Myra Golden Media

De-escalation Q & A Day!

Myra Golden Media

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives?

Sales 305

How do I assist a customer I suspect is dealing with mental illness?

Myra Golden Media

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?”

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Let’s Talk Psychological Priming! Live 2/10 @ 10:00 am CT

Myra Golden Media

Learn how to guide challenging customers to the next steps using Psychological Priming! Pour up a cup of coffee and join me live! . Customer Experience Design

Customer Service Week Day 3!

Myra Golden Media

Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live! Customer Experience Design

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

The Psychology of the Word “Because” to Get Customers to Accept Your Word As Final

Myra Golden Media

For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” ” The experiment had people ask to cut in a line of people waiting to use a copy machine.

Are you a CX Champ or Chump?

Myra Golden Media

We all know a few customer experience Chumps—they talk a big game but don’t actually deliver on excellent customer experience. On the other hand, CX Champs understand that customer experience is a team sport and takes a lot of different elements.

Don’t Apologize to Customers!

Myra Golden Media

It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things.

These 20 Empathy Statements Will Straight-up Make You a Customer Service Boss!

Myra Golden Media

Download the empathy statements PDF and practice your first five empathy responses to customers. Grab your empathy sheet! Customer Experience Design

How to Enforce a Mask Mandate In Your Theater, Museum, Library or Store

Myra Golden Media

We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

Customer Service Week Surprise From Salesforce – Unboxing!

Myra Golden Media

My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! . Customer Experience Design

Top 3 Ways to Calm Angry Customers

Myra Golden Media

I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer.

I’m Answering Your De-escalation Questions Live May 5th at 11:00 am ET!

Myra Golden Media

I sourced my subscribers for the most pressing de-escalation questions, and on Thursday, May 5th at 11:00 am ET, I’m answering questions live! Meet me there? Here’s the link for my live Q & A. Customer Experience Design

Actually Useful Telephone Advice

Myra Golden Media

Several people have written in looking for help to improve the friendliness factor in phone calls. They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy.

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

EX and CX: The twin powers of a successful business

Myra Golden Media

How closely are the employee and customer experience related? Today, it’s becoming clear that you can’t have one without another. Happy, engaged employees help create great customer experiences that lead to greater customer engagement, satisfaction, and ongoing loyalty.

What do you do when a customer threatens self-harm?

Myra Golden Media

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation.

Customer service employees are therapists, cops, negotiators, and conflict-resolution experts

Myra Golden Media

Is every other customer demanding, “Get me a manager?” ” Do you find your customers more intense ? Are your employees burning out or quitting? It’s not just you. Everyone is seeing this change. I just read this quote from the New York Times.

How do we move the call to closure when we can’t give the customer what they’re asking?

Myra Golden Media

Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver. .

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

National Customer Service Week 2021!

Myra Golden Media

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!!

Choose your battles wisely – Conflict Resolution Training for Managers

Myra Golden Media

For Jack Cooper University , I produced a ten week conflict resolution training. Jack Cooper’s managers are ready to preempt escalations and manage conflict. Here’s our week eight video training. I loved every minute of this interactive training project!

6 Ways to Boss Customer Service Calls

Myra Golden Media

GET MORE IDEAS LIKE THIS. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

A Policy Is Not An Excuse For Your Disrespect

Myra Golden Media

One of my sisters is a flight attendant. Yesterday we talked about her enforcing mask requirements on her flights.

How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

Empathy is a Powerful De-escalation Tool

Myra Golden Media

Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. But empathy? How does this soft skill fit in?

How to Train and Support Remote Customer Service Employees

Myra Golden Media

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate.

Watch this before you talk to your next angry customer (3 Keys to De-escalating)

Myra Golden Media

Is your team dealing with increased irritability from customers? Do your people struggle to get angry customers to back down? If so, have your employees watch this video before they talk to their next angry customer.

Stop Screaming at Me!

Myra Golden Media

Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. . Simply follow this link now to see what it's all about. Customer Experience Design

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Handling Foreign Accents Professionally + Using Positive Phrases

Myra Golden Media

Was This Helpful? I’m asking you because I share ideas like this weekly to my private email list. Signup here to get help improving the sound, feel, and flow of your customer interactions. Customer Experience Design

Instantly regain control of a conversation and de-escalate using this technique

Myra Golden Media

When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer three closed-ended questions back-to-back.

Let Me Teach You Empathy

Myra Golden Media

I started offering my courses through LinkedIn Learning six years ago. Since then, more than 2 million people have taken my classes on LinkedIn Learning. I’m writing today to tell you how you can take one of my courses at no cost on LinkedIn!

Regain control of a conversation with a customer using the jump rope technique

Myra Golden Media

Continue the training with me? Join me at De-escalation Academy. This tip is from my De-escalation Academy.

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

Shave 60-seconds Off Your AHT with this Technique!

Myra Golden Media

I helped a claims team shave 83 seconds off of talk time. And that’s a big deal. I started by listening to a random sample of calls, hunting for the precise areas where agents lost control of calls. Turns out, it was the end of the call where they lost control.

4 Things Chat Agents Can Do to Move Chat Interactions Along Faster

Myra Golden Media

Here are four things you can do to move your chat interactions along faster. Check for understanding early on and as often as it takes. Don’t assume you understand what the customer is saying. Just ask the customer what they mean.

How to Use Psychological Priming to Get Customers to Accept Your Word As Final

Myra Golden Media

Some of you know my undergrad degree is in Psychology. I taught college psych several years before jumping into the customer service space. I apply psychological principles to all my work in de-escalation and call control.

How to Give a Customer Bad News with Surprising Confidence (and without negative backlash)

Myra Golden Media

We have to give customers a lot of bad news these days. “No, we can’t cover your machine that is 12 years past warranty.” ” “We’ve temporarily closed a number of our call centers for the safety of our employees.

The Ultimate Guide to Executive Recruiting

Sourcing the right executive candidates and filling key managerial roles in an organization can be difficult, even in the best of times. Download this eBook to level up your discovery process, talent sourcing, and strategies for reaching your best-fit candidates.