact Center Customer Experience Self Service Chatbots 156

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.

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Customer Service Customers Customer Experience Design Customer Experience 52

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.

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Customer Service Tips Customers Customer Experience 105

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.

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Customer Service Tips Video Training 52

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

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Customer Journeys Culture B2B B2C 375

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.

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Customer Service Healthcare Customer Journeys Feedback 65

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

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Customer Experience Effort Score Net Promoter Score Culture 261

Myra Golden

APRIL 3, 2020

Keep remote employees’ skills sharp with our customized, engaging, live virtual training. Book Your Virtual Customer Service Workshop Now! We start with a video conference to learn about your challenges and goals. Plus, we record the training and hand it over to you to use as you wish.

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Customer Service Conference Video Training 59

Myra Golden

FEBRUARY 14, 2022

Is every other customer demanding, “Get me a manager?” ” Do you find your customers more intense ? “The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. . Are your employees burning out or quitting?

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Customer Service Customers Industry Management 75

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! .

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Customer Service Customers Customer Experience Design Customer Experience 105

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.

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Customer Service Strategy Course Customers 76

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. Customers find comfort in “the familiar.”. Old school service fits with the burgeoning artisanal movement happening now. Tempered Conclusions.

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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.

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Customer Service Representative Training Customer Service Course 59

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. Customers find comfort in “the familiar.”. Old school service fits with the burgeoning artisanal movement happening now. Tempered Conclusions.

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.

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Customer Service Video Customer Service Training Course 59

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. Number of job openings posted globally on LinkedIn in 2020.

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Customer Service Interaction Customers Customer Experience Design 105

Myra Golden

JULY 15, 2021

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

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Customer Service Customers Customer Experience Design Customer Experience 122

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.

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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!)

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Customer Service Tips Video Interaction 96

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.

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Customer Service Strategies Meeting Strategy Customer Service 40

Beyond Philosophy

JULY 11, 2020

The 5 Rules for Making and Managing Customer Memories. I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Map your customers’ “fishing nets.”

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Management Customer Experience Design Customers Connections 140

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.

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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.

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Customer Service Management How To Video 45

CSM Magazine

FEBRUARY 20, 2018

As a vital component in today’s marketplace, learn how AI is is harnessing the power to revolutionize the customer experience. One of the most disruptive technologies of our time is Artificial Intelligence (AI) which makes it possible for machines to learn from experience, adjust to new inputs and perform human-like tasks.

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Customer Service Contact Center Training Call Center 40

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.

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Customer Service Video How To Customers 84

Customers That Stick

JANUARY 7, 2020

What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership. Read the rest here. »

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Customer Centricity Culture Customer Journeys Customer Experience Design 88

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. A successful recording session for a client’s customized training is complete. Can we help you out with customized video training? And…boom!

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Customer Service Video Training Customers 55

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” .

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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. It helps potential customers warm up to a product.

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Video Entertainment Customer Service Social Media 100