Myra Golden

APRIL 28, 2021

I’m a contact center supervisor who trains, yet I don’t have a training background. Here’s the advice I gave Sherry: Distance doesn’t have to be a barrier to quality customer service training. Encourage remote agents to designate/define a tidy and quiet workspace in their homes.

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Training Customer Service Contact Center How To 105

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

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Customer Experience Comparison Study Customer Service Training 223

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. Customer Experience Designer & Professional Speaker.

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How To Customer Service Training Video Training 40

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. Customer Experience Designer & Professional Speaker.

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How To Customer Service Training Video Training 40

Myra Golden

NOVEMBER 13, 2017

It’s part of a full 16-module customer service training. This video is about giving customers an experience that makes them feel good and maintains their esteem. I recorded this video last week for a client. As a special treat for you, I’m sharing one module from my client’s course.

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Customer Service Training Video Course Training 91

ShepHyken

JULY 6, 2020

6 Ways to Boost Customer Experience Design Adoption & Growth by Ricardo Saltz Gulko. The goal is for you to experience your experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

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Customer Service Healthcare Customer Journeys Feedback 67

Myra Golden

JUNE 1, 2018

In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. Watch the short video, and use it in your own customer service training. Was This Helpful?

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Customer Service Training Video Training Customers 58

Myra Golden

JUNE 8, 2018

4 ways to politely bring the call to closure after you have met all of the customer’s needs. Take my Call Control Online training for free, and then share it with your employees. Learn more about my online customer service training.

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Training Course Customer Service Training Study 93

Myra Golden

MARCH 18, 2020

On LinkedIn Learning, I feature Delivering Bad News to Customers, De-escalation, Empathy Training for Customer Service Professionals, How to Create Rapport, and more. Full Library of Online Customer Service Training on Our Website.

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Customer Service Video Course Customer Service Training 59

Myra Golden

NOVEMBER 15, 2018

One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this.

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Exercises Customer Service Training Groups Training 58

Beyond Philosophy

MARCH 4, 2019

You can also identify how the customer is feeling during that interaction with the employee and how they felt when they leave. In a digital experience, you can record a customer having the existing experience, like booking an appointment online or buying a product to see how they feel throughout.

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Measurement Consulting Technology Customer Experience Professionals 102

Myra Golden

DECEMBER 13, 2017

If you’re serious about making 2018 better than 2017, my o nline customer service training is for your team. Look through course outlines and take a test drive of the training right here. Start training your employees today with a 30% discount and my compliments.

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Training Customer Service Training Course Connections 51

Myra Golden

DECEMBER 9, 2016

Complaint Handling – So your employees can handle problems in such a way that they completely restore customer confidence after a service failure. Learn more about our online customer service training here.

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Customer Service How To Customer Service Training Training 53

Myra Golden

MARCH 27, 2018

For Philadelphia Water, we designed a 14-module training to help Representatives navigate through complex calls. Customized courses include 10-14 modules. Get your fully customized online customer service training today for $3,500. View this course right here. Contact us now to get started.

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Course Training Video Contact Center 63

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.

Customer Experience 52

Customer Experience Call Center Video Training 52

Myra Golden

AUGUST 26, 2016

Sign up for my email list and learn specific tips, approaches and phrases to help your employees help your customers. If you’d like to see more videos, most far more modern than this one, check out my library of short YouTube Customer Service Training videos.

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Video Customer Service Training Tips Training 40

Myra Golden

AUGUST 26, 2016

Sign up for my email list and learn specific tips, approaches and phrases to help your employees help your customers. If you’d like to see more videos, most far more modern than this one, check out my library of short YouTube Customer Service Training videos.

Video 40

Video Customer Service Training Tips Training 40

Myra Golden

DECEMBER 9, 2016

Complaint Handling – So your employees can handle problems in such a way that they completely restore customer confidence after a service failure. Learn more about our online customer service training here.

