Video Training Design
For a number of companies, we have designed on-demand video training to supplement classroom training, or, in some cases, to replace live training.
“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.”
Betty Doyle, Sr. Learning Designer, Customer Care, Walmart eCommerce
“The thing that struck me about Myra Golden’s eLearning modules was how engaging they were. You are asked to actively participate in each module, and there are action items you take away. Our participants comment about how the time flies when they are taking them – another indication of their engagement!”
Kristin Augusta | Sr. Operations Manager, Shared Services Training & Development
“Your videos and training materials have helped me tremendously. My team members find the material easy to follow and are engaged in every step.”
Dr. Mayling Molina, Doral Center for Orthodontics
Customer Service Training
For National Car Rental and Alamo Car Rental (Now Enterprise Holdings) we designed a program to improve the customer service index for the company’s most challenged locations. The program included the design of a system for problem handling, instilling a sense of urgency in serving customers, specific tools to help managers coach service employees to optimal performance, and easy-to-implement strategies for surprising and delighting customers.
“Myra provided Customer Service coaching to one of my “troubled” business locations. A year later, my employees still reference Myra and the customer service concepts she instilled into that workgroup. My positive customer service measurables increased…all sparked by Myra’s personable approach to enlightening others. Thanks, Myra!!! “
Charles Pugh, SPHR
Regional Manager – Human Resources at Enterprise Holdings Inc.
Customer Recovery Systems
For a diverse group of companies and Society of Consumer Affairs Professionals (SOCAP) chapters throughout the United States, we challenged managers, directors, and vice presidents of consumer affairs in Fortune 500 companies to rethink and redesign problem handling processes. Our experience and results led to frontline employees being able to WOW customers through empathy, immediateness of response, our proprietary Golden Method for Complaint Resolution and satisfactory solutions.
“Just a short note to let you know how much I enjoyed you at our Ohio SOCAP Chapter meeting. You brought the problem resolving issues down to a realistic level. Making our goals more obtainable and equipping us to respond to complaints with more effectiveness. We are anxious to apply these ideas in our department.“
Customer Service Manager
FujiColor Processing, Inc.
For Scotts Miracle-Gro we designed a customer service training program in topics ranging from complaint handling to call control to handling difficult customers, incorporating custom designed video, eLearning, and facilitator-led sessions.
“Myra’s vast hands-on experience in a wide variety of service organizations differentiates herself from many other consultants we have worked with in the past. Our organization has utilized Myra’s online webinars with outstanding results as well. Very high value for your consulting dollar.”
Director, Customer Service, Audit, Admin at The Scotts Miracle-Gro Co.
Customized Training Delivery
For McDonald’s Corporation, we designed a customer service training event focusing on helping new-hires in the company’s corporate customer service division to create warm experiences over the telephone, randomly WOW customers, and completely restore customer confidence after service failures.
“I appreciated all the pre-work you did to learn about McDonald’s training and operational procedures. You did a great job of customizing your training to meet our specific needs. Also, it appeared as though the entire group was completely engaged and thoroughly enjoyed the training.”
Director, McDonald’s Customer Satisfaction Department
Social Media for Customer Service
For over 20 years, Myra has been helping companies improve the customer experience through her customer service training workshops. She has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees.
Myra has helped McDonald’s, Coca-Cola, Michelin, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. Huffington Post named Myra one of the top 10 customer service bloggers, and she is the co-author of Beyond WOW: Defining A New Level of Customer Service.