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.

Transportation 92

Transportation Hospitality Exercises Tips 92

One Millimeter Mindset

NOVEMBER 24, 2020

Let’s move forward with a facilitated pandemic storytelling workshop. And move forward with a facilitated pandemic storytelling workshop. If the thought of co-creating purposeful pandemic stories is overwhelming, think again. Contact me at this link. One millimeter at a time. First, your purposeful pandemic stories already exist.

How To 95

How To Leadership Exercises Innovation 95

Strativity

NOVEMBER 20, 2019

We typically recommend organizations start with an internal workshop that engages two dozen mid-level, cross-functional employees in the process of defining key aspects of the customer experience — including the myriad of touchpoints, success drivers, emotions, etc. Dive into the qual and quant of customer experience research.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

Heart of the Customer

DECEMBER 4, 2014

” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops. Training customers is a losing proposition. —————- Call center managers have seen it before. Customers form an.

Training 89

Training Customer Journeys Culture Contact Center 89

Myra Golden

MAY 18, 2021

I hope Costco management is proud of him. In one of my de-escalation workshops, I asked my students to create a list of their best responses to customers who went too far with language. With the group’s permission, I put together a 60-second video featuring their comebacks for the customer who cusses. I know I am.

Policies 59

Policies Video Management Customer Experience Design 59

Myra Golden

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective. Start, Stop, Continue for Feedback About Managers.

Exercises 75

Exercises Policies Training Feedback 75

Myra Golden

JUNE 13, 2017

Have you ever checked out my onsite training workshops? Training is customized to your needs. I meet with your management team before the training to discuss your objectives and I review a sample of your agent calls to help me understand where you are today. • Amy Spence, Training Service Manager, West Education Group.

Training 55

Training Groups Meeting Engagement 55

Myra Golden

MAY 7, 2020

The manager posted a list of ten items on the team’s GroupMe app. Here are some engagement ideas I’m hearing from people in my virtual workshops. My walking buddy told me about how a department lead kicked off a virtual staff meeting for her organization. He had a scavenger hunt. They need to connect with one another.

Customer Service 71

Customer Service Tips Meeting Video 71

Strativity

AUGUST 15, 2018

Leading Customer Experience and Design firm Strativity Group recognized on Inc. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group, LLC on its 37 th annual Inc. 5000 Honor Roll for the second consecutive year. NEW JERSEY, August 15 th , 2018 — Inc.

Groups 40

Groups Company Conference Customer Experience Design 40

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Myra Golden

JUNE 2, 2016

Videos discussing key points from Myra’s Verbal Aikido training workshop . This video is about How to Preempt an Escalation to a Supervisor or Manager using Myra’s Verbal Aikido techniques participants learn in Myra’s Verbal Aikido workshop. Customer Experience Designer & Professional Speaker.

How To 40

How To Customer Service Training Video Training 40

Strativity

APRIL 19, 2016

Customer experience design and management consulting firm, Strativity Group, Inc. Peters appointment marks the next step in Touchpoint Dashboard’s launch of a full suite of products and professional services, including local journey mapping workshops and trainings that will begin in the second-half of 2016.

Touchpoint 40

Touchpoint Customer Journeys Consulting Groups 40

Peter Lavers

MARCH 26, 2015

Customer Experience Management is a hot topic in many companies, who have realised that they are no longer ‘in control’ of all the channels, media or messages that their customers utilise to engage with their brand. For each Journey. The priority Journeys are then mapped in accordance with a clear template.

Customer Journeys 40

Customer Journeys Exercises Customer Experience Design Customers 40

Myra Golden

FEBRUARY 14, 2019

Using the “because” tactic, you can increase the chances of a customer accepting your word as final. I teach and role-play this strategy in my de-escalation workshops. Customers are still upset. But they accept the employee’s word without escalating in aggression or asking to talk to a manager.

Insurance 82

Insurance Policies Customers Strategy 82

Myra Golden

APRIL 15, 2017

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. Amy Spence, Training Service Manager, West Education Group. Myra is a wonderful and engaging speaker.

