Two weeks ago I hosted one of my most well attended webinars ever…”Inside the Zappos Contact Center.” In this exciting and inspiring webinar, I took my clients inside Zappos to give them ideas and strategies […]
Customized Engaging Online Customer Service Training
Category: WOW customer service
How My Employee WOWed a Customer
Back when I was overseeing consumer affairs for Thrifty Rent-A-Car System we received a complaint from a very unhappy customer. In a hurry to catch a flight after a full week at Disneyland, the customer accidently left […]
Myra Golden’s Videos and Slides from Zappos Presentation at Contact Center Expo
I had a ball at the Contact Center Expo where I presented “Inside the Zappos Contact Center” to a packed house. I met amazing professionals who are serious about delivering the very best customer experience […]
Inside the Zappos Contact Center
On Wednesday, March 23, 2011, I will be speaking at the Contact Center Expo in Nashville. I’m very excited about my presentation because I will be giving an in-depth profile of a company that I […]
Zappos Only Hires People Who Are Passionate About Customer Service
Zappos is about the very best customer service and that starts with hiring the very best people. Watch this interview as Zappos CEO, Tony Hsieh talks about the Zappos Customer Service Culture.
JCPenney WOWs Customer with Empathic, Heartfelt Email Response
A few years ago one of my clients sent me a copy of an email she’d received from JCPenney Portrait Studio. My client, Angela, had taken her 2-month old daughter to the studio to have […]
How Southwest Airlines Rebuilds Trust After Service Failures
Explaining Why/How a Problem Happened Helps Companies Regain Goodwill and Rebuild Trust A vital, but often overlooked element of customer recovery is to provide an explanation for how or why the problem happened. Taking the […]
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% […]
Identify Customer’s Needs by Asking “What does a man in the desert need?”
What does a man in the desert need most? In my onsite classroom customer service training sessions, I ask my participants to imagine they’ve come across a man stranded in the desert. “What do […]
Make “WOW” a Part of Your Culture (Whoa, Nellie! Have We Got A Surprise For You!)
Last summer I ordered a pair of running shoes from Zappos.com. Shipping is always on the house at Zappos when you go with standard shipping. That’s a big WOW for me and it’s one of […]
De-escalation Training for Customer Service & Soft Skills Training 