Myra Golden

SEPTEMBER 8, 2018

Your customers like the ease of chat, too. That’s why today I am giving you two things you (or your employees) can do to make chat interactions flow like friendly face-to-face conversations. Pronouns, especially “I” and “you” – humanize the employee, and the customer and they bring a personal tone to a chat exchange.

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Interaction Tips Communication Customer Experience 61

Myra Golden

MARCH 22, 2023

My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the globe. And now, I, the Customer Service & De-escalation Expert, had to own my mistake and put my 3R De-escalation Method into practice. I feel icky writing this post. Last week I had to practice what I teach.

How To 52

How To Customers System Customer Service 52

Myra Golden

MAY 7, 2021

A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be genuine. ” SMART question! GET MORE ADVICE LIKE THIS.

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Video Connections Interaction Customers 75

Myra Golden

MARCH 22, 2021

Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. With customers in intense situations, empathy helps you begin the de-escalation process. But empathy?

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Tools Insurance Interaction Customer Experience Design 111

CX Journey

APRIL 25, 2018

Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? Are you listening to customers? Are you mapping their experiences? It appeared in their November 28, 2017, issue. It has been slightly modified.

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Customer Journeys Exercises Touchpoint Culture 146

Myra Golden

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. And, it’s the same with customers. Taking a few seconds to create rapport makes interactions much smoother and more pleasant.

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Training Course Meeting How To 93

Storyminers

MARCH 26, 2018

Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). Story Workout will be the first public workshop from StoryMiners. The customer satisfaction needles are changing direction. Is it working?

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Social Media CRM Customer Experience Design Communication 100

Myra Golden

MAY 7, 2019

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask. What’s Your Customer’s Panic Question?

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Transportation Hospitality Exercises Tips 92

Myra Golden

AUGUST 27, 2018

For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word.

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Tips Video Training Meeting 51

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. To mitigate against our replaceability, we have to constantly assess what produces value in an ever-changing marketplace of customer wants, needs, and desires. Together my clients and I look for what serves their customers best. Master the Machines.

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Consulting Self Service Customer Experience Customers 113

Myra Golden

MARCH 18, 2019

While sipping a Bloody Mary, I reviewed a random sample of phone calls ahead of a workshop I’m delivering for a medical clinic in Los Angeles in a couple of weeks. I want to talk to you about your tone of voice with customers because this is the biggest problem I picked up on the recordings today. Authoritative. Unapologetic.

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Tips Interaction Customers Customer Experience 55

Myra Golden

DECEMBER 10, 2018

Your customers want friendly employees, but more than that, they want reliability and for you to stand by your word. If you’re not a dollar store, there’s an excellent chance your customers prefer quality and performance over super cheap. That’s the goal, too, for your customer experience.

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Wireless Customer Experience Interaction Customers 49

Myra Golden

JUNE 24, 2019

The idea is to insert a personal tone so you can build rapport and even delight customers. I have my clients do four things in chat interactions to make them more human. Acknowledge customer concern, meaning speak to your customer’s pain point, “I realize this has been frustrating for you.” ” 3.

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Video Tips Interaction Training 77

Myra Golden

SEPTEMBER 28, 2017

In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy I’ve heard (and felt) to inspire them to come up with their own empathic responses. We appreciate customers who let us know when things aren’t right. Thanks for taking the time to let us know. Was This Helpful?

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Customers Training Interaction Customer Experience 94

Myra Golden

OCTOBER 29, 2018

If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. I have for you five little tricks that I share in my onsite de-escalation workshops. Show regret.

Hotels 92

Hotels Exercises Tips Call Center 92

Myra Golden

JULY 10, 2019

All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. For my utility client, the discussion showed the most pressing issue was that Representatives didn’t know how to keep interactions focused and productive.

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Tips Customer Service Industry Conference 68

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

MARCH 6, 2017

The night before a workshop I delivered last week in Charleston, SC I called the Mellow Mushroom for delivery. He made me feel completely comfortable with my many customizations. And he gave me an engaging and genuine interaction. Are your people adding value to your company through their interactions with customers?

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Customer Service Government Connections Customers 45

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. See how we do it.

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Exercises Customer Service Training Groups Training 58

Myra Golden

SEPTEMBER 24, 2018

His assumption led to me having a very poor customer experience. In my customer service workshops, I teach your employees how not to make assumptions, and I explain this concept in an unforgettable way. You can get to a place where employees deliver better interactions by not making assumptions.

