Myra Golden

JULY 16, 2020

Digital workshops are super fun and include engaging learning activities, scenarios based on issues you bring, guided small group discussions in virtual breakout rooms, polling questions, and PDF workbooks. I’m facilitating digital workshops on de-escalation, call control, empathy, telephone skills, and more.

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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

SuiteCX

FEBRUARY 18, 2021

My design thinking team was soon using it in most of our meetings. Whiteboarding is just one tool in the huge box that is customer experience design. Simply resting at the two-dimensional representation of the customer journey, however, is tantamount to getting the job only half done. Built-in sticky note packs!

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Customer Journeys Conference Banking Fashion 147

Myra Golden

AUGUST 21, 2020

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you.

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Tips Video Interaction Strategy 105

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

Storyminers

SEPTEMBER 6, 2014

Something better can happen for the customer, the employee and the business. This is the Triple Bottom Line Design. Build-a-Bear Workshops are a great example of how this works. It also works for B2B experience design. Learn more.

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Customer Experience B2B Customers Examples 100

Myra Golden

MARCH 22, 2023

After three years, I’m back on set with my team at LinkedIn Learning to record two courses! My mornings start in the chair with celebrity makeup artist/makeup artistry career educator Tania Russell, who makes me feel like a queen!

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Course Customer Experience Design Customer Experience Customers 52

Heart of the Customer

OCTOBER 23, 2014

Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag down your customer experience. I’m teaching a series customer experience workshops for an insurance company.

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Customer Experience Insurance Customer Journeys Report 117

Myra Golden

APRIL 26, 2018

Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request. So I designed a unique Team-building Customer Service event built around a 12-foot pole. We spent the rest of the workshop discussing the exercise.

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Exercises Groups Training Communication 63

Myra Golden

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. 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. If you need help de-escalating customers in the new era of customer service, check out my De-escalation Academy.

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Video Customers Industry Customer Service 111

Myra Golden

OCTOBER 20, 2021

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Understand this.

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Video Course Training Interaction 98

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers). Open with a lead-in. Good morning. This is Penny.

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Customer Experience Call Center Video Training 52

Myra Golden

DECEMBER 8, 2020

In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. ” I’m sharing with you the very teaching from today’s workshop. I call the method “U S A.” Try out U S A and let me know how it works for you. Practice the U S A Method.

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Customers How To Customer Experience Design Customer Experience 105

CX Journey

NOVEMBER 21, 2018

Nope, it's not just a tool; it's not just a workshop: it's a process. Journey mapping is a creative and collaborative process that allows you to understand – and then to redesign – the customer experience. pictures, videos, documents); identify moments of truth; and assign owners to each of the customers' steps.

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Customer Journeys Guidelines Tools Analysis 105

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

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). True to StoryMiners’ form, we wrote a new story, set in the future, and centered on our current clients’ experiences. How We Reinvented Our Own CX.

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Social Media CRM Customer Experience Design Communication 100

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? Design experiences. Implement and activate new experiences.

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Customer Journeys Exercises Touchpoint Culture 146

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.

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How To Customers System Customer Service 52

Heart of the Customer

DECEMBER 4, 2014

“Customers aren’t filling out our form completely. ” “We just need to teach our customers how to use our website so they won’t call us so much.” ” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops. .”

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Training Customer Journeys Culture Contact Center 89

Myra Golden

SEPTEMBER 17, 2020

We have to give customers a lot of bad news these days. As a result, we are no longer supporting customers over chat.” ” No one likes to deliver bad news to customers, but providing terrible news is a regular part of business for a lot of us. .” ” (True story). So let’s figure out how to fix that!

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How To Call Center Course Measurement 116

Myra Golden

OCTOBER 5, 2021

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. I hope to see you tomorrow at the official Customer Service Week celebration. . If you missed us live this morning, no worries, I have the video below.

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Customer Service Tips Video Training 52

Myra Golden

MAY 7, 2020

They’re likely seeing a rise in customer frustration. Here are some engagement ideas I’m hearing from people in my virtual workshops. They need contact, connection, and communication – and the break from serving customers. Make sure you get employees off the phones and chat dashboards at least once weekly. They need to exhale.

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Customer Service Tips Meeting Video 71

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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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

Strativity

NOVEMBER 20, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Build understanding and engagement with Customer Journey Mapping.

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Consulting Customer Journeys Touchpoint Policies 53

Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. This experience is an excellent example of the topic I want to cover today: the disproportionate effect that small things can have on a Customer Experience.

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Hotels Fashion Examples Government 78

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

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

Myra Golden

SEPTEMBER 17, 2021

A workshop I’m facilitating in Tulsa in a few weeks is now online. ” and “What do you do when customers politicize masks?” ” If you’re struggling with face-covering issues with customers, you’re not alone. We thought we’d be done with COVID by now. Yet, here we are.

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How To Policies Training Video 109

Myra Golden

DECEMBER 15, 2020

I build your employees’ confidence and guide them through getting angry customers to back down in short segments (no more than five minutes per piece). Each day in the Academy, my students develop phrases and statements to use with their customers on my worksheets, guides, and checklists.

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Training Video Customer Experience Design Customers 59

Myra Golden

DECEMBER 13, 2018

You’re either serving customers, or you’re serving someone who serves customers. I want to talk to you about how to fulfill your responsibility of serving, particularly when it comes to your co-workers – your internal customers. I do an exercise in my workshops using a 12-foot pole. Work together.

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Exercises Customers Tips Customer Experience 90

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. Now I didn’t always do this.

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One Millimeter Mindset

NOVEMBER 24, 2020

Let’s move forward with a facilitated pandemic storytelling workshop. Instead, this internal customer discovery exercise allows you all to uncover what external clients really value. Retaining Clients leverages Innovative Customer Retention Strategies. And move forward with a facilitated pandemic storytelling workshop.

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How To Leadership Exercises Innovation 95

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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Myra Golden

APRIL 13, 2020

We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now!

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Training Customer Service Customer Experience Design Customers 80

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

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.

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Hotels Exercises Tips Call Center 92