4 Keys for Emotional Connection That Agents Need to Master

Myra Golden Field Trip-2

4 Keys to Emotional Connection That Contact Center Agents Need to Master

Format: 45-60 minute keynote

Myra Golden’s engaging training with your employees focuses on the soft elements of service – the sound, flow, and feel, so that your employees go back to work fully prepared and inspired to express the soul of your brand.

This keynote features insights Myra gained from a fascinating interview with the owner of a 50-year old barbershop. This talk focuses on how you can take your customer interactions and transform them into impressive experiences using the keys Myra learned from the famous Sanders Barbershop in Broken Arrow, OK.

In this presentation, Myra introduces Four keys to Making Emotional Connection with Customers: Being Fully Present, Empathic Listening, Mastering the Little Things, and Meeting Un-expressed Needs

The result of this workshop is an audience prepared to deliver easier, smoother customer interactions that are friendly and memorable.

Key Takeaways:

  • The “man in desert” approach to meeting needs that aren’t even expressed, so employees develop a knack for predicting customer needs!

  • The highest level of listening – empathetic listening. Your employees learn to put themselves in someone else’s shoes and understand their situation from their perspective, so they improve communication with customers.

  • An understanding of why it’s the little things that make the difference – from the warm welcome to the fond farewell, so that they don’t miss an opportunity to delight and make emotional connections at any touch point.

  • The art of being fully present and passionately engaged with every customer in every interaction, so employees consistently and naturally deliver warm, personable experiences.

Exceptional service delivery during the Claims process is a critical “Moment of Truth” for an insurance company.  The customized tools and lessons presented by Myra Golden transcended the typical ‘training class’ and was truly a professional development event.  Our associates were immediately empowered to create more memorable service experiences for our customers even before the applause faded.  As stated by one associate “Myra Golden captured our attention from the moment she started to speak, until the very end!  I feel privileged to have been a part of the training!”

Laura Dambier

Sr. Vice President, Partner Solutions for Life, Claims and Distribution

Lincoln Financial Group


“I was very pleased with Myra’s presentation, but even more so, I was left with a sense of new energy and desire to put her recommendations to use. I can’t wait for Monday.”

Tim O’Laughlin

The Coca-Cola Company

“Myra’s keynote session was everything I was hoping for and then some.  She left our group energized and excited to get back to their stores and WOW their customers. Our managers have already started to put practices in place to take their customer interactions to the next level. 

Her perspective and message was easy to follow, and she gave actionable items that will help our organization for years to come.  She truly understands what it takes to make lasting emotional connections with customers and has a wonderfully effective way of delivering it.

When I first contacted Myra, I told her that I wanted a program that was tailored to our unique business and the audience (store managers) that would be in attendance.  She assured me that she was the right person for the job and I have to say, she was right.  She worked with us closely leading up to our convention and delivered on all her promises.

If you want more than a ‘motivational speaker’ and a program that is tailored to your needs as an organization, I highly recommend Myra Golden.”

Benjamin Cornell, Customer Experience Manager

Edible Arrangements International, Inc.