I had such a fun Monday! I taught Aikido! Well, I taught verbal Aikido. On Monday, I had the privilege of being the opening keynote speaker at the Insurance Consumer Affairs Exchange Conference (ICAE) in […]
Customized Engaging Online Customer Service Training
Author: myragolden
Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley and other brands.
The suit does not make the woman
I had a Mastermind meeting with a very successful entrepreneur who also has a growing professional speaking business. We met to trade ideas with the goal of making each other more successful. One of the […]
How to Politely Control Calls with the Chatty Cathy
As you might know, one of the things I teach is how to control calls with customers. Precisely, how to deliver a warm customer experience while politely getting the long-winded customer to cut to the […]
TD Bank Turns ATM into Automated Thanking Machine
So, it’s time for some good news in customer service. One of my clients just emailed to share with me how TD Bank ATMS gave out surprises that stunned customers. The acts of surprise made […]
This customer recorded his call into a cable company. I listened. What I heard made me say wow. Just wow.
So this call was bad. Really bad. All the customer, Ryan Block, wanted was to cancel his Comcast service. Ryan shared 8 minutes of the call on Sound Cloud for all of the Internet world to hear. My favorite phrase from the call is, “Help me understand why you don’t want faster Internet?” I’m still laughing!
Listen to this nightmare of a customer service call and then be thankful that you train and monitor your employees. You do train and monitor your employees, right?
Ryan Block, the customer
How to Improve the Student Experience by Flipping Your Classroom
Paying attention to the student experience and constantly improving on it is just as important to teachers as the customer experience is to corporations. We must learn to engage students and teach them the way […]
Liberty World Outreach Center Annual Women’s Brunch
Me, along with some amazing panelists from the Liberty World Outreach Event. I am second from the left. On Saturday morning I had the privilege of being a panelist at the Liberty World Outreach Women’s Leadership Brunch. […]
Personal journal entry: “The Fault In Our Stars”
Journal Entry -June 27, 2014 Orlando Lauren and I saw “The Fault In Our Stars” Wednesday night. She heard of the book through a movie trailer. Lauren insisted that we immediately get the book so […]
Surprise and Delight Your Customers with Technology – Here’s How Chili’s delighted my family with tablets
Chili’s has always been one of our family’s favorite dinner spots. Last night we went to a different Chili’s for dinner. We noticed immediately that each table had a tablet placed on the center. That […]
7 Warning Signs of Employee Burnout
When your customers are on the brink of defection, often there are several warning signs to suggest they are leaving you. For example, in banking if a customer’s average daily balance drops significantly, their automatic […]
De-escalation Training for Customer Service & Soft Skills Training 