Category: Customer Experience Design

Customer Experience Design by myragoldenJul 15, 20216:33 PM

These 20 Empathy Statements Will Straight-up Make You a Customer Service Boss!

Download the empathy statements PDF and practice your first five empathy responses to customers.

Customer Experience Design by myragoldenJun 29, 20216:02 PM

National Customer Service Week 2021!

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National

Customer Experience Design by myragoldenJun 28, 20214:31 PM

Watch this before you talk to your next angry customer (3 Keys to De-escalating)

Disarming demanding customers takes psychology, and I break it down for your team right here.

Customer Experience Design by myragoldenJun 17, 20217:17 PM

Choose your battles wisely – Conflict Resolution Training for Managers

For Jack Cooper University, I produced a ten week conflict resolution training. Jack Cooper’s managers are ready to preempt escalations and manage conflict. Here’s our week eight video training. I loved every minute of this […]

Customer Experience Design by myragoldenJun 9, 20216:54 PM

6 Ways to Boss Customer Service Calls

GET MORE IDEAS LIKE THIS Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, […]

Customer Experience Design by myragoldenMay 27, 202111:05 AM

How do we move the call to closure when we can’t give the customer what they’re asking?

Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver. Watch the replay to hear […]

Customer Experience Design by myragoldenMay 24, 20212:32 PM

How to Get a Customer to Stop Over-Talking You & MORE Questions!

I’m answering questions YOU’VE posted right here on my channel! Watch for ideas to get your AHT down quickly! Questions One 1:48: Hi! Myra, what if the customer doesn’t want to hear sorry because they […]

Customer Experience Design by myragoldenMay 23, 20216:33 PM

A Mask Mandate Is Not An Excuse For Your Disrespect

One of my sisters is a flight attendant. Yesterday we talked about her enforcing mask requirements on her flights. With the CDC’s recommendation, I knew that vaccinated people don’t need to wear masks outdoors or […]

Customer Experience Design by myragoldenMay 18, 20219:24 PM

Costco Jason’s Response Makes Perfect Sense

I watched the viral video of former child star, Ricky Schroeder confronting a Costco worker, Jason, about the store’s mask mandate. My first thought was my daughter, Lauren. Lauren worked in the mall here in […]

Customer Experience Design by myragoldenMay 14, 20217:38 AM

How It Feels to Have to Carry Out a Mask Policy

Q “I work in public transportation, and we still have strict mask requirements. I’ve had customers snatch the complimentary mask out of my hand and throw it on the floor. A woman flipped me off […]