When I feel stressed or overwhelmed with work, I often pick up my camera and go. This morning I went to a park by the river to take some shots of a waterfall. While I […]
Customized Engaging Online Customer Service Training
Tag: Myra Golden
Here’s Why You Need to Let Your Employees Cool Down After a Busy Period
My son cooling down after a family game of basketball Sunday afternoon I started running a little more than a year ago. The running training program I started with insisted on a 5-minute cool down […]
Chick Fil-A WOWs During Lunchtime In the Pouring Rain!
Chick Fil-A wowed my friend Allyson once again. Allyson texted me this: “I’m at Chick Fil-A and amazed once again…it’s pouring rain and managers are outside in fluorescent raincoats, umbrellas, headsets and taking orders. Brilliant!” […]
How to Handle a Customer’s Declined Credit Card
Yesterday I presented a keynote for Progressive Business. My aim was to position customer service professionals to go out of their way to make customers feel good. During the Q & A an attendee asked: […]
The SLS Beverly Hills Gave Me Celebrity Customer Service!
I flew into Los Angeles the night the Academy Awards were being held. By luck of the draw, I was in the same hotel that many of the celebrities stayed in. (My client really […]
What I’m Teaching My Students Tonight [The Red Bead Experiment]
Two or three times a year I teach a management course for the University of Phoenix. Right now I’m teaching Management Quality and Productivity. This is an exciting course that examines the concepts of continuous […]
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 […]
3 Bold Ideas to Help You Screen and Hire The Right Talent for Your Culture (And weed out employees who don’t fit)
Companies with a defined and strong culture outperform their competitors by as much as 200%. Culture is what positions companies to innovate, deliver an exceptional customer experience and become an employer of choice. Company culture […]
This is Freedom to Me
My daughter embracing her freedom This morning I enjoyed a long leisurely breakfast at one of my favorite breakfast cafes with my girlfriend from junior high school. After the perfect spinach and tomato omelet and […]
My Turning Point
In the September issue of Speaker Magazine I discuss how a tragedy forced me to re evaluate my life and business. Read the full interview with Shari Alexander by going to http://tinyurl.com/5r83yvs
De-escalation Training for Customer Service & Soft Skills Training 