How Long Will It Take You to Talk to Us About Soft Skills Training?

Yesterday I delivered a full-day of soft skills training to a new client in Denver. We had such a fun day. Lots of participation, solid take-aways, table discussions that I know were behavior changing. I love the feeling I get after a day of soft skills training.

Have you ever checked out my onsite training workshops?

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• Workshop attendees have said, Myra’s positive attitude really makes me feel that one person can completely change another’s state of being and “Each one of us walked away with something new, and all of us feel we could have sat and listened to her for days!

• Training is customized to your needs. I meet with your management team before the training to discuss your objectives and I review a sample of your agent calls to help me understand where you are today.

• I’m known for my high engagement, stories and humor – your people will love spending the day with me and my team in soft skills training!

Here’s what a recent client had to say about my training:

Myra delivered two full-day workshops for us, and we could not be more pleased.  She took the time to listen to our needs and created workshops that combined her expert knowledge with the specific customer-service ethos we want ingrained in our employees.   Continue reading

The 3 Mistakes Most People Make When Giving Customers Bad News

shocked customer service representative

My husband and I were sitting at the big boardroom table at the Closing office. We’d just sold our first home. We were now closing on our new home. But, something went wrong. The bank didn’t transfer the money for the purchase of our new home. 

I called our mortgage broker, who had handled every detail up to this point. I got the Office Manager.“You’re approved. I don’t know why the money wasn’t transferred. It’s now after hours on the East Coast on a holiday weekend.” It was New Year’s eve. “We can’t talk to anybody until after the first of the year.”

Devastated doesn’t even begin to describe how I felt right then. I was in all-out panic mode. I was afraid that we wouldn’t be able to move into our home. I asked to speak to my Broker, and the Office Manager said, “He’s just going to tell you the same thing I’ve told you. Like I said, there’s nothing we can do until after the first of the year.”  

There was no explanation; no concern for this very serious problem, no offer to help – nothing. She just said what she said. And we were left helpless.

This is a good example of how not to deliver bad news to a customer. By the way, after the first of the year, we learned that the bank account number for the wire transfer was incorrect. It was one number off. That’s all it was. And we were able to move into our new home. But not after a long holiday weekend of complete fear!

Things will go wrong and there will be times when there is nothing you can do to help the customer. You can’t control the fact that you have to be the bearer of bad news, but you can control how you deliver the news.

My former mortgage broker got it wrong, as a lot of people do. Here’s how most people get it wrong when they deliver bad news to a customer: Continue reading

That Time I Set My Kitchen On Fire – And How That Changed Me Forever

Myra Golden

I was making a special candy dessert with my daughter, just 4 years old at the time. I didn’t even want to make the recipe, but Lauren begged me to. Given my frustration in the kitchen with this unfamiliar and difficult recipe, it’s no surprise that my daughter quickly lost interest in cooking with mommy and went to play.

Impatient with a lengthy step in the cooking process, I decided to let the mixture simmer for a bit, thinking my frustration could also simmer down, and I went down the hall to my home office. I got to checking emails and a voicemail, nothing of importance, and I simply forgot about the sweet mixture simmering on the stovetop. Sometime later at my desk I heard a sharp whistle. No, it was more like a beep. It happened in rapid succession. With a 4-year old and a 1 year old, I dismissed the sound as something coming from one of the kids’ toys. I hit send on the email I was typing and then opened AOL to read some news.

My daughter walked into my office, still wearing her lavender princess dress and bejeweled crown from dressup earlier.  She didn’t look like a princess though. She looked Much Afraid. “What’s wrong Lauren?” Her big princess eyes didn’t blink. She didn’t speak. There’s that beeping noise again… Oh ho! That’s the smoke alarm, I realized. I ran into the hall and it was filled with smoke! Through the smoke I dashed to my kitchen and it was on fire. My kitchen was on fire! Continue reading

3 Ideas to Help Customer Service Employees Work Through Burnout

Stressful day at work

The twentieth of May marks 16 years that I’ve been in business for myself, doing the things I’ve dreamt about, the things I love – training, writing, designing curriculum. I love where I am and what I do; yet recently I have experienced burnout.