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Video How To Tips Customer Experience 68

CSM Magazine

APRIL 23, 2021

Accelerated by the pressures of Covid-19 and enabled by digital, brands are trying to respond to the ongoing challenge of commoditisation by moving from transactional to long-term value driven relationships with customers. Together, these traits affect the relationship service brands have with customers, i.e. the length, breadth and depth.

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Brands How To Exercises Return on Investment 52

Myra Golden

MAY 29, 2018

I’m sipping black tea and listening to classical music while I custom design a customer service workshop for a utility on the east coast. You’re about to learn how to deliver bad news with confidence and in such a way that you minimize backlash from customers. Acknowledge how hard this is for the customer.

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Customers Connections How To Examples 49

Myra Golden

JUNE 5, 2018

Tomorrow morning I’m headed to Phoenix to deliver a workshop at the Salesforce Trailblazers for the Future Conference. Before I wrap things up in my office today and prepare for tomorrow’s early flight, I’m sharing with you three things you can do to pre-empt an escalation with a customer. Do you take time just for you? Don’t Push.

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Video Conference Policies Brands 69

Myra Golden

APRIL 15, 2017

I focused on those that did not meet and greet me, and not on the beautiful souls I did interact with. I went and delivered that training and a few days after that work, my client sent me the following reaction via email: Myra delivered two full-day workshops for us, and we could not be more pleased. I felt empty. That’s okay.

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Training Groups Meeting Interaction 58

Myra Golden

MARCH 18, 2020

One night I stood less than two feet away from an angry customer who slapped my co-worker during a Blue-light Special. 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. How to Handle Difficult Customers. with a focus on de-escalation).

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e-support Course Social Media Call Center 52

Myra Golden

AUGUST 3, 2018

Last week I worked with a fantastic new client in Cleveland on the chat customer experience. After my workshop in Ohio, I chatted with Amazon about a problem with my Kindle Oasis. My hope is that my takeaways might help my customer as they prepare to go live with chat in just a few weeks. Click here for larger image.

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Video Training Examples How To 53

Myra Golden

FEBRUARY 14, 2017

The clip shows Jack Nicholson’s character trying to customize a sandwich from the menu. I chose this scene because, as a vegan, I am ALWAYS customizing menu items in restaurants – the clip really resonated with me. I share several proven de-escalation strategies that will de-escalate volatile customers. Limited choices.

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Video Hotels Training Interaction 77

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

AUGUST 29, 2019

You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news.

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Video Communication Training Customers 71

Storyminers

NOVEMBER 30, 2016

In this author’s opinion, becoming adaptive is the single most valuable new asset a leadership team can provide its shareholders, employees, and customers. You could save (permanently) on shipping, manufacturing, and on customization. Build-a-Bear Workshop makes its products right inside the store and even lets its customers help.

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Omni-Channel System Case Study Leadership 183

Myra Golden

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. We’re just trying to measure the customer experience. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. Yes, I’m serious.

Contact Center 51

Contact Center Meeting Feedback Interaction 51

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.

How To 58

How To Banking Hotels Travel 58

Myra Golden

OCTOBER 11, 2016

Last Friday during a full day workshop in Austin, I got 8,000 steps just during the training. My work usually starts with me reviewing a large sample of chat interactions for the company and that is where I decide to throw out all rote and un-friendly chat shortcuts. I wear a Fitbit to track my steps. No kidding! I love my Fitbit.

Connections 45

Connections Customer Experience Examples Strategy 45

Stella Connect

JUNE 5, 2017

The Journey to Customer Centricity – People Powered, Customer Driven Strategy (Keynote). A customer-centric culture radiates outward, and endears brands to their customers. EVP and Chief Customer Officer, Frontier Communications. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote).

Call Center 40

Call Center Contact Center Conference CRM 40

Myra Golden

OCTOBER 11, 2016

Last Friday during a full day workshop in Austin, I got 8,000 steps just during the training. My work usually starts with me reviewing a large sample of chat interactions for the company and that is where I decide to throw out all rote and un-friendly chat shortcuts. I wear a Fitbit to track my steps. No kidding! I love my Fitbit.

Customer Experience 40

Customer Experience Connections Examples Strategy 40

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. In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in.

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Customer Service Training Training Connections How To 45

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. In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in.

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Training Customer Service Training Video How To 45