2 Reasons Your Employees Are Failing at the Customer Experience



You know your customer service is not where it needs to be. You know your employees aren’t delivering the level of service your customers expect and deserve. And this is keeping you up at night.

There are 2 reasons why your people are failing at the customer experience.

They aren’t establishing rapport with customers. And this is a big one. And, they aren’t in harmony with what your customers need and expect. Let’s take a look at the reasons agents fail at the customer experience and explore what you can do about it. 

  1. They aren’t establishing rapport with customers

This morning I was monitoring calls for a contact center client; something I often do. Here’s how the Agent opened the call. Continue reading “2 Reasons Your Employees Are Failing at the Customer Experience”

I took my client on a field trip to the Apple store today – Customer Experience Design Strategy

Barnes and Noble Field Trip 2

This morning I took a team from one of my client’s branches on a field trip. We’re working to create the best possible customer experience in my client’s organization and I believe one way to achieve this goal is to learn from the best. So, I got everyone out of the office and we went to the Apple store and Barnes and Noble.

Before the fieldtrip, I gave the team a list of questions and observation points so that we’d make the most productive use of our time. At the Apple store, my team observed greeting upon store entrance, analyzed employee interactions and even got to see an Apple employee eloquently handle a not so happy customer. After the fieldtrip, we met in a circle in the mall and discussed our observations and explored ways they can take back some great ideas and adopt and apply them in their organization.

Apple store field trip

We left Apple and headed across the street to Barnes and Noble. The people at Barnes and Noble were so gracious and allowed us to explore, take up a lot of space, meet to discuss our observations and they even let us take photos. My team really walked away with a lot of customer service insights from Barnes and Noble.

Barnes and Noble Field trip

I love what I do! It’s great to make customer experience training and consulting hands-on, relevant and even fun.

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How to Get Customer Service Reps to Express Empathy

Are you a corporate trainer who is looking for customer service training to deliver to your team?

Special Video Training for Customer Service Representatives – How to talk to customers: Empathy and Tone

How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections On Demand Webinar Training

This new video contains a step-by-step approach to speaking with customers with a friendly tone, empathy and concern.

Your people will lean the secrets for making personal emotional connection over the phone, personalizing email and chat, and how to convey empathy and concern.

How to Talk to Customers: Empathy, Tone and Making Personal Emotional 


The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers.

Watch 15-minutes of How to Talk to Customers

In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers. $299.

Download How to Talk to Customers Now

The Beyond WOW Customer Experience

The explosive ideas in this book will help you go beyond the WOW experience to build, repair, and grow customer relationships. 


by Myra Golden and Dr. Jeffrey Magee

“From the first page I was taken in!” 

“Beyond WOW is a powerful tool for those of us who work with customers on a day-to-day basis. 

“I refer to your book when I need to re-motivate myself.”

  • Completely restore customer confidence and regain goodwill after any service failure

  • Learn how to launch relationship marketing campaigns to strengthen loyalty with your current customers

  • Get your customers back from the competition with our powerful win back strategies

  • Discover why you need to forget customer satisfaction and strive for customer loyalty

  • Deploy more than 50 growth and retention tactics today

  • How to create a customer recovery plan

  • Converting ballistic customers into advocates

  • Customer winback strategies – the step-by-step process


Take a look inside:

View table of contents

Look at back cover

Read a sample chapter

Get your copy of Beyond WOW for $29.95. Buy now.

Or get Beyond WOW instantly in eBook format for just $20!

We all want to feel known: “The Norm Principle of Customer Service”

We all want to feel known by Myra Golden
We all want to feel known, a photo by Myra Golden on Flickr.

I sit down with all of my clients before a keynote address and I ask them to define 3 things they want the audience to walk away with after my keynote. Yesterday I sat down with the CEO of a Chicago company and listened with great fascination as he described his top 3 take-aways from my presentation. He called one of his take-aways the “Norm Principle.” The “Norm Principle,” he said, is from the sitcom “Cheers.”

CEO: “You remember Cheers, don’t you, Myra?”

Me: “Of course I do.”

CEO: “When Norm walked into the bar, everyone knew his name. People looked up and acknowledged him when he walked in. The bartender already knew what he was drinking. Norm was ‘known.’ That’s the main idea I want you to get across in your keynote. Everybody wants to feel known. Everybody wants to feel welcome. I want the audience to go out and make their customers feel ‘known.’”

I LOVE the Norm Principle! The CEO was right on target and what a memorable concept: the Norm Principle. I will deliver that charge to my audience when I speak at my client’s conference this fall. In the meantime, I challenge you to work to make your customers feel KNOWN. How do you make customers feel known? Consider the following example from Starbucks.

Last year when I pulled up at the Starbucks drive-thru, the employee said, “Good morning. Welcome to Starbucks. Are you having your usual today?” Baffled, I asked, “How do you know what my usual is?” The gentleman said, “I recognize your car.” Apparently that Starbucks location has cameras at the drive-thru ordering speakers. (I was at the first window, not the second.) Not only do they have cameras, but also they take the time to remember what regular customers order. Starbucks made me feel known. Get creative and think about how you might make your customers feel known and welcome. When you do, you’ll create a warm and memorable customer experience.

Interested in having me deliver a customer service training or a customer service keynote at your company? We need to talk. Visit my website and take a look around. Then call my Assistant, Jamal, and we’ll see if I’m a good fit for you.


How I Build a Keynote Presentation
My Keynote at Lambeau Field in Green Bay on “Super Bowl Customer Experience”
Aubrey at Starbucks Impressed Me This Morning
What a Myra Golden Training is Like

Take a Peek Behind the Scenes of PaySimple’s Customer Service Department

I just love going inside Contact Centers and discovering how great companies manage processes to consistently deliver an outstanding customer experience. My customer service keynote presentations are made up entirely of benchmarks of real companies doing really fantastic things.

Today I want to share with you a look inside PaySimple’s Contact Center. In this short video, you will see how PaySimple ensures their customers have everything they need to succeed. PaySimple focuses on making their customer’s lives easier by delivering immediate and accurate answers. Watch this video and be inspired.

The Secret Strategy for Handling Difficult Customers

We’re about to reveal a hidden way for you to literally
convert “nightmare” customers into an almost endless source
of loyalty, goodwill and profits.

Simply put, you can use these insider secrets to instantly
turn angry customers into raving fans for you and your
company – without giving away the farm.

Amazing but true … and the best part is virtually nobody
knows about these techniques!

What we’re talking about is Myra Golden’s “Stop Screaming At Me” online video training.

Check it out here.