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
Category: Customer Service
Myra Golden Keynote slides from Atlanta Consumers’ Choice Awards
Last night I had the privilege of being the keynote speaker at the Atlanta Consumers’ Choice Awards event. I met some amazing people who are responsible for driving the customer experience for such companies as […]
This Grocery Store Opens at 8:56am and Closes at 8:04pm. Here’s Why.
When I managed a contact center, I actually had our phones set to come on 5 minutes before our posted hours and to stay on 5 minutes past our posted hours. I did this because […]
Here are 3 of the Video Clips I Show in My Empathy Workshops
I’m really excited about delivering my full day Empathy workshop to a fantastic client in Montreal on Monday. I have been preparing for this event for months, and I cannot wait to share my insights and enthusiasm […]
Customer Recovery Strategy: Predetermine solutions to all top problems
When I partner with a company that wants to build loyal relationships with their customers, I absolutely insist that they predetermine recovery strategies for top complaints. This single exercise positions frontline professionals to quickly determine […]
Special Video Training for Customer Service Representatives – How to talk to customers: Empathy and Tone
How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections On Demand Webinar Training This new video contains a step-by-step approach to speaking with customers with a friendly tone, empathy and concern. Your people will lean […]
My Starbucks Barista Is Fully Empowered and Your Employees Should Be Too
My daughter and I have this Starbucks thing. We go into Starbucks on Friday mornings before school to browse mugs and music and we both get a drink. This morning I ordered the Venti Caramel […]
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 […]
Starbucks Surprised & Delighted Me…Again
Starbucks on my Patio, a photo by Myra Golden on Flickr. I went to Starbucks one afternoon last week. I ordered a Pumpkin Spice Latte and the Roasted Tomato and Mozzarella Panini. Yes, it’s an […]
Cheesecake Factory Forgot My Key Lime Cheesecake…But then they made me smile!
Cheesecake Factory Customer Experience, a photo by Myra Golden on Flickr. On Saturday afternoon my daughter and I swung by the Cheesecake Factory for a to-go dinner in between a spa appointment and my son’s […]
De-escalation Training for Customer Service & Soft Skills Training 