Here’s a short (old) video training from our original online training series. Learn. Enjoy. Share. If you like this video, you may want to check out our customer service eLearning. Learn more or try for […]
Customized Engaging Online Customer Service Training
Guy Kawasaki on social media and customer service
Imagine an angry consumer blasts your brand on Twitter, YouTube and on blogs, and she has so much influence that the Tweets become a trending topic and the YouTube video goes viral. Are you 100% […]
Sample Firing Dialogue
This afternoon I am delivering a two-hour professional development training on Eliminating Unacceptable Employee Performance. One of my attendees emailed the following question ahead of the training. “I hate having to terminate an employee, but […]
Consumer Alert: Email Scam about EFTPS Tax Payments
So, I’m sitting in Barnes and Noble reading emails on my iPad and this pops up: Your Federal Tax Payment ID: 01037512 has been rejected. Return Reason Code R21 – The identification number used in […]
You have to be in social media to use social media for customer service
I love to see companies use social media to answer customer questions and deal with complaints. But companies can’t just setup a Twitter account or a FaceBook page and pop in every few days and […]
Customer WinBack
How to recover revenue by recapturing lost customers Profitability and growth are dependent on a firm’s ability to successfully acquire and retain customers. And if a high net-worth customer defects, the firm needs a proven […]
9 Reasons I Love My iPad
From the day Steve Jobs introduced the iPad in a keynote address, I knew I was getting one. But I held off, promising myself that I’d get the iPad when I reached my goal of […]
3 Ways to Mitigate Recall Risk
Regulatory officials, government agencies and members of Congress are more fiercely focused on consumer safety than ever before. This intense focus is great for consumers and companies, but it means that companies now have to […]
Myra Golden Interview with Emmy-Winning Journalist Cindy Morrison
I had the great pleasure of speaking to the Oklahoma chapter of National Speaker’s Association. After the event, I did an interview with Emmy-Winning Journalist Cindy Morrison (@CindyWMorrison). Cindy and I have followed each other […]
Corporate Social Media Crisis: 4 Ways to Fight Back
In June 2005 an AOL customer called the company to cancel his subscription. The Representative he spoke with was relentless in his attempts to “save the account” – nearly calling the customer a liar over […]
De-escalation Training for Customer Service & Soft Skills Training 