My family and I are enjoying a spring break get-away in Memphis. We came to visit the National Civil Rights Museum, the Slave Tavern and Beale Street. Yesterday my kids were in the mood for […]
Customized Engaging Online Customer Service Training
How to Ruin the Salon Customer Experience with Tasteless First Impressions
Before coming into my office this morning, I went to a nail salon for a pedicure. I have a weeklong business trip in Orlando next week, so I get to kick off my boots and […]
5 Ways to Engage Patients for an Enriching Patient Experience
I couldn’t recall the last time I’d gone to the doctor for a wellness checkup. I had no desire to go for myself, as I feel I’m in excellent health. I run, I eat my […]
Last Week’s Big Event, “Extremely Essential Skills for Chat Agents.”
I’m sitting at my desk reflecting on the tremendous success of last week’s Big Event, “Extremely Essential Skills for Chat Agents.” The training was very well received and I enjoyed delivering this program so much. […]
The Chat Customer Experience Will Always Be Rote, Cold and Unsatisfactory. True or False?
The way your Customer Service Representatives handle your online chat customer support can make or break your reputation with customers. There are dozens of mistakes with the chat customer experience many new and even experienced […]
WestJet Christmas Miracle: real-time giving
One of my clients shared this video with me this morning and I was so moved by WestJet’s amazing WOW that I just had to share this video on my blog. I got chills when […]
Business Etiquette Essentials for Today’s Top Administrative Assistants (My exclusive keynote slide deck)
I’m enjoying a late afternoon latte and going over my slide deck for my presentation at the Progressive Business Conference for Administrative Professionals. I’m really excited about this presentation and this audience. With modern workplaces […]
Myra Golden’s Slide Deck from Ohio Winner’s Breakfast
I’m sitting in my hotel room doing a run-through of the keynote address I’ll deliver at the Ohio Winner’s Breakfast tomorrow. Tomorrow will be exciting for me because I get to meet and mingle with […]
The Secret to Handling Difficult Customers
I’m about to reveal a hidden way for you to literally convert “nightmare” customers into an almost endless source of loyalty, goodwill and profits. Simply put, you can use these insider secrets to instantly turn […]
4 Easy Steps to Great Call Evaluations
4 Easy Steps to Great Call Evaluations.
De-escalation Training for Customer Service & Soft Skills Training 