Category: Training and Development

Here’s a Training Activity for Empathy In Customer Service



I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy, print off this exercise and facilitate a short discussion with your team.

My Keynote at the 2012 Contact Center Association Conference

For Zappos it’s all about delivering WOW. This presentation delivers powerful insights into the unique ways Zappos approaches screening and hiring, quality monitoring, social customer service, and making emotional connections with customers – all with […]

2012 Customer Service Webinar Schedule Just Announced

Immediately improve your customer experience and build brand value with Myra’s high-impact webinar series All webinars are recorded and you can purchase the digital recording of past webinars. Access to webinar recordings never expires and […]

Webinars are an Affordable Option for Working with Me

I help companies deliver a great Customer Experience. I help them do that through my consulting and professional speaking. I travel throughout North America to speak at conferences and conventions, like the Contact Center Association, […]

What a Myra Golden Training is Like

I am best known for my classroom customer service training – and it is amazing! If you poke your head into one of my training sessions, you know this training is different. Participant involvement is […]

What I’m Teaching My Business Students This Week

I am teaching Organizational Ethics and Social Responsibility at the University of Phoenix. This week I am giving my students six ethical scenarios to review, discuss and draw lessons from. I found the business ethics […]

Ways I Engage My Audiences

Don’t do for attendees what they can do for themselves. With the distractions of texting, social media, and email, it’s harder now than ever to keep adults engaged in corporate training sessions. But as a […]