Myra Golden

DECEMBER 19, 2017

But, sometimes, personalization can get in the way of serving the customer and moving things forward. 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.

Customer Service Representative 45

Customer Service Representative Customer Service Customer Service Training Groups 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. Yes, that is exactly the goal of empathy in the customer experience.

Customer Service 63

Customer Service Customer Service Representative Training Video 63

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. Yes, that is exactly the goal of empathy in the customer experience.

Customer Service 40

Customer Service Customer Service Representative Training Video 40