Myra Golden

Identify Customer’s Needs by Asking “What does a man in the desert need?”

What does a man in the desert need most? In my customer service training sessions, I ask my participants to imagine they’ve come across a man stranded in the desert. “What do you think the man in the desert needs most?” I ask. The immediate answer from the entire group is always water. I then explain to the company I’m training that every one of their... (posted by Myra 1 year 132 days ago.)

Telephone Call Flow Strategy for Contact Centers

The telephone is one of the best branding devices out there. Over the telephone you get 3-5 minutes of your customer's undivided attention. If you get the interaction right, you can create a memorable experience, generate positive word-of-mouth advertising, and build customer loyalty, which leads to increased profits. Getting the interaction "right" usually requires a call... (posted by Myra 1 year 170 days ago.)

The Corporate Apology: How to Apologize In 5 Easy Steps

You probably remember the story about dozens of JetBlue Airlines' passengers being stranded for more than 10 hours on the tarmac without taking off. That was February, 2007. Would you believe that JetBlue still managed to get the JD Power & Associates Award for #1 Customer Satisfaction for the airline industry for that year? How did they do it? They apologized outright to customers after the... (posted by Myra 1 year 219 days ago.)

How to Completely Restore Customer Confidence After Things Go Wrong

Every day things go wrong in the service world and we are faced with the challenge of turning service failures into service recoveries. But what does it really take to restore customer confidence and regain goodwill? I began to explore that question more than 10 years ago and since that time I have studied service failure and service recovery from every possible angle and I have... (posted by Myra 3 years 322 days ago.)

Verbal Aikido: 7 Ways to Handle Difficult Customers

In my live complaint resolution seminars , I demonstrate the martial art Aikido and offer it as a strate g y for diffusin g an g er. I be g an teachin g this unconventional approach to mana g in g conflict after havin g my breath taken away as I watched Steven Se g al effortlessly defeat his opponents without violence or a g g ression in half a dozen of his movies. Aikido is a nonviolent martial art... (posted by Myra 5 years 135 days ago.)

9 Tips for Making Callers Feel Taken Care Of

!IDEA: Hold a 5-minute training session with your staff and share these 9 tips for making sure callers feel taken care of. 1. Smile -You can actually hear a smile through the telephone. When you smile, you sound friendly, interested, and helpful. You also make the customer feel that your sole intent is to be of service and people really can tell the difference. So smile! 2. Tell the caller your name -... (posted by Myra 5 years 351 days ago.)