I had such a fun Monday! I taught Aikido! Well, I taught verbal Aikido. On Monday, I had the privilege of being the opening keynote speaker at the Insurance Consumer Affairs Exchange Conference (ICAE) in […]
Customized Engaging Online Customer Service Training
Category: Customer Service Training
Be Welcoming to Your Customers So They Don’t Have to Talk About You On Yelp
My family and I are enjoying a spring break get-away in Memphis. We came to visit the National Civil Rights Museum, the Slave Tavern and Beale Street. Yesterday my kids were in the mood for […]
The Secret to Handling Difficult Customers
I’m 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 […]
5 Ideas to Improve The Way You to Talk to Customers
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 […]
Here are 4 of the Video Clips I Show in My Empathy Workshops
I’m really excited about delivering my full day Empathy workshop to a fantastic client in Montreal on Monday. I have been preparing for this event for months, and I cannot wait to share my insights and enthusiasm […]
I took my client on a field trip to the Apple store today – Customer Experience Design Strategy
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 […]
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 […]
[Video] 15-Minute Skill-Sharpener — How to Handle Irate Customers
Imagine your next phone call is from an angry, irate customer and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, watch this excerpt from […]
Rachael Ray Tries to Stump a Zappos Rep
Word on the street is there is no stumping a Zappos Customer Service Representative. Rachael Ray decided to test that out. Rachael Ray is the infamous long-winded caller nobody likes to get. Watch how the […]
Never Be Boring: 5 Ways to Never Be Boring as a Keynote Speaker
Never Be Boring, a photo by Myra Golden on Flickr My clients pay me to deliver a message and they expect me to deliver that message in an engaging, energetic and entertaining way. I put […]
