Myra Golden

APRIL 28, 2021

When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m concerned about training my agents and supporting them. I’m a contact center supervisor who trains, yet I don’t have a training background.

Training 105

Training Customer Service Contact Center How To 105

Heart of the Customer

DECEMBER 4, 2014

“Customers aren’t filling out our form completely. We need to train them to fill it all out, and then we’ll be able to serve them better.” ” “We just need to teach our customers how to use our website so they won’t call us so much.” Training customers is a losing proposition.

Training 89

Training Customer Journeys Culture Contact Center 89

Myra Golden

JUNE 8, 2018

The outcome of this training is employees who possess the soft skills to make customers feel heard and understood, politely lead conversations and assertively bring calls to closure. 4 ways to politely bring the call to closure after you have met all of the customer’s needs. Take this course now for free.

Training 93

Training Course Customer Service Training Study 93

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. Take the free training here!

Customer Service Representative 59

Customer Service Representative Training Customer Service Course 59

ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio. Connect with Shep on LinkedIn.

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

InMoment XI

AUGUST 18, 2022

Create and implement dynamic actions plans, trainings, and policies that facilitate organizational change and promote revenue-generating activities. Evaluate and demonstrate results of experience initiatives including organizational change, improved metrics, and financial impact while determining appropriate next steps. Key #1: Design.

ROI 557

ROI Customer Experience Effort Score Financial 557

Myra Golden

DECEMBER 13, 2017

Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud. I try to make my training easy – for you, your employees, and even for me, by offering it online. I still do onsite training, of course, but online training saves time and money.

Training 51

Training Customer Service Training Course Connections 51

Myra Golden

NOVEMBER 14, 2017

And that’s precisely what I’ve done with this new program: My All-New Telephone Skills Training eLearning Course

. In this online training, I teach your employees absolutely everything they need to know to deliver a warm and friendly customer experience, to control calls and pre-empt escalations.

Training 61

Training Course Customer Experience Customer Experience Design 61

Kayako

JANUARY 17, 2018

It looks like empowered , well-trained sales reps. Empower reps with both autonomy and the data they need to effectively serve leads and customers. The ubiquity of social media and its role in customer support calls for seamless integration of social and support teams. Design with the customer in mind.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

Myra Golden

JANUARY 8, 2018

Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo. Our training is interactive. Operations Manager, Shared Services Training & Development. Kristin Augusta | Sr.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

Myra Golden

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Training 53

Training Customer Service Exercises Travel 53

Myra Golden

JUNE 2, 2016

The outcome of this web training event is customer service professionals who walk away understanding exactly how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation. Sound familiar? Yeah, we know it does.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

The outcome of this web training event is customer service professionals who walk away understanding exactly how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation. Sound familiar? Yeah, we know it does.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 13, 2017

Yesterday I delivered a full-day of soft skills training to a new client in Denver. I love the feeling I get after a day of soft skills training. Have you ever checked out my onsite training workshops? Training is customized to your needs. Amy Spence, Training Service Manager, West Education Group.

Training 55

Training Groups Meeting Engagement 55

Myra Golden

JULY 3, 2020

As a certified Master De-escalation Instructor, I have the expertise to guide you through the COVID-19 stressful encounters you’re sure to have with customers. Learn more or schedule time to talk to me about your objectives.

Training 40

Training Customer Experience Design Customers Customer Experience 40

Myra Golden

JANUARY 10, 2017

Walmart called Myra’s eLearning the “ the gold standard ” and John Hancock said , “ The first thing that struck us was how engaging each module was….you you are asked to actively participate in each module and there are action items you take away. This eLearning is super easy!

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

JANUARY 10, 2017

Walmart called Myra’s eLearning the “ the gold standard ” and John Hancock said , “ The first thing that struck us was how engaging each module was….you you are asked to actively participate in each module and there are action items you take away. This eLearning is super easy!

Training 40

Training Customer Service Ecommerce Customer Care 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

BlueOcean

MARCH 13, 2023

It’s obvious that the biggest bang from ChatGPT-style AI tools will be improving both the quality and efficiency of transactional customer support, but what about the realm of sophisticated customer care we’ve historically reserved for more highly trained human agents? “I Let me transfer you to an agent.”

