Myra Golden

JANUARY 13, 2021

” Customers escalate in chat and email interactions intensely! Yes, my tactics for bringing down the temperature in conversations with customers wok in written communications. Any advice is appreciated.” I answer the question and give three tips for de-escalating in chat and email in the video below.

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Myra Golden

SEPTEMBER 8, 2018

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. Write the way you’d talk if you were on the phone with your customer. On the phone, you’d probably speak in short sentences, and you’d pause to let the customer respond.

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Myra Golden

NOVEMBER 27, 2017

Our customers liked them too. In this 2-minute video, I show your employees how to close a call quickly and efficiently. Improve your overall customer experience by bridging to questioning, and by using please and thank you. In this article, I’ll share with you the steps, and the expressions, that my team used, and loved.

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Experience Investigators by 360Connext

NOVEMBER 2, 2021

You may want to supplement this existing data with additional research like customer interviews or specifically designed surveys. Define and consider the specific points of interaction between each customer persona and your brand. Related: Personas, Interviews, Data & More: How to Know Your Customer.

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NICE inContact

JULY 30, 2019

Here are three helpful tips: Don’t limit your voice of customer program to surveys. For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience. Design with the end in mind. Be very specific.

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Myra Golden

MARCH 22, 2023

For help with saying “I’m sorry” to customers and de-escalating intense interactions, check out my De-escalation Academy. (I Trusting my “Here’s what we know, here’s what we’ve done, and here’s what’s next” and outright apology frameworks help me regain goodwill.

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CSM Magazine

APRIL 23, 2021

The ecosystem combines data, content and community interaction to make the customer experience feel empowering and addictive. Brands that want to expand their offer should think strategically about their digital ecosystem; is your tech stack fit to deliver truly category-defining experiences?

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Myra Golden

DECEMBER 9, 2019

I created a course for LinkedIn Learning focused on Building Rapport with Customers. So join me in this LinkedIn Learning course and learn how to deliver better customer interactions by creating rapport. Continue the Conversation with Me?

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Experience Investigators by 360Connext

FEBRUARY 9, 2021

You can run a business and sell products without ever uttering the phrase customer experience, and yet it still happens. Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. How to invest in Customer Experience.

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Myra Golden

JANUARY 5, 2017

I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. Use what I call KFD. KFD stands for: Know, Feel, Do.

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Myra Golden

JANUARY 5, 2017

I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. Use what I call KFD. KFD stands for: Know, Feel, Do.

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How To Meeting Course Feedback 55

Bill Quiseng

MARCH 1, 2021

But rather than learn from our own personal leadership experiences on how to survive, I recommend Dr. Michelli’s most recent book, Stronger through Adversity. How are you ensuring that your customers receive the value every time they interact with you – no excuses (service skill tools and customer experience design)?

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Michelli Experience

JANUARY 24, 2017

Not only does the company transform the traditional “male mechanic/female customer” interaction but they also design “female-centric” experiences into other areas of the customer journey such as the service lounge (which at GAC is embellished with a team that provides manicures, pedicures, and blowouts).

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SurveySparrow

JULY 24, 2023

How to Conduct CX Research? Remarkable Tools for CX Research Methods for CX Research Tips to Effectively Do a Successful CX Research Final Thoughts What is Customer Experience Research? If the business world were a stage, customer experience research would be the director. Why is CX Research Important?

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Myra Golden

MARCH 29, 2017

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? How Your Employees Talk to Customers is Everything. How to express empathy to customers.

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CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Done right, maps help companies in many ways, including to… Understand experiences.

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Myra Golden

JULY 2, 2019

And, it’s the same with customers. Taking a few seconds to create rapport makes interactions much smoother and more pleasant. I created a short training for LinkedIn Learning that teaches customer service professionals how to establish rapport.

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Myra Golden

SEPTEMBER 24, 2018

After the video, I facilitate a discussion about what assumptions employees have made in the past, and how we can avoid making assumptions going forward. You can get to a place where employees deliver better interactions by not making assumptions. And it’s easy using this short video.

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Michelli Experience

JULY 10, 2018

In last week’s blog , I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to depict perceptions of customers across interactions with your brand. Additionally, I suggest that maps are only good if people know how to read and use them.

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Myra Golden

OCTOBER 20, 2021

When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Watch my video to see my complete answer on how to handle customers in distress. Watch my video to see my complete answer on how to handle customers in distress.

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Michelli Experience

JULY 3, 2018

Years ago, it was much harder to convince a client to do a customer journey map. In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste. If you have invested in mapping the customer journey, have you validated your map by seeking feedback from customers?

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ijgolding

DECEMBER 5, 2016

Over the last few months, I have been describing the Customer Experience ‘discipline’ or ‘profession’ as one akin to the creation and piecing together of a jigsaw puzzle. It is not rocket science – but then not a great deal of the theory behind Customer Experience actually is.

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Myra Golden

APRIL 23, 2020

Customer service professionals may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn’t feel positive. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport. Call Control Strategies.

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Customer Service Course Policies Retail 101

Myra Golden

MARCH 17, 2017

How to handle a customer’s credit card. When you do, you’ll be remembered for perfectly handling one of the most embarrassing customer interactions. Story highlights. After a long day of travel, I stepped out of my Uber and walked into the lobby of the Marriott on Bloor street in Toronto. Was This Helpful?

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Lumoa

JUNE 9, 2020

You can’t know the “why” behind a customer’s actions unless you ask them. In this article, we’ll talk about key strategies to improve your eCommerce customer experience, how to create a more memorable customer journey for your users, and the best ways to incite loyalty and excitement.

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Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

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Myra Golden

JUNE 14, 2019

.” So, the purpose of “Feel, Felt, Found” here is to convey empathy and to offer a useful solution for delivering less than ideal news to a customer. I discuss building rapport with customers in everyday interactions and with challenging situations in my LinkedIn Learning course, “Building Rapport with Customers.”

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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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Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Giving Customers a Sense of Control.

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Beyond Philosophy

MARCH 25, 2019

Your customers are irrational, too. They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making.

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Myra Golden

JANUARY 23, 2018

These seven comebacks are from my How to Handle Difficult Customers eLearning course. This course focuses on de-escalation and putting you in control of the interaction. If you could use some help with dealing with challenging customers, consider this course offered in my online training suite.

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Myra Golden

MAY 5, 2021

The most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down.

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Myra Golden

JANUARY 5, 2021

My Get Angry Customers to Back Down De-escalation Academy is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. Reserve spots for your team now!

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Myra Golden

SEPTEMBER 5, 2017

My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. Acknowledging the customer’s concerns. Reviewing customer service policies. Offering alternatives.

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Customer Bliss

JUNE 28, 2016

M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses. Everything needs to be rooted in the experience of the customer. How to hire for your team. Faster and faster and faster … and united?

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Myra Golden

MAY 23, 2021

My De-escalation Academy is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word as final. . Learn to De-escalate Like My Sister! Prepare Your Team to De-escalate!

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Maz Iqbal

NOVEMBER 13, 2014

Some folks just don’t get how to use the various customer interaction channels intelligently. More importantly, some folks don’t get customers. A customer who chooses to interact with you through digital channels is looking for a digital experience. Some folks just don’t get mobile.

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