Myra Golden Media

APRIL 5, 2023

When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. Signposting is the art of guiding the conversation using clear and concise language to let the caller know what to expect next. It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists.

Call Center 156

Call Center call center software Best practices Chatbots 156

Myra Golden Media

APRIL 6, 2023

Breaking bad news is one of the most challenging aspects of customer service. It’s always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is canceled. However, as a contact center representative, it’s your responsibility to deliver this news in a way that’s sensitive, empathetic, and effective.

Contact Center 156

Contact Center Best practices Customer Service Management 156

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs.

Contact Center 156

Contact Center Average Handle Time First call resolution Customer Service 156

Myra Golden Media

JANUARY 26, 2023

Those with strong emotional intelligence deliver bad news confidently, control calls easily, and prevent escalation. This is why I teach empathy, connection, and listening. Meet with me for a 45-minute discussion on how to coach your team to be more effective with soft skills. Thursday, February 9th at 1 PM CT Make sure you reserve your spot now!

Coaching 156

Coaching Customer Experience 156

Myra Golden Media

JANUARY 25, 2023

Every week, I invest 3 hours in myself. And I want you to do the same. Every week, I invest three uninterrupted hours in myself or my business. I do not respond to emails or perform any routine business tasks during this time. The focus is strictly on professional/personal development. I’m taking a LinkedIn Learning class today. I’ve used this block to read, craft new stories, brainstorm new content, and shop for advanced technology.

Personalization 156

Personalization Technology Customer Experience 156

Myra Golden Media

JANUARY 17, 2023

When you want to end a circular conversation with an upset customer, I want you to say: “We realize this is frustrating for you.” {Then explain why you can’t honor the request and offer the next steps.} Example: “We realize this is frustrating for you, and I’d like to explain. Not only is an unplanned stop not feasible with scheduling, but regulation also doesn’t allow it.

Transportation 156

Transportation Management Customer Experience 156

Myra Golden Media

JANUARY 9, 2023

Happy New Year, friends! I’m coming to you live from my recording studio (where I’m recording courses for multiple clients) with one of my best tips for controlling calls with venting, friendly, or upset customers. The tip is signposting. It used to be difficult for me to wrap up coffee meetings and lunch dates. Now, I signpost graceful, swift exits.

Customer Experience 156

Customer Experience 156

Myra Golden Media

DECEMBER 28, 2022

Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play. In this course, I explain why customer calls get out of hand and introduce a simple process to get you back in control. Learn how to use a limited response, take control with close-ended questions, assert your way out of a bad conversation, and practice proactive call management, so custo

Customer Service 317

Customer Service Management Customer Experience 317

Myra Golden Media

DECEMBER 15, 2022

Have you ever visited my LinkedIn Learning classroom? In this supportive, interactive digital classroom, I teach my students call control, de-escalation, rapport building, empathy, and more. If you already have a LinkedIn Learning subscription, you don’t pay anything for my training! You should check out my classroom. Head to my LinkedIn Learning portal and see the awesomeness for yourself!

Scripts 31

Scripts Coaching Customer Experience 31

Myra Golden Media

NOVEMBER 9, 2022

Some things are just too good to be kept to yourself. That’s how I feel about my new webinar, 9 Tips to Politely Control Difficult Customer Calls. Between my “ask three closed-ended question tactic” and the “Topic Grab” approach, it’s meant to be shared! So here I am … sharing exactly what agents must do to control conversations.

Customer Experience 156

Customer Experience 156

Myra Golden Media

OCTOBER 27, 2022

Customer service calls can sometimes get out of control, especially in difficult situations when customers don’t immediately get their way. Unchecked, these upset and overly talkative customers can dominate the conversation, prolong the call, and take away employees’ time and energy from serving other customers and completing more valuable tasks. In these situations, utilizing practical call-control strategies can dramatically improve the effectiveness of your contact center team.

Contact Center 156

Contact Center Customer Service Management Customer Experience 156

Myra Golden Media

SEPTEMBER 28, 2022

When was the last time you celebrated something? Whether it was recently or too long ago, prepare yourself because this is for you: National Customer Service Week! I know customer service pros are the bee’s knees, so I’m thrilled to be the returning keynote speaker of National Customer Service Week! Join me October 3-7, 2022, to celebrate!

Customer Service 156

Customer Service Customer Experience 156

Myra Golden Media

SEPTEMBER 28, 2022

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!

Customer Service 194

Customer Service Customer Experience Management 194

Myra Golden Media

SEPTEMBER 5, 2022

True story a client shared with me. “One of our employees quit because they couldn’t believe the audacity of us to say ‘no,’ they couldn’t let us know on Thursday that they needed Friday and Monday off to go to a Jack Harlow concert over the weekend.” Employee retention is on everybody’s mind now, especially for contact centers.

Contact Center 156

Contact Center Scripts Surveys Personalization 156

Myra Golden Media

MAY 9, 2022

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. At GetFeedback’s 2021 virtual event, The CX Impact Summit , customer experience experts Myra Golden and Jeannie Walters played the CX maturity game: Champ or Chump to demonstrate the different levels of maturity in CX programs.

