The Secret to Handling Difficult Customers

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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 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 I’m talking about is my “Stop Screaming At Me” online video training.

Check it out here.

Myra Golden’s Keynote for AIRS in Oklahoma City – October 10, 2013

Tomorrow morning I have the wonderful privilege of being this year’s AIRS Conference Keynote Speaker! My one goal with this keynote is to help AIRS organizations deliver an even better client experience through Connection, Empathy, Listening and Making People Feel Good!

My first job out of college was for Family & Children’s Services in Tulsa and in that social services position, I actually used every one of the dimensions I share in this keynote. Especially in social services, it’s important to connect with clients, feel real empathy, listen with the intent to understand and to make people feel good. For the benefit of my wonderful audience in Oklahoma City, I am providing a copy of my slide deck right here. Enjoy. Learn. Share.

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Myra Golden Keynote Oct 10 13

And here is the Empathy video I will share during my keynote.

I share this video a lot in my keynotes because it really gets people to FEEL empathy.

Related posts:

Myra Golden’s Customer Service Training Courses

How I Build a Keynote Presentation

What a Myra Golden Training is Like

Ways I Engage My Audiences

Never Be Boring: 5 Ways to Never Be Boring as a Keynote Speaker

Myra Golden: 25 Things You Don’t Know About Me

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  1. I love crime novels.

  2. If I weren’t a customer experience trainer/blogger, I’d be a photographer.

  3. I ran the Disney half-marathon (13.1 miles).

  4. I’m a bird watcher.

  5. I ‘ve known I’d own my own business since 8th grade, after joining Junior Achievement.

  6. I love Australian wine, specifically Shiraz.

  7. Every single day I get on my face and worship God. Every day.

  8. I have a Bachelor’s degree in Psychology from the University of Oklahoma.

  9. I love bookstores and libraries.

  10. Black and white portrait photography is my passion.

  11. I have delivered keynote addresses to some of the world’s most renowned brands, including Coca-Cola, McDonald’s and Procter & Gamble.

  12. I am very much an introvert. My energy expands during reflection and dwindles during interaction.

  13. I love Nutter Butters.

  14. My patio is my favorite space at my house. I pray, journal, meditate, grill and work from my patio.

  15. I almost never watch television. Other than major news events, Shonda Rhimes everything and the NBA, I don’t turn my TV on.

  16. I want to run a marathon in Antarctica.

  17. My people are from Sierra Leone.

  18. My first client was Bama Pie in 2001. I did a full-day workshop on creative problem solving.

  19. I don’t eat meat or dairy.

  20. I meditate and journal nearly every day.

  21. I almost always have scented candle glowing on my desk.

  22. I have a Masters degree in Human Relations.

  23. I frequently go out and about in my Rasta beanie or Bantu Knots. My keynote clients would never recognize me offstage!

  24. I don’t use chemicals or heat on my hair.

  25. I get depressed when the NBA season ends.

Myra’s Customer Experience Keynote Slide Deck from Consumers’ Choice Awards in Dallas

Screen Shot 2013-06-04 at 6.39.04 PMI’m sitting in my hotel room doing a run-through of my keynote for the Consumer’s Choice Awards Breakfast that is being held in Dallas, TX. I’m really excited about this keynote because I will be speaking to the best companies that have been recognized for delivering the very best customer experiences. I’m usually brought into an organization to fix a problem, but for this event, I am present to inspire the best to keep moving steadily in the direction they’re already going. I am honored to be a part of this celebration,

As with every conference event, I am sharing my keynote slide deck right here for my audience and for you, my blog readers. Enjoy. Learn. Share. Myra Golden CCA Slide Deck

Top benefits of Myra’s keynotes:  

  • Enhanced corporate reputation in eyes of consumers as you become an organization obsessed with not letting a customer walk away (or hang up) unhappy.
  • Bring a sense of urgency and excitement to improving your complaint response strategy.
  • Leading-edge ideas for using social media to find and respond to gripes about your brand.
  • Proven systems for building a customer recovery strategy that regains customer goodwill and keeps customers from defecting to the competition.

Perfect for these audiences:  

  • Annual conferences and conventions, in-house training sessions and panels (as a moderator or panelist).
  • Leaders, including supervisors, managers, directors, heads of consumer affairs and marketing directors who want to retain more customers, rethink complaint handling processes, shape a customer service culture, leverage social media for customer service, and maximize customer service for PR.
  • Contact Center staff, including agents, supervisors and managers who want to improve their ability to deal with difficult customers, use social media for customer service, and improve the overall customer experience.

Learn more at www.MyraGolden.com 

My Slide Deck From Today’s Presentations at Muskogee Success Expo

Today I am returning to the annual Muskogee Success Expo for 2 exciting presentations.  This year’s expo is dedicated solely to helping small businesses in the Muskogee area deliver the best possible customer experience.  My first presentation is, “The Telephone Experience.” In this presentation, I will give business owners powerful strategies they can take back to their businesses to dramatically improve the level of service they deliver over the phone. My afternoon session is, “The Reality of Customer Service.” I was asked to challenge business owners to think about what levels of service they find acceptable and then to inspire them to raise the bar and keep pushing to raise the bar even higher. My handouts for both events are below.  Enjoy. Learn. Share.

My keynote in Muskogee was in an old movie theatre. The theatre had a cool, retro vibe.

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Session 1: The Telephone Experience

Session 2: The Reality of Customer Service

Top benefits of Myra’s keynotes:  

▪   Enhanced corporate reputation in eyes of consumers as you become an organization obsessed with not letting a customer walk away (or hang up) unhappy.

▪   Bring a sense of urgency and excitement to improving your complaint response strategy.

▪   Leading-edge ideas for using social media to find and respond to gripes about your brand.

▪   Proven systems for building a customer recovery strategy that regains customer goodwill and keeps customers from defecting to the competition.

Perfect for these audiences:  

▪   Annual conferences and conventions, in-house training sessions and panels (as a moderator or panelist).

▪   Leaders, including supervisors, managers, directors, heads of consumer affairs and marketing directors who want to retain more customers, rethink complaint handling processes, shape a customer service culture, leverage social media for customer service, and maximize customer service for PR.

▪   Contact Center staff, including agents, supervisors and managers who want to improve their ability to deal with difficult customers, use social media for customer service, and improve the overall customer experience.

Learn more at www.MyraGolden.com 

(This post has nothing to do with customer service) I love the fall

Customer service isn’t on my mind this beautiful Saturday afternoon. Fall is on my mind.  My husband and son are at the OU/Baylor game today. Just before they left, I took pictures of my son in his OU jersey in the front lawn.  The turning leaves on the tree behind him made my eyes pop and my jaw drop.  The foliage was simply stunning.

I love the fall. At the first sign of fall, I hang my harvest wreath on my front door and adorn my home with harvest décor. As I write this, I am sipping a Grande Pumpkin Spice Latte from Starbucks (My daughter and I just left Starbucks) and a Silver Birch scented candle is blessing me. I love the colors, scents and tastes of fall.

Summers are oppressively hot in Tulsa. So many of my summer runs are tethered to the treadmill in my office. But in the fall, I cannot waste a single step between walls and on a treadmill. I must get out in the open air. I love the crunch and rustle of leaves. I am smitten with the fall foliage and I let the wind play with my hair. Tomorrow morning I will go for a run in the crisp fall air. I’ll try to get my daughter to run with me. She’ll  say no, but that won’t stop me.

I love the fall.

“Even if something is left undone, everyone must take time to sit still and watch the leaves turn.”

–Elizabeth Lawrence