Guilt was my first response to burnout. How dare I feel bored, dis-interested and un-creative. So many people would be happy to be where I am; I should be grateful. I’m my own boss. A typical workday for me includes dining at a highly recommended local restaurant, perhaps a walking tour of a historic city in the south, shopping for shoes in Toronto’s fashion district or meeting beautiful spirited Native Americans in Milbank, South Dakota. All this is after a well-received training session or keynote.

I am grateful, actually, and yet, I was experiencing burnout. I wonder if your employees have ever been where I am just now emerging from – the brink of burnout. Maybe you, too, have felt un-motivated at work. I’ve addressed, really still addressing, my burnout by doing 3 things. These 3 things, I believe, can help your employees (or you), out of a rut when they feel burned out or simply un-motivated.

1. Don’t allow customer service employees to spend more than 80% of their time on the phones

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I’d given that keynote everything. I took the time to speak with 3 audience members weeks before my talk to get a feel for what would be value-adding for attendees. Months before my talk I interviewed 2 experts in the field so that I could provide field-tested and proven strategies in my key points. I was prayed up.

On the big day my keynote was good, but it was not great. I know great. I can see great in the eyes of my audience. I can feel it. I didn’t make emotional connection. Maybe I didn’t establish my credibility right up front. Was this African American woman with edgy, kinky hair just too much for this all-white, all male audience? Continue reading

7 Ways to Motivate Customer Service Employees {63-second Video}

Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. View or download for my high energy video, How to Motivate Customer Service Employees. It’s loaded with practical ideas to resist burnout and fire-up customer service employees..

3 Things Being an Overwhelmed Call Center Manager Taught Me About Motivating Employees

Myra Golden

I was sitting at my desk looking at my Outlook calendar. Four meetings, two of them overlapping, and literally only a break of  about 15 minutes for a bite to eat. On my desk, stacks of papers, notes and folders reminded me of the two major projects I was running behind on.  And I still needed to sit down with Jim to talk about issues with his recent tone with a customer. The thing is, this day wasn’t unusual. This was pretty much everyday life for me. I was overwhelmed.

Looking at the two meetings that overlapped, I thought, “What if I sent someone to the second meeting in my place?” The second meeting was a task force to look for ways to increase customer loyalty. I needed to be there, yes, but my budget meeting took priority.

I called George into my office. George was a bright, energetic, proactive frontline customer service representative. “George, I have an opportunity for you,” I said. “ At 2:30 I have a customer loyalty task force meeting. I can’t attend due to a budget meeting and I’d like you to stand in for me.” George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors.

The next day George came to my office to brief me on the meeting. He was beaming with excitement. He had so many creative ideas for how to help our company build and strengthen customer relationships. I knew he added more value to that meeting than I would have, especially given that my priority was on the budget meeting. George offered to continue going to the task force meetings in my place going forward. I didn’t even have to think about it, “Yes, George, you will be great at this!”

Delegating a meeting to an employee lightened my load and empowered him to exercise untapped skills.  Months later I could see George beginning to blossom in the areas of leadership, public speaking and championing ideas. I had truly motivated him in a very unique way. What if, I wondered, I could give all of my employees a similar experience? I began to seek out tasks for delegation, opportunities that would not only make life easier for me, but would truly empower and motivate my employees. I found the opportunities and in the process, I relieved my stress and created a culture of empowered and motivated employees. Here are 3 things being an overwhelmed manager taught me about motivating my call center employees.

1. When All Else Fails, Go to Your Employees for Solutions

When I first took over the call center at this company, I inherited big problems – with everything from employee morale to delivering a quality customer experience. New to the position and still very much learning as a young manager, I really didn’t know how to tackle the myriad challenges. Fresh out of graduate school, I turned to one of my textbooks for help. In my Human Relations textbook I found something known as the “Quality Circle.”

In a Quality Circle, managers go to employees for solutions to problems. Following the text to the letter, I assembled a group of call center employees who volunteered to be part of the quality circle. We met once weekly for about 10 weeks. The first week I put a problem on the table and said, “Here’s the deal. This is a problem that we must fix and I have no idea how to do that.  You guys are the experts. What ideas do you have?” Continue reading