(My son and 4 friends during a field trip to a local library) I recently delivered a keynote to a large city-county library system and another keynote to a medical library at a large university. […]
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.
Customer Recovery Strategy: Predetermine solutions to all top problems
When I partner with a company that wants to build loyal relationships with their customers, I absolutely insist that they predetermine recovery strategies for top complaints. This single exercise positions frontline professionals to quickly determine […]
Special Video Training for Customer Service Representatives – How to talk to customers: Empathy and Tone
How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections On Demand Webinar Training This new video contains a step-by-step approach to speaking with customers with a friendly tone, empathy and concern. Your people will lean […]
Customer Experience Keynote Speaker is Smiling Ear-to-Ear Because of This Email!
One of the most amazing feelings is knowing you met and exceeded your client’s expectations. This email is from an attendee of a keynote I delivered last week. I’m smiling ear to ear and grateful […]
Myra Golden Keynote for OU Schusterman Library
This morning I had the wonderful privilege of speaking at the OU Schusterman Library Annual Retreat. I just love the spirit of the librarians I met today. They communicated with each other and with me […]
Photos and Reviews From My Keynote at the 2013 Consumers’ Choice Awards in Dallas, TX
Today’s keynote for Consumers’ Choice Awards was a big hit! I was able to meet and visit with the absolute best service providers in the Dallas Metroplex. I met some pretty amazing service champions from […]
This may be the most creative web error page I have ever seen!
Every website will experience server errors from time to time. Flickr.com found a creative way to announce their error with this image. A great and interesting photograph with a message is just perfect for a […]
Myra’s Customer Experience Keynote Slide Deck from Consumers’ Choice Awards in Dallas
I’m sitting in my hotel room doing a run-through of my keynote for the Consumer’s Choice Awards Breakfast that is being held in Dallas, TX. I’m really excited about this keynote because I will be […]
6 Things We Can Learn About the Chat Customer Experience from Amazon.com
Yesterday I had to reach out to Amazon.com for customer support for my daughter’s Kindle Fire. I chose Chat for my help, and I’m so glad I did because I received refreshingly excellent service that made me say, “Now that’s Beyond WOW!”
Click the image to see my chat conversation
6 things impressed me and made me say “WOW!”
1. It was a holiday (Memorial Day), and the Chat representatives were working.
This was super convenient for me as a consumer on my day off.
Craft a Customer Experience that Leaves Customers Saying, “That was easy!”
This morning I was going through a junk drawer in my kitchen and I came across the “Easy” button from the Staples advertising campaign, “That was easy.” I remember being in Staples nearly 10 years […]
De-escalation Training for Customer Service & Soft Skills Training 