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. Cost of service.

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Customer Experience Net Promoter Score Culture ROI 261

Myra Golden

MARCH 22, 2023

And now, I, the Customer Service & De-escalation Expert, had to own my mistake and put my 3R De-escalation Method into practice. I wrote my client an official apology letter using the frameworks I teach in my workshops. Actually, I initially thought it was a system glitch. What I FELT: Stunned, then confused.

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Workshop Customers Customer Service Interaction 52

Myra Golden

MARCH 6, 2017

The night before a workshop I delivered last week in Charleston, SC I called the Mellow Mushroom for delivery. In my workshops I tell people to look for something they can comment on, something perhaps that they have in common with the customer. I removed cheese and meat from my appetizer, salad and entree. (It Me too,” he said.

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Customer Service Workshop Government Connections 45

Myra Golden

JANUARY 10, 2017

Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more Myra’s customer service eLearning. .” . Betty Doyle, Sr. Learn more or try for free.

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2017 Customer Service Workshop Customer Care 45

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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Workshop Customer Service Customer Experience Design Customers 80

Myra Golden

JANUARY 10, 2017

Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more about Myra’s customer service eLearning. .” . Betty Doyle, Sr. Learn more or try for free.

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2017 Customer Service Workshop Customer Care 40

Myra Golden

SEPTEMBER 17, 2020

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. So let’s figure out how to fix that!

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Workshop Call Center Measurement Customers 116

Myra Golden

JULY 10, 2019

All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations.

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Customer Service Workshop Customers Interaction 68

Myra Golden

DECEMBER 19, 2017

Last week I delivered a customer service training session where part of our focus was moving employees out of an attitude of personalization to an emphasis on finding a win-win solutions for problems. I have attended many customer service trainings and I have worked in customer relations for many years.

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Customer Service Representative Customer Service Workshop Customer Service Training 45

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.

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Transportation Hospitality Workshop Interaction 92

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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Workshop Interaction Customers Connections 93

Myra Golden

JUNE 13, 2017

Have you ever checked out my onsite training workshops? Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away with something new, and all of us feel we could have sat and listened to her for days!

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Workshop Seminar Customer Service Engagement 55

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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Workshop Customers Connections Interaction 51

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

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Customer Service Training Workshop Magazine Social Media 40

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, and Continue.

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Seminar Workshop Feedback Communication 75

Myra Golden

MARCH 19, 2017

I was sitting in my office listening to recorded calls from one of my clients, as I often do ahead of a customer experience workshop. On one call a customer said, “Hi Paul! Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email.

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Workshop Airlines Customer Service Training Customers 86

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

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. Learn more or try for free.

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Workshop Customers Customer Service Customer Experience Design 67

Myra Golden

SEPTEMBER 24, 2018

His assumption led to me having a very poor customer experience. In my customer service workshops, I teach your employees how not to make assumptions, and I explain this concept in an unforgettable way. His assumptions led to me being frustrated , and I had to make a second trip into the store.

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Workshop Interaction Customer Experience Engagement 68

Myra Golden

DECEMBER 9, 2019

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. Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email.

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Customer Experience Workshop Call Center Customer Service Training 52

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.

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Workshop Interaction Customers Customer Experience 55

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. Her personal stories and experiences were insightful and valuable. • Myra is a wonderful and engaging speaker.

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Seminar Workshop Interaction Connections 58

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. More than anything else, customers want help. Don’t belabor the point.

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Workshop Customers Customer Service Management 85

Myra Golden

OCTOBER 27, 2018

A bright young Generation Z professional approached me after a customer service workshop last week in Atlanta and asked me for advice. Here’s one of the smart questions she asked me, “What books would you recommend that my younger self, say my senior year in college, should read?

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Books Workshop Customer Service Customer Experience Design 53

Myra Golden

DECEMBER 10, 2018

The most common way organizations employ me is to facilitate customized workshops that give a proven skillset and transform behavior so that employees are fully prepared and inspired to express the soul of the brand. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer.

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Workshop Wireless Customer Experience Interaction 49

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. Join me and I’ll give your customer service employees the power to get any customer to back down.

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Insurance Workshop Webinar Customers 82

Myra Golden

NOVEMBER 2, 2016

Convey Empathy to Customers. One of the skills we practice in my onsite customer service workshops is Empathy.

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Workshop Webinar Customer Experience Customer Service 67

Myra Golden

DECEMBER 13, 2018

I do an exercise in my workshops using a 12-foot pole. That’s the essence of good internal customer service. The result is better internal relations and the big finish is a great experience for your external customers. It’s Bigger Than You. I instruct attendees to lower the pole to the ground.

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Workshop Customers Events Customer Service 90

CSM Magazine

APRIL 23, 2021

Accelerated by the pressures of Covid-19 and enabled by digital, brands are trying to respond to the ongoing challenge of commoditisation by moving from transactional to long-term value driven relationships with customers. How to add value to your offer by designing meaningful experiences.

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Brands 2010 Return on Investment 2020 52

Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. 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. You’re there. Deal with it.

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Call Center Workshop Customers Insurance 76

Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. 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. You’re there. Deal with it.

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Call Center Workshop Customers Insurance 76

Myra Golden

SEPTEMBER 28, 2017

In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy I’ve heard (and felt) to inspire them to come up with their own empathic responses. When I hear an excellent, and genuine, expression of empathy from a company, I make a note of it.

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Workshop Customers Interaction Customer Service 94

Myra Golden

NOVEMBER 14, 2017

Myra has gathered up all of the best training content and activities from her live, full-day customer service workshops…the ones she delivers to companies like Coca-Cola, McDonald’s, Frito-Lay and Vera Bradley – and neatly packaged it in a comprehensive, affordable and extremely effective new customer service eLearning package that’s a fraction (..)

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Airlines Workshop Customers Customer Service 51

Wootric

FEBRUARY 14, 2019

Why we love Jeannie: She’s a TEDx speaker , CEO and Chief Customer Experience Investigator at 360 Connext , trainer, workshop leader, consultant, and podcaster. Why we love Sandra: She’s the Customer Experience Director and thought leader for Strong-Bridge Envision Consulting. Jeannie Walters. Joey Coleman.

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Workshop Consulting Customer Experience Professionals Books 67

Myra Golden

JANUARY 15, 2019

If only I could facilitate workshops in leggings and ballet flats! Sadly though, the customer service was inattentive and downright careless, and I won’t be going back. Here are some fun behind the scenes photos from last week’s visit to film two new training courses. Oh, I love the water and the sun.

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Call Center Workshop Contact Center Customer Service 45

Myra Golden

JULY 25, 2017

For more help with how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully customized, engaging, fun customer service training for your team. Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email.

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Workshop Customer Service Training Communication Customers 56

Myra Golden

JULY 1, 2019

When you use these keys, you’ll find that you are clear, helpful, and persuasive in your training, and this approach will get more customers to use self-service. She’s also an Author at LinkedIn Learning.

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Workshop Retail Books Customers 55