When your customers are on the brink of defection, often there are several warning signs to suggest they are leaving you. For example, in banking if a customer’s average daily balance drops significantly, their automatic […]
Customized Engaging Online Customer Service Training
Category: Employee Empowerment
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 […]
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 […]
Do you want parrots or people in your contact center?
Do you want parrots or people in your contact center?, a photo by Myra Golden on Flickr. Last October, after I delivered a wonderfully-received keynote in Orlando, I grabbed my camera bag, slipped out of […]
The Issue Is Not the Issue. How the Issue Is Handled Becomes the Issue.
Glazed Donuts, a photo by Myra Golden on Flickr. My son is home sick today, so I went to a donut shop to get him a little treat. I got to the first window and […]
De-escalation Training for Customer Service & Soft Skills Training 