Category: WOW customer service

Myra Golden’s Slide Deck from the Progressive Business “WOW” Presentation

I sure enjoyed presenting today for my long-time client, Progressive Business! We took an inside look at Disney,, and Apple and we learned so much! As promised, here is my slide deck from today’s […]

Starbucks Surprised & Delighted Me…Again

Starbucks on my Patio, a photo by Myra Golden on Flickr. I went to Starbucks one afternoon last week. I ordered a Pumpkin Spice Latte and the Roasted Tomato and Mozzarella Panini. Yes, it’s an […]

How to Establish Rapport with Callers in 6 Seconds Flat


Female customer service representative using headset and laughing

I just got off the phone with a call center agent who is in fear of losing her job because her supervisor says her tone, attitude and approach with customers is unacceptable. she has exactly 90 days to improve — or she will be fired.

She said she found my blog when she googled how to improve your customer service skills. I wished I could be there sitting across from this young woman, who I imagine is in her early 20s, and coach her. But she’s in Los Angeles and I have a plane to catch this afternoon, heading to the east coast.

I did coach this young customer service representative, over the phone, on how to soften her approach by making sure she doesn’t over-talk customers, by using what I call a “lead-in” and by listening with the intent to understand.

We talked for nearly an hour and then I gave her a complimentary enrollment in my online learning suite. She touched me with her proactive spirit and now I am determined to help her.

After coaching this young lady, I thought it might be helpful to share with you 4 of the tips I shared with her today. Maybe these tips can help your own employees deliver a better customer experience over the telephone.

Managing the Customer Experience for Big Customer Events

Yesterday I took my daughter to a sporting goods store for her cheerleading fitting. I was dreading going because the store is always crazy crowded on fitting day and of all days, yesterday was the […]

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 […]

Aubrey at Starbucks Impressed Me This Morning

Starbucks on my Patio, a photo by Myra Golden on Flickr. I have two kids who keep me busy, and there is always something needing my attention with my business. So, I spend a lot […]

Chick Fil-A WOWs During Lunchtime In the Pouring Rain!

Chick Fil-A wowed my friend Allyson once again. Allyson texted me this:  “I’m at Chick Fil-A and amazed once again…it’s pouring rain and managers are outside in fluorescent raincoats, umbrellas, headsets and taking orders. Brilliant!” […]