Customer Service 40

Customer Service How To Customer Service Training Training 40

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.

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Customer Service Representative Customer Service Customer Service Training Groups 45

Myra Golden

JANUARY 30, 2018

I have a module dedicated to demonstrating the Feel, Felt, Found method in my Empathy Online Course, which is part of my Customer Service eLearning suite. If you or your employees struggle a bit with how to make customers feel empathy , take a look at my Empathy and Customer Service Training.

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Customer Service Training Training Course How To 69

Myra Golden

NOVEMBER 1, 2016

No other training has the potential to help your employees be friendly. If you’re serious about mastering the most critical skill in customer service, friendliness , my online customer service training is for your team.

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Customer Service Call Center Training Customer Service Training 56

Myra Golden

JUNE 2, 2016

Conversational Aikido emphasizes assertiveness, maintaining control and harmony – all directly applicable principles for politely getting the long-winded caller to the cut to the chase while delivering a great customer experience.

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Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

Conversational Aikido emphasizes assertiveness, maintaining control and harmony – all directly applicable principles for politely getting the long-winded caller to the cut to the chase while delivering a great customer experience.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

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Training Customer Service Exercises Travel 53

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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Customer Service Training Communication Training Video 56

Myra Golden

SEPTEMBER 1, 2016

In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in. How about, “What is your daughter’s last name?” or “We have very flexible scheduling. Is there a day and time that is ideal for your family?”. She did not use a “lead-in.”.

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Customer Service Training Training Connections How To 45

Myra Golden

JANUARY 1, 2019

When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. I’ve held discovery discussions, mystery shopped or listened to a random sample of calls between employees and customers, and I’ve prayed over the event. Prepare for Coaching Conversations.

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Exercises Meeting Customer Service Training Training 65

Myra Golden

MARCH 19, 2017

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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Airlines Customer Service Training Customers Customer Service 86

Myra Golden

NOVEMBER 1, 2016

No other training has the potential to help your employees be friendly. If you’re serious about mastering the most critical skill in customer service, friendliness , my online customer service training is for your team.

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Customer Service Call Center Training Customer Service Training 40

Myra Golden

SEPTEMBER 1, 2016

You can use this train your staff on speaking in complete sentences. In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in. Here’s a short video I recorded on speaking in complete sentences. She did not use a “lead-in.”.

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Training Customer Service Training Video How To 45

Myra Golden

AUGUST 30, 2017

A new eLearning client gave me feedback after their first week of taking my online customer service training. Here’s what some of the people at this company said: “Myra offered clear, useful information about how to deliver bad news to customers and diffusing customer anger by selecting words carefully.” .

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Course Hotels Travel Training 40

Myra Golden

SEPTEMBER 13, 2016

It was like the customer was asking dumb questions. This customer service group doesn’t need anything from Zappos. What they need is a Basic Customer Service Training “intervention” on how to speak with friendliness, warmth and concern – and in exactly 16 days they will get it.

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Culture Hotels Training Contact Center 56

Myra Golden

MARCH 17, 2017

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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How To Banking Hotels Travel 58

Myra Golden

OCTOBER 18, 2016

Trust me, your customers would rather hold for a few more seconds than have to make repeat calls to get their problems solved. Make sure you’re measuring what really matters to your customers. Fix what frustrates your customers . A company called me to deliver customer service training.

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Training Customer Experience Telecommunications Call Center 40

Myra Golden

OCTOBER 18, 2016

Trust me, your customers would rather hold for a few more seconds than have to make repeat calls to get their problems solved. Make sure you’re measuring what really matters to your customers. Fix what frustrates your customers . A company called me to deliver customer service training.

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

SEPTEMBER 13, 2016

It was like the customer was asking dumb questions. This customer service group doesn’t need anything from Zappos. What they need is a Basic Customer Service Training “intervention” on how to speak with friendliness, warmth and concern – and in exactly 16 days they will get it.

Culture 40

Culture Hotels Training Contact Center 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.

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