Myra Golden

JANUARY 15, 2019

If only I could facilitate workshops in leggings and ballet flats! Our call center set was so cool. Donovan handles his demanding customers with ease using the scripted techniques. My Producer, Jake, sat in to play a second call center agent. Sabrine plays a difficult customer in this scene.

Call Center 45

Call Center Workshop Contact Center Customer Service 45

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 Workshop Call Center Definition 92

Myra Golden

NOVEMBER 2, 2016

One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases I share in my training sessions for use in our role-plays – and in real life with customers: Now you can get even more tips for the very best telephone customer experience.

Workshop 67

Workshop Webinar Customer Experience Customer Service 67

Myra Golden

JUNE 2, 2016

“If your organization’s growth relies on improving the customer experience, you would benefit enormously from an engagement with Myra Golden. Her vast hands-on experience in a wide variety of service organizations differentiates herself from many other consultants we have worked with in the past. Myra Golden.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

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. 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.

Seminar 52

Seminar E Commerce E-support Magazine 52

Myra Golden

JUNE 2, 2016

“If your organization’s growth relies on improving the customer experience, you would benefit enormously from an engagement with Myra Golden. Her vast hands-on experience in a wide variety of service organizations differentiates herself from many other consultants we have worked with in the past. Myra Golden.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

NOVEMBER 2, 2016

One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases that I share in my training sessions for use in our role-plays – and in real life with customers.

Workshop 67

Workshop Customers Customer Service Customer Experience Design 67

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. ” Pleading with urgency, even with a ludicrous need, upped the success rate to 94%. Say the word “because” Create a sense of urgency.

Insurance 82

Insurance Workshop Webinar Customers 82

Myra Golden

DECEMBER 17, 2019

One of the small group exercises I facilitate in my customer service workshops is “What else?” I guide small groups to consider what else they might offer customers to make the experience refreshingly different – a lot like Starbucks did with me. And now we do this!). I came up with the “what else?”

Customer Experience 10

Customer Experience Retail Workshop Call Center 10

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. It’s time to figure out how to fix that!

Workshop 85

Workshop Customers Customer Service Management 85

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.

Communication 71

Communication Workshop Customers Call Center 71

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.

2017 45

2017 Customer Service Workshop Customer Care 45

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 Events 2016 Webinar 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 Events 2016 Webinar 40

Myra Golden

NOVEMBER 14, 2017

Walmart called Myra’s eLearning “ 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.”.

Airlines 51

Airlines Workshop Customers Customer Service 51

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.

2017 40

2017 Customer Service Workshop Customer Care 40

Myra Golden

JUNE 5, 2018

Tomorrow morning I’m headed to Phoenix to deliver a workshop at the Salesforce Trailblazers for the Future Conference. I booked an extra night at the Arizona Biltmore just because I wanted some “me time” for relaxation and reading. I do this a lot, adding a day or two on to a business trip to chill, explore, and enjoy local restaurants.

Workshop 69

Workshop Brands Customers Books 69

Myra Golden

FEBRUARY 6, 2017

I blocked off yesterday afternoon to listen to a random sample of recorded phone calls between customer service representatives and customers (patients and providers) for my client. I’m preparing to deliver a full-day De-escalation workshop to this group in a couple of weeks. It’s unintentional.

Workshop 45

Workshop Webinar Customer Service Representative Events 45

Michel Falcon Experience

APRIL 11, 2019

My approach to customer experience strategies to grow a business. So then you went from that and then eventually found yourself making 10 bucks an hour at a call center at a 1-800-GOT-JUNK. I spent two and a half, three years advising, speaking, hosting workshops, while I was still in Vancouver.

Culture 60

Culture Books Leadership Hospitality 60