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 […]
Customized Engaging Online Customer Service Training
Tag: Employee Empowerment
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 