It’s been a beautifully busy month for me. I have delivered a combined 10 keynotes and training sessions this month for amazing clients and I still have 2 more keynotes next week. I’m home for […]
Customized Engaging Online Customer Service Training
Tag: Myra Golden Keynote
Myra Golden’s Keynote for AIRS in Oklahoma City – October 10, 2013
Tomorrow morning I have the wonderful privilege of being this year’s AIRS Conference Keynote Speaker! My one goal with this keynote is to help AIRS organizations deliver an even better client experience through Connection, Empathy, […]
How to Genuinely Apologize to Customers Without Admitting Fault
I’m sitting in my home office doing a run-through of my slide deck for a very special keynote I’m delivering at the GMA Consumer Complaints Conference in San Francisco next week, and I thought I’d […]
This note from my client just made my morning!
This note from my client just made my morning! It made my morning because I was really speaking to a group of “friends” during this keynote. My client is SOCAP DFW and this was the […]
Myra’s Slide Deck from the Astute Customer Conference “Crafting the Social Media Customer Experience” Keynote
In just a few hours I will deliver my “Crafting the Social Customer Service Experience” keynote at the Astute Customer Conference in Orlando, FL. I’m pumped about speaking at this conference because I have been […]
7 Phrases That Convey Empathy to Customers
One of the skills we practice in my onsite customer service workshops is how to acknowledge customer concern. That is, how to make the customer feel heard, respected and understood when they voice a problem or complaint. Here are some of the exact phrases I share in my training sessions:
7 Phrases That Convey Empathy to Customers
We all want to feel known: “The Norm Principle of Customer Service”
We all want to feel known, a photo by Myra Golden on Flickr. I sit down with all of my clients before a keynote address and I ask them to define 3 things they want […]
My Keynote at the 2012 Contact Center Association Conference
For Zappos it’s all about delivering WOW. This presentation delivers powerful insights into the unique ways Zappos approaches screening and hiring, quality monitoring, social customer service, and making emotional connections with customers – all with […]
Slides and Videos from my Keynote at Contact Center Association
In a couple of hours I’ll be on a plane to Orlando. I’m headed off to speak at the Contact Center Association conference to present my Zappos keynote. For the reference of my attendees, I […]
Videos from My Zappos Presentation to ICCA
Yesterday I presented “Inside the Zappos Contact Center” for one of my favorite clients, International Contact Center Association (ICCA). I crafted and presented my session with these goals: To inspire organizations to make customer service their […]
De-escalation Training for Customer Service & Soft Skills Training 