Tag: Customer Experience

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 […]

This note from my client just made my morning!

This note from my client just made my morning! It made my morning because I was really speaking to a group of “friends” during this keynote. My client is SOCAP DFW and this was the […]

The Beyond WOW Customer Experience

The explosive ideas in this book will help you go beyond the WOW experience to build, repair, and grow customer relationships.  by Myra Golden and Dr. Jeffrey Magee “From the first page I was taken […]

Myra Golden’s Slide Deck and Videos from her Customer Experience Keynote in Atlanta

Last week I delivered my “Customer Journey” keynote to ORTEC in Atlanta. My keynote was extremely well received and after speaking, I enjoyed a sushi lunch with the company’s founder, CEO and VP of Product […]

Got a tough customer experience problem? Write a “Dear Abby” Letter.

When I’m brought into a company to solve a tough ongoing problem, one of my problem solving techniques is to ask my client to write a “Dear Abby” letter. The technique works wonders. I ask […]

The 5 Steps I Use to Dramatically Improve My Clients’ Customer Experience

When it comes to Customer Experience improvement for a client, I am meticulous and relentless. I nitpick every single detail and turn over every stone looking for ways to improve every point of contact and […]

How Apple Got the Customer Experience Right

iPhone 5, a photo by Myra Golden on Flickr. I bought my daughter the iPhone 5, but I’m still rocking my iPhone 4s. Her iPhone 5 is faster, taller and far lighter than my iPhone […]

How to Prepare Your Employees for the Black Friday Customer Experience

Woman making card payment at the counter in a clothing store

Black Friday is the day after Thanksgiving, and it marks the beginning of the Christmas shopping season. Named Black Friday because it is a day retailers make profits and go into the black, Black Friday holds a different meaning for many retail employees. For employees, it’s a black Friday all right: It’s a stressful, busy day of dealing with hoards of customers who can be demanding and unreasonable.

Ridiculously low prices, brilliant marketing, and holiday buzz get consumers in the door. Once in the stores, however, customers must fight their way through crowds, risk getting trampled, and race to the items on their shopping lists. Many customers are disappointed to find that they are too late to grab their desired items because the swifter customers already beat them to the iPad2 or the 72” flat screen TV.

Meanwhile, frontline employees work to keep the shelves neat, field complaints about roughhousing and out-of-stock items, struggle to get price checks, answer questions, and ring customers up. It’s a guaranteed stressful day. While there’s no balm to remove the stress of Black Friday, I do have 4 tips to help make Black Friday a little less stressful for the frontline employees that help make Black Friday a profitable shopping day.

  1. Properly Train Employees to Manage the Event – Black Friday is a significant event, not unlike an NFL game or a hip-hop concert. There will be crowds, excitement, chaos, and risks. Employees must be trained on what to do in overcrowding situations, crowd pushing, violence and fire. A detailed staffing plan is a must so that all employees have specific locations fully staffed during the Black Friday event. Additionally, a clear safety plan must be created and rehearsed before the event so that the store is completely prepared for any emergency situations.