Training 58

Training Groups Meeting Interaction 58

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 can give a customer bad news easily and without fear of how your customer might respond when you use 4 Keys. Acknowledge how hard this is for the customer.

Customers 49

Customers Connections How To Examples 49

Myra Golden

DECEMBER 17, 2018

You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. Here are Three Simple (But Important) Things To Remember About Giving Bad News To Customers. In my example, I felt the office manager was indifferent.

Course 85

Course Policies How To Customers 85

Myra Golden

FEBRUARY 14, 2017

Unwilling to help, the waitress says, “Do you want to talk to a manager?” I share several proven de-escalation strategies that will de-escalate volatile customers. When the customer came back with the request a second time, the waitress simply repeated what she could not do. Only what’s on the menu.” Limited choices.

Video 77

Video Hotels Training Interaction 77

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Customer Success 19

Customer Success Case Study Customer Satisfaction Employee Engagement 19

Myra Golden

NOVEMBER 15, 2016

So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. I had just joined the company as the new Call Center Manager a few months ago. Before I started this job as a call center manager, my husband and I started studying Aikido.

Call Center 76

Call Center Training Video How To 76

Myra Golden

JANUARY 30, 2019

Since reading Amy Cuddy’s research in her book, Presence , I’ve been doing the Wonder Woman Pose minutes before every speech I give – each workshop, keynote, video shoot, and even webinars. —They’re more likely to do very well in stressful situations, like interviewing for a job.

Tips 40

Tips Video Study Meeting 40

Myra Golden

JUNE 2, 2016

There are definite tactics, deployed strategically, that will position any customer service professional to create calm, defuse anger and assertively control conversations. In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

There are definite tactics, deployed strategically, that will position any customer service professional to create calm, defuse anger and assertively control conversations. In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

OCTOBER 19, 2018

It’s rare that I don’t write to you about customer service issues. But I want to talk about balance, not just because it’s so important to me, but because I know achieving peace and balance will help you be a better manager, leader, or customer service professional.

Travel 53

Travel Hotels Conference Customer Service 53

Myra Golden

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. This consistency gives the quality management team credibility, and it saves everybody lots of middle of the forehead aches. One way I do that is by teaming up with the company’s Quality Assurance team.

Contact Center 51

Contact Center Meeting Feedback Interaction 51

Myra Golden

NOVEMBER 15, 2016

So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. I had just joined the company as the new Call Center Manager a few months ago. Before I started this job as a call center manager, my husband and I started studying Aikido.

Call Center 40

Call Center Training Video How To 40

Myra Golden

MARCH 17, 2017

Myra Golden; checking in” I said, while managing a smile in spite of my travel fatigue. “I For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team. Where are you from?”

How To 58

How To Banking Hotels Travel 58

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

NOVEMBER 30, 2016

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. You could manage fewer vendors, have a simpler process, and save on internal project management. Then it added apps for smartphones.

Omni-Channel 183

Omni-Channel System Case Study Leadership 183

Strativity

AUGUST 17, 2016

is the undisputed leader in customer experience design and transformation . magazine today ranked leading Customer Experience Design and Transformation firm, Strativity Group Inc. The event also offers informative workshops, celebrated keynote speakers, and evening functions. Strativity Group Inc.

Groups 40

Groups Conference Customer Experience Design Measurement 40

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

MARCH 18, 2020

Years later, as a call center manager, challenging customers and frequent escalations forced me to search for reliable approaches to delivering bad news and de-escalating intense interactions. After a lot of failed attempts, I created a framework that got angry customers to back down.

e-support 52

e-support Course Social Media Call Center 52

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. We’ve seen it in case after case: the transformative effect agent-level feedback has on contact center morale, management, performance, hiring, and retention. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote). Cecilia McKenney.

Call Center 40

Call Center Contact Center Conference CRM 40

Michel Falcon Experience

APRIL 11, 2019

I had the aspirations to grow this big experience, design advisory firm in my early 20s. I remember speaking to my manager. I said, “I want to build this experience design company for employees and customers in culture.” A lot of what you read out there is around customer experience design.

Culture 60

Culture Leadership Hospitality Meeting 60