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Speaker: Myra Golden
Fee: $5,000 fee range

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Myra Golden

  • Former Global Head of Consumer Affairs for Thrifty Rent-A-Car
  • Speaker on Customer Service, Customer Loyalty, and Generational Management
  • Co-Author of: Beyond W.O.W.: Secrets of Customer Service Leadership
Traveling From
Oklahoma
Fee Range
$5,000 fee range

Categories:
African American · Business · Business (Under Women's Conferences) · Conflict Resolution · Customer Service ...more · Diversity · Generational Diversity · Keynote ...less

About Myra

Myra Golden is a highly sought-after speaker and one of America’s most recognized experts on customer service. She has become internationally renowned for her energizing delivery of hard-hitting advice that leads to dramatic and immediate changes in attitudes and behavior.An author, online columnist, video producer, and motivational speaker, Myra has been called “the powerhouse driving customer service improvement within many of the world’s best-known brands.”Myra has designed and produced customer service programs for such clients as Verizon Business, McDonald’s, Coca-Cola, National Car Rental, Michelin Tires, and Frito-Lay. In 2001 Myra gained national prominence when she began teaching a customer service transformation system that helps service professionals create warm experiences, surprise and delight customers, and completely restore customer confidence after anyservice failure. Over 90% of the organizations... » read more

Myra Golden is a highly sought-after speaker and one of America’s most recognized experts on customer service. She has become internationally renowned for her energizing delivery of hard-hitting advice that leads to dramatic and immediate changes in attitudes and behavior.An author, online columnist, video producer, and motivational speaker, Myra has been called “the powerhouse driving customer service improvement within many of the world’s best-known brands.”Myra has designed and produced customer service programs for such clients as Verizon Business, McDonald’s, Coca-Cola, National Car Rental, Michelin Tires, and Frito-Lay. In 2001 Myra gained national prominence when she began teaching a customer service transformation system that helps service professionals create warm experiences, surprise and delight customers, and completely restore customer confidence after anyservice failure. Over 90% of the organizations using Myra’s system realize measurable improvements in customer retention rates, customer satisfaction levels, and document drastic reductions in the amount of money it takes to resolve customer problems.Myra is the former global head of Consumer Affairs for Thrifty Rent-A-Car System, where she led a strategic team that regained the goodwill of unhappy customers and she worked with the company’s loyalty program to create value for the most frequent customers. It was this position that taught Myra the bottom-line value of restoring customer confidence after service mishaps.She has a Bachelor of Arts in Psychology and a Master of Human Relations. Myra’s psychology background has uniquely positioned her to develop critically acclaimed programs for dealing with difficult customers and understanding the psychology of recovery. 

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Speaker Programs

Keynote topic areas include:
Social Media is the New Customer Service
Beyond WOW!
Air-Tight Customer Loyalty
Customer Service Training:
The Customer Service Intervention
A full-day event to take your service from Ow to WOW!
Before You Hit Send! Why so many companies blow with consumer email and how you can do better!
Be Gumby! The Secret to an Air-Tight Customer Loyalty Strategy
Beyond WOW Customer Service Leadership (based on Myra's best-selling book)
The Golden Method for Complaint Resolution
How to Deal with Difficult Customers
Negotiating with Customers
Management and Supervisory Training:
Call Center Management
How to Motivate Call Center Agents
How to Manage Agent Performance
Call Center Quality Call Monitoring
My, My, It's Generation Y
How to Understand, Manage, Motivate and Retain Your Under-30 Workforce
Global Supervisory & Management Training
Communicating with Diplomacy & Tact
Managing the Generation Clash (Veterans, Boomers, Xers & Yers)
Eliminating Unacceptable Performance
How to Inspire Commitment & Cooperation
My, My, It's Generation Y
How to Understand, Manage, Motivate and Retain Your Under-30 Workforce

Articles

This Is the Only Way You’ll Get An Angry Customer to Calm Down by Myra Golden, Customer Service Speaker

If your customer is raising his voice, cutting you off, or is clearly upset, he is stuck in the right side of the brain. To help this customer calm down, you’re going to have to move him to the left side of the brain. No other approach you take will defuse anger if you don’t first move over to the left… ... read more

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