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.

Call Center Management by myragoldenMay 12, 20094:33 PM

Preventing Burnout in Call Center Agents & 9 Ways to Motivate Agents

There are two things people want more than sex and money…recognition and praise. Mary Kay Ash Mary Kay is right, as studies indicate that employees find personal recognition more motivational than money. A work climate […]

Customer Service by myragoldenApr 28, 20097:04 PM

The One Thing Companies Can’t Cut In This Tough Economy: Customer Service Employees

The One Thing Companies Can’t Cut In This Tough Economy: Customer Service Employees While staff reductions may be necessary as sales slow in this economy, the people who serve your customers need to be the […]

Customer Service by myragoldenApr 21, 20093:56 AM

The Psychology of Customer Anger

Customer Service by myragoldenApr 21, 20093:53 AM

Handling a Problem That’s the Customer’s Fault

Customer Service by myragoldenApr 21, 20093:40 AM

How Being “Gumby” Can Transform Your Service Culture

Have you ever shopped at the Container Store? If you’re working in customer service, and you want an enlightening (and thought-provoking) benchmark for your company, I urge you to get out and visit a Container […]

Customer Service by myragoldenApr 21, 20093:35 AM

When to Apologize to Customers and How to Do It

When to Apologize to Customers and How to Do It This morning I delivered a workshop in Philadelphia where I introduced my conciliatory customer recovery strategy to a client. The sole purpose of my […]