My husband texted me the score. Our son’s third-grade basketball team lost 16-7. I missed the game because I was at cheer practice with my daughter. When I got home, my son was polite, but […]
Customized Engaging Online Customer Service Training
[Video] 15-Minute Skill-Sharpener — How to Handle Irate Customers
Imagine your next phone call is from an angry, irate customer and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, watch this excerpt from […]
Myra Golden’s Slide Deck and Videos from her Customer Experience Keynote in Atlanta
Last week I delivered my “Customer Journey” keynote to ORTEC in Atlanta. My keynote was extremely well received and after speaking, I enjoyed a sushi lunch with the company’s founder, CEO and VP of Product […]
The Psychology of Employee Motivation
Abraham Maslow developed the concept of the Hierarchy of Needs and it has been extensively applied to managerial situations. Maslow suggests that people are motivated by 5 levels of needs and higher level needs do […]
Got a tough customer experience problem? Write a “Dear Abby” Letter.
When I’m brought into a company to solve a tough ongoing problem, one of my problem solving techniques is to ask my client to write a “Dear Abby” letter. The technique works wonders. I ask […]
Pay it forward! When you do, you’ll put a smile on someone’s face.
While my husband and children were still getting dressed for my son’s basketball game this beautiful Saturday morning, I slipped out of the house and went to Starbucks for a latte. It’s January and yet […]
The 5 Steps I Use to Dramatically Improve My Clients’ Customer Experience
When it comes to Customer Experience improvement for a client, I am meticulous and relentless. I nitpick every single detail and turn over every stone looking for ways to improve every point of contact and […]
Rachael Ray Tries to Stump a Zappos Rep
Word on the street is there is no stumping a Zappos Customer Service Representative. Rachael Ray decided to test that out. Rachael Ray is the infamous long-winded caller nobody likes to get. Watch how the […]
“Sharpen Your Saw” to Stay Creative, Productive & Stress Free (One of Covey’s 7 Habits of Highly Effective People)
Latte & Journal, a photo by Myra Golden on Flickr. I start my mornings with a latte and journaling and then I go for a run. This is how I “sharpen my saw.” In his […]
De-escalation Training for Customer Service & Soft Skills Training 