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Customer Experience Design by myragoldenOct 5, 20208:01 AMNovember 1, 2020

Free Soft Skills Training: Best Practices: Customer Service Representatives

I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions […]

Customer Experience Design by myragoldenSep 30, 20206:08 AMSeptember 29, 2020

What to Say When a Customer Cusses at You and 4 Other Tough Situations

Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet. Will you help me? I’m working on a De-escalation project to prepare frontline professionals like you for the […]

Customer Experience Design by myragoldenSep 23, 20203:00 PMNovember 1, 2020

8 FREE customer service classes on LinkedIn Learning!

Just about weekly, a customer service representative reaches out to me on social media or email for help. Help to control calls. Help to de-escalate intense interactions. Help with showing empathy. Help with chat customer […]

Customer Experience Design by myragoldenSep 17, 20202:50 PMNovember 1, 2020

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

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 […]

Customer Experience Design by myragoldenSep 16, 20209:29 AMSeptember 16, 2020

Empathy Will Get Those Angry Customers to Back Down In the COVID-19 Era

COVID-19 makes customers more demanding. And the pandemic impacts customer service representatives, too! Empathy can help you regain control of interactions and get angry customers to calm down and listen to you. But what level […]

Customer Experience Design by myragoldenJul 9, 20207:56 PMJuly 9, 2020

What I Wish Everyone New About Why Calls Go Longer Than We Want (Contact Center Call Control)

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view […]

Customer Experience Design by myragoldenJul 1, 20204:41 PMSeptember 23, 2020

Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings

Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that […]

Customer Experience Design by myragoldenJul 1, 20204:30 PMSeptember 23, 2020

Access 4 of My LinkedIn Learning Classes Free Right Now

Customer Experience Design by myragoldenJun 23, 20204:43 PMJuly 3, 2020

Let Me Help You De-escalate Intense Interactions During the Stressful COVID-19 Times (Free Online Training)

I was just on my YouTube channel reading comments. Andrea’s comment made me put down my cup of tea – “I am struggling. Sometimes I get cursed out five or six times back to back. […]

Customer Experience Design by myragoldenMay 21, 20206:03 PMJuly 6, 2020

If You Find COVID-19 Is Making Customers More Hostile, You’re Not Alone.

As some companies begin phasing back into office work, employees are worried. They fear to be in intense interactions with frustrated customers. They fear they won’t be able to diffuse anger and de-escalate. These are […]

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