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

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.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Beyond Philosophy

OCTOBER 2, 2017

Embracing the all-encompassing nature of Customers’ irrationality. Realizing the only way to build Customer loyalty is through Customer memories. In fact, most memories boil down to two moments in the experience, the highest emotion they felt (the peak) and how the experience ended up (the end).

Customer Experience Professionals 229

Customer Experience Professionals Trends Customer Experience Rewards Programs 229

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.

Customer Centricity 88

Customer Centricity Culture Customer Journeys Customer Experience Design 88

Myra Golden

APRIL 22, 2021

This free (and highly detailed) cheat sheet will give you everything you need to know to prepare your employees to redirect intensity when the customer asks for a manager, cusses, wants them to bend the rules, when they need a graceful exit, and more.

Training 59

Training Customer Service Communication Customers 59

Beyond Philosophy

JULY 16, 2020

You do not want to manipulate customers into thinking an experience was better than it was. Part of a deliberate strategy is training your team in the soft skills needed to enhance customers’ memories. The post How to Enhance Your Customer’s Memory of Their Experience appeared first on CX Consulting.

How To 195

How To Training Consulting Feedback 195

ShepHyken

DECEMBER 5, 2018

Inconsistent information: When a customer gets two or more different answers to the same question, what pain do you cause their brain? Poorly trained employees: It can tie into inconsistent information, but it’s more than that. Employees that demonstrate a lack of knowledge or competency frustrates customers. Then don’t be late!

Policies 124

Policies Case Study Advertising Banking 124

Bill Quiseng

MARCH 1, 2021

What benefits, attributes or experiential elements of your product/service are you emphasizing during your sales process (sales tool development and training)? 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)?

Leadership 148

Leadership Hospitality Consulting Consumers 148

Myra Golden

JANUARY 12, 2022

My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer. My client, thrilled that my training is already available to her at the new company, shared her favorite tactic from my training with me.

Video 88

Video Training Customers Meeting 88

Myra Golden

SEPTEMBER 17, 2021

Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices. This morning I recorded a short training on how to handle the most challenging mask questions. ” and “What do you do when customers politicize masks?”

How To 109

How To Policies Training Video 109

Myra Golden

OCTOBER 18, 2016

Trust me, your customers would rather hold for a few more seconds than have to make repeat calls to get their problems solved. Make sure you’re measuring what really matters to your customers. Fix what frustrates your customers . A company called me to deliver customer service training.

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

OCTOBER 18, 2016

Trust me, your customers would rather hold for a few more seconds than have to make repeat calls to get their problems solved. Make sure you’re measuring what really matters to your customers. Fix what frustrates your customers . A company called me to deliver customer service training.

Training 40

Training Customer Experience Telecommunications Call Center 40

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

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. You’re not trained to handle people in crisis. I’m not trained to help people in crisis. Watch my video to see my complete answer on how to handle customers in distress.

Video 98

Video Course Training Interaction 98

CX Journey

MAY 10, 2017

Not everyone is motivated in the same way, so you need to be prepared to use different tools and approaches; you need to personalize or customize the experience to the individual. We talk a lot about that when we describe customer experience design. How does my action or inaction impact the customer?

Leadership 145

Leadership Employee Experience Feedback Customer Experience Design 145

Beyond Philosophy

MARCH 25, 2019

Moreover, and perhaps most importantly, we will address what you can do about customer irrationality in your Customer Experience design. Customers Do Not Intend to be Irrational. You can include these ideas in your Customer Experience design and educate your friends and colleagues on why you do it that way.

CRM 133

CRM B2B B2C Customer Experience Design 133

CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten.

Customer Experience 80

Customer Experience Training Roadmap Tools 80

Myra Golden

APRIL 11, 2023

Strategy 1: Optimize Agent Training and Performance Optimizing agent training and performance is the first strategy for maximizing your contact center’s potential. Contact centers can optimize performance by implementing a training program that focuses on developing the skills and knowledge of your agents.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathic design” toolkit. Customer Culture Immersion. Do you have a “go to” song you sing when you are at a karaoke bar?

Culture 145

Culture Consulting Tools Customer Experience Design 145