Customer Experience 156

Customer Experience Metrics 156

Myra Golden Media

MAY 2, 2022

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 156

Customer Experience 156

Myra Golden Media

APRIL 29, 2022

How closely are the employee and customer experience related? Very. 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. Recently I sat down with Momentive, Inc to explore some of the challenges facing employees, how companies can create better employee experiences, and how doing so creates a much better customer experience.

Customer Experience 156

Customer Experience 156

Myra Golden Media

MARCH 29, 2022

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! The #GreatReshuffle has inspired millions of people to reconsider their work today. Whether it’s learning a technical skill for their role or cultivating a better work-life balance, the LinkedIn Learning Pathfinder can help you get the skills to

Customer Support 156

Customer Support Customer Service Customer Experience 156

Myra Golden Media

MARCH 8, 2022

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 177

Customer Experience 177

Myra Golden Media

FEBRUARY 14, 2022

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. “The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.

Customer Service 227

Customer Service Management Customer Experience 227

Myra Golden Media

FEBRUARY 5, 2022

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 296

Customer Experience 296

Myra Golden Media

JANUARY 21, 2022

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? 6:41 What are some warning signs that a call will be escalated? 11:38 How do I make soft sales when my customers are angry over a billing issue?

Sales 379

Sales Customer Experience 379

Myra Golden Media

JANUARY 12, 2022

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. My client, thrilled that my training is already available to her at the new company, shared her favorite tactic from my training with me.

Customer Experience 266

Customer Experience 266

Myra Golden Media

JANUARY 3, 2022

After the busy Christmas and Boxing Day shopping season, returns start. And if you’ve ever worked in retail or a contact center, you know how challenging this time of year can be. Returns and exchanges make things more complicated because customers making returns are more likely to be already unhappy. So, we need to have a strategy for handling these situations.

Contact Center 177

Contact Center Sales Customer Experience 177

Myra Golden Media

DECEMBER 15, 2021

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. Researchers had the people use three different, specifically worded requests to cut in line: “Excuse me; I have five pages.

Management 314

Management Customer Experience 314

Myra Golden Media

DECEMBER 2, 2021

Many of you know me from my popular LinkedIn Learning courses. I’ve loved flying to Santa Barbara, renting a car, and driving to Carpinteria to film my LinkedIn courses. Whenever I’m in Carpinteria, I go to the Seal Sanctuary, lounge at the beach, eat at the beach, read at the beach, pray at the beach – all things beach! Carpinteria Beach.

Customer Experience 156

Customer Experience 156

Myra Golden Media

OCTOBER 20, 2021

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. Understand this. You’re not trained to handle people in crisis.

Customer Support 295

Customer Support Management Customer Experience 295

Myra Golden Media

OCTOBER 7, 2021

I seriously love this week! Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. Here’s the replay from today’s session – again, dedicated to customer service leaders.

Customer Service 156

Customer Service Customer Experience 156

Myra Golden Media

OCTOBER 7, 2021

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 Service 317

Customer Service Customer Experience 317

Myra Golden Media

OCTOBER 6, 2021

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 Service 367

Customer Service Customer Experience 367

Myra Golden Media

OCTOBER 5, 2021

Yesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it? Watch the replay here. Today we focused on employee retention and training. I revealed the number one training request I get directly from frontline employees, and I take you inside my digital classroom for a high-impact workshop.

Customer Service 156

Customer Service Customer Experience 156

Myra Golden Media

OCTOBER 4, 2021

Happy Customer Service Week! I kicked things off over at the official National Customer Service Week online event this morning. I talked about how employee appreciation leads to happiness, and happiness gives you so many benefits. If you missed my keynote and all the fun, you can watch the replay here. Celebrate the heart of service with us tomorrow for Day 2. .

Customer Service 156

Customer Service Customer Experience 156

Myra Golden Media

OCTOBER 1, 2021

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. So what makes a person sound friendly over the phone? Turns out, it’s easy to sound friendly with customers.

Feedback 310

Feedback Personalization Customer Experience 310

Myra Golden Media

SEPTEMBER 17, 2021

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!

Customer Service 348

Customer Service Customer Experience Management 348

Myra Golden Media

SEPTEMBER 17, 2021

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. My son’s school reinstated mask mandates this week. Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices.

Customer Experience 328

Customer Experience 328

Myra Golden Media

SEPTEMBER 10, 2021

We had high hopes – and big plans – to reconvene and reconnect at ACX’21 in Arlington, VA, but remember the saying about best-laid plans? Now we’re meeting OCTOBER 26-27 for a FREE online event packed with insightful learning and new opportunities to engage and interact. . Learn more and register here!

Customer Experience 63

Customer Experience 63

Myra Golden Media

AUGUST 26, 2021

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. Today, I’m breaking down what the research says about apologizing, and I’m giving you phrases for expressing “sorry” and empathy.

Customer Service 357

Customer Service Customer Experience 357