(Mirror with my client’s customer service mission statement. Pretty creative, don’t you think?) Last week I unveiled a new “Customer Service” mission statement to one of my clients in a very festive, high-energy staff meeting. […]
Customized Engaging Online Customer Service Training
How to Give Constructive Feedback to an Employee, Co-worker or Boss
Need to give an employee, co-worker or your boss constructive feedback? Watch this short video to get 3 great tips for giving your feedback constructively. Learn how to nip unacceptable employee performance in the bud. […]
Hiring & Training the Right Customer Service Agents for Energy
If you work in the utility or energy industry and you’re concerned about hiring and training the right customer service agents, you’ll want to watch this presentation.
How I Achieved My Goal of Running a Half Marathon
On Sunday morning I crossed the finish line at the Disneyland Half Marathon, completing a 13.1 mile run. This time last year I couldn’t even imagine running a quarter of a mile, let alone running […]
How Starbucks WOWs in Routine Customer Service Interactions
(My Starbucks on 81st Street in Tulsa) When I pulled up to the Starbucks drive-thru on 81st street in Tulsa last Thursday, I was greeted with the warm friendly persona that I’ve come to love. […]
What My DSLR Camera Taught Me About Customer Service
Last month I bought a DSLR Camera. I didn’t choose my camera because of the brand, the commercial advertising for the camera or because it’s cool to have a DSLR. I bought my camera because […]
How to Lose a Customer (and your business) Over 8 Dimes
One of the top reasons customers state for leaving a company is a problem was mishandled. Frontline employees need to be trained to respond to problems with a sense of urgency and to do everything […]
This Note From a Satisfied Client Just Made My Day!
Just got a note from one of my cool new clients. There’s nothing quite like the feeling of knowing you have met and exceeded a client’s expectations. 🙂 Related articles How I Build a […]
40 of My Favorite Customer Service Quotes
If you’re not serving the customer, you’d better be serving someone who is. – Karl Albrecht Your most unhappy customers are your greatest source of learning. – Bill Gates Above all, we wish to avoid […]
Myra Golden’s Keynote Slides from Edible Arrangements Convention
I had a ball presenting to the enthusiastic Managers at the Edible Arrangements Annual Convention in Las Vegas last week. I got Goosebumps as managers described what WOW meant to them and I as I […]
De-escalation Training for Customer Service & Soft Skills Training 