Tag: Myra Golden

3 Things I Learned About the Customer Experience During my Hike in the Albuquerque White Mesas

My family and I vacationed out west last week. We went to Albuquerque, spent 3 days there, then went on to Phoenix.

We took a tram up to the top of Mount Sandia, we toured Sedona, went off road in a Jeep to hike the White Mesas; we visited a museum, spent a full day at the Grand Canyon, and we had some fantastic food. My husband chose all of the restaurants, insisting only on local cuisine. He even made sure to select vegetarian-friendly spots for me.

Out of all of our experiences out west, my single favorite experience was the White Mesa Jeep Tour with New Mexico Jeep Tours. It was my ideal standout experience because of the company, New Mexico Jeep Tours, gave my family and me a phenomenal customer experience.

If you’ve been to one of my keynotes or training sessions, you’ve heard me talk about the 3 Elements of the Best Possible Customer Experience. The 3 Elements create what I call “The Way of Harmony.”

What It’s Like to Attend a Myra Golden Keynote –> DFW Airport Women’s Conference (WIN) 2016

I loved speaking at the 2016 DFW Airport Women’s Initiative Network (WIN) Conference. We had more than 600 beautiful, talented and driven women in attendance. I truly enjoyed working with the executives at DFW Airport to design this special keynote to focus on taking the customer experience to the next level.

Keynote

After my keynote, the ladies blessed me with hugs, invitations to be in selfies, conversations, smiles and promises to stay in touch. I felt so welcome, so apart of this network of strong professional women.

4 Pain Points of Coaching Employees and How to Handle Them

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We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change.

The Four Things Coaching Must Be

Immediate – You can’t put off coaching discussions.

Foreseeable – Your expectations must be clear, so no one is surprised. Ever.

Consistent – You can’t give corrective feedback sometimes, and then other times turn a blind eye.

Impersonal – You can’t talk to some employees about poor performance, but sit back and let some employees make the same mistakes. Doing this makes you seem unfair, and this spells big problems.

2 Reasons Your Employees Are Failing at the Customer Experience

 

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You know your customer service is not where it needs to be. You know your employees aren’t delivering the level of service your customers expect and deserve. And this is keeping you up at night.

There are 2 reasons why your people are failing at the customer experience.

They aren’t establishing rapport with customers. And this is a big one. And, they aren’t in harmony with what your customers need and expect. Let’s take a look at the reasons agents fail at the customer experience and explore what you can do about it. 

  1. They aren’t establishing rapport with customers

This morning I was monitoring calls for a contact center client; something I often do. Here’s how the Agent opened the call.