Myra Golden

JULY 29, 2019

I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars. Listen to some calls from your customer service team and choose the best two or three, and play a portion of these extraordinary calls in your next employee meeting.

Customer Service 61

Customer Service Call Center Tips Meeting 61

Myra Golden

JUNE 25, 2018

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers.

Customer Service 94

Customer Service Policies Examples Customers 94

Myra Golden

APRIL 13, 2017

Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. Join me for my 60-minute webinar, How to Motivate Customer Service Employees. It’s loaded with practical ideas to resist burnout and fire-up customer service employees.

Customer Service 84

Customer Service Video How To Customers 84

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Don’t lecture; listen.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Myra Golden

SEPTEMBER 17, 2020

We have to give customers a lot of bad news these days. ” “We’ve temporarily closed a number of our call centers for the safety of our employees. As a result, we are no longer supporting customers over chat.” “No, we can’t cover your machine that is 12 years past warranty.”

How To 116

How To Call Center Course Measurement 116

Michelli Experience

NOVEMBER 14, 2017

That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. As I worked with Garbanzo’s first CEO Alon Mor and his team in the early days of their brand development, the focus was not on the product handoff but the arrival experience.

Brands 113

Brands Hotels Leadership Guest Experience 113

Comm100

AUGUST 1, 2018

This article highlights that customer service is not reserved for those on the frontline and is only a complete process when all levels take part. Customer service is evolving rapidly, call center agents reading from the same script are no longer the definition of good customer service.

Customer Experience 124

Customer Experience Policies Social Media Effort Score 124

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite. Thanks so much for calling us today. Not at all.

Customer Service 56

Customer Service Call Center Training Customer Service Training 56

Stella Connect

JUNE 5, 2017

Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote). VP Customer Experience Design, AARP. Celika Caldwell.

Call Center 40

Call Center Contact Center Conference CRM 40

Storyminers

DECEMBER 22, 2017

Implementing the insight from research into your Customer Experience strategy and acting accordingly is a different story. Employees who feel they are in control of their own customer experience outcomes are more likely to feel engaged with overall objectives and improve performance.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

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. Interestingly, call volume was not up.

Call Center 76

Call Center Training Video How To 76

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” Experience “How to Rock Your Customer Service Job” .

Customer Service 53

Customer Service How To Customer Service Training Training 53

Myra Golden

APRIL 8, 2019

It was a call center. I walked into a rope of problems with outdated technology, an understaffed team, low morale, queues that made my stomach flip, apathetic and downright rude customer service agents. My first management job was Global Head of Consumer Affairs. I didn’t even know where to begin.

Call Center 76

Call Center Management Training Report 76

CSM Magazine

FEBRUARY 20, 2018

Here are five ways AI harnesses the power to revolutionize the customer experience: Delivers proactive customer experiences. As organizations accumulate more data on customers, predictive accuracy will increase and deliver proactive customer service that anticipates and acts prior to an issue arising.

Customer Service 40

Customer Service Contact Center Call Center Training 40

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope.

Customer Service 63

Customer Service Customer Service Representative Training Video 63

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite. Thanks so much for calling us today.

Customer Service 40

Customer Service Call Center Training Customer Service Training 40

Myra Golden

DECEMBER 8, 2017

We’ll use a customer service example. Your customer is upset because their shipment didn’t arrive, though you show that the package was left on the customer’s porch 2 days ago. Express empathy to this customer using the same steps I took with my daughter. This video is from our Customer Service eLearning package.

Customer Service 63

Customer Service Video Hotels Customers 63

Myra Golden

AUGUST 8, 2018

I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back.

Call Center 75

Call Center Consulting Video Training 75

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in 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 40

Customer Service Training Training Tips Customer Service 40

Myra Golden

NOVEMBER 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions.

How To 120

How To Call Center Video Training 120

Myra Golden

JULY 12, 2019

Basically, to calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and “feels” like so that every “evaluator” is rating the calls/contacts the same way. It helped protect supervisors against being accused of favoritism.

Comparison 79

Comparison How To Contact Center Call Center 79

Storyminers

JULY 11, 2016

Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Getting a 360º view of the customer, each person who touched the customer (or their record) could make better decisions in context. Bottom line: time to serve went down and customer service improved.

Self Service 100

Self Service B2C CRM Call Center 100

Storyminers

JULY 29, 2016

As that can be a tall order, we have created a proprietary model called “Customer Loyalty 3.0” Utilizing ratings and reviews as a B2C brand is a valuable business and marketing solution and is also an incredibly important means of boosting customer satisfaction. Customer Service Speaker and Author. Adam Toporek.

B2C 124

B2C Customer Retention Brands Strategy 124

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” Experience “How to Rock Your Customer Service Job” .

Customer Service 40

Customer Service How To Customer Service Training Training 40

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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.

Training 40

Training Customer Service Ecommerce Customer Care 40

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.

Training 40

Training Customer Service Ecommerce Customer Care 40

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service.

Management 78

Management Leadership Conference Examples 78

Myra Golden

MAY 30, 2018

One of the most significant challenges facing companies today is attracting and retaining right-fit front line customer service professionals. When I work with companies on finding, hiring, and retaining the best customer service employees, I focus on three things. Millennials now make up about 50% of the workforce.

Customer Service 49

Customer Service Social Media Culture Feedback 49

Myra Golden

JANUARY 15, 2019

Sadly though, the customer service was inattentive and downright careless, and I won’t be going back. I told a friend about my poor dining experience, and he said, “Bad table-waiting is just as bad as trying to listen to great music on broken speakers. Our call center set was so cool.

Call Center 45

Call Center Contact Center Course Training 45

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope.

Customer Service 40

Customer Service Customer Service Representative Training Video 40

Myra Golden

DECEMBER 19, 2016

When I managed a small call center in Tulsa, I was always looking for creative ways to motivate my employees. One of the tips in the book was called Post-It Note Therapy. The next morning I had an out of office meeting and I didn’t make it into the call center until early in the afternoon. The concept was simple.

Call Center 40

Call Center Video Course Tips 40

Myra Golden

APRIL 2, 2020

I managed a global call center during the Y2K fear, and my company spent a full twelve months contingency planning for everything that could potentially fail when the calendar flipped over to the new millennium. It’s fantastic that we can all support customers remotely. In 1999 everybody was worried about Y2K. Will cars start?

Tips 59

Tips e-support Call Center Interaction 59

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. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. Open with a lead-in.

Customer Experience 52

Customer Experience Call Center Video Training 52

Myra Golden

JANUARY 23, 2017

Basically, to calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and “feels” like so that every “evaluator” is rating the calls/contacts the same way. It helped protect supervisors against being accused of favoritism. The choice is yours.

How To 55

How To Comparison Contact Center Call Center 55

Myra Golden

DECEMBER 10, 2019

If you’ve chosen to work in customer service, even if this merely a “job” for you, you owe it to your customers to at the very least feign friendliness. Smile, make eye contact, and greet customers – both internal and external. Employee: “Thank you for calling ABC Company; this is Daniel.”

Call Center 52

Call Center Tips Customers Survey 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. Interestingly, call volume was not up.

Call Center 40

Call Center Training Video How To 40