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<title>Myra Golden - EzineArticles Expert Author</title>
<link>http://EzineArticles.com/expert/Myra_Golden</link>
<pubDate>Wed, 15 Feb 2012 02:46:56 -0600</pubDate>
<image><title>Myra Golden - EzineArticles Expert Author</title>
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<copyright>Copyright 2012 EzineArticles.com - All Rights Reserved.</copyright>
<description><![CDATA[Myra Golden helps companies completely restore customer confidence in their brands after service failures. Considered one of the leading experts in customer recovery, she has helped hundreds of organizations rethink and redesign their complaint response processes so they are positioned to retain more customers, improve customer satisfaction, and increase profits. Myra has designed customer recovery programs for such companies as Verizon Business, McDonald's, Coca-Cola, National Car Rental, Michelin Tires an Frito Lay. She is co-author of Beyond WOW! The Service Leadership Approach to Exceptional Customer Service.]]></description>
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<title>The Corporate Apology: How to Apologize In 5 Easy Steps</title>
<link>http://EzineArticles.com/5238371</link>
<guid>http://EzineArticles.com/5238371</guid>
<pubDate>Thu, 21 Oct 2010 12:41:34 -0500</pubDate>
<description><![CDATA[You probably remember the story about dozens of JetBlue Airlines' passengers being stranded for more than 10 hours on the tarmac without taking off. That was February, 2007. Would you believe that JetBlue still managed to get the JD Power &amp; Associates Award for #1 Customer Satisfaction for the airline industry for that year?]]></description>
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<item>
<title>How to Completely Restore Customer Confidence After Things Go Wrong</title>
<link>http://EzineArticles.com/1314066</link>
<guid>http://EzineArticles.com/1314066</guid>
<pubDate>Thu, 10 Jul 2008 16:29:55 -0500</pubDate>
<description><![CDATA[Every day things go wrong in the service world and we are faced with the challenge of turning service failures into service recoveries. But what does it really take to restore customer confidence and regain goodwill? I began to explore that question more than 10 years ago and since that time I have studied service failure and service recovery from every possible angle and I have benchmarked best-in-service companies throughout the world.]]></description>
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<title>Are Your Reps Making Any of These Mistakes In Consumer Email Responses?</title>
<link>http://EzineArticles.com/750658</link>
<guid>http://EzineArticles.com/750658</guid>
<pubDate>Thu, 27 Sep 2007 10:43:55 -0500</pubDate>
<description><![CDATA[Take a look at 4 of the most common costly and time-consuming mistakes companies force their Customer Service Reps to make when handling email consumer response -- and solid solutions for each mistake.]]></description>
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<item>
<title>7 Ways to Nail the Customer Who Tries to Push You Into a Corner</title>
<link>http://EzineArticles.com/696938</link>
<guid>http://EzineArticles.com/696938</guid>
<pubDate>Thu, 23 Aug 2007 14:57:41 -0500</pubDate>
<description><![CDATA[Here are 7 little tips and tricks to help you get any angry customer to back down. A lot of the time, the demands customers make are just silly and they put the demands out there just to see what they can get.]]></description>
</item>
<item>
<title>Verbal Aikido: 7 Ways to Handle Difficult Customers</title>
<link>http://EzineArticles.com/417396</link>
<guid>http://EzineArticles.com/417396</guid>
<pubDate>Sun, 14 Jan 2007 05:29:45 -0600</pubDate>
<description><![CDATA[People using "verbal aikido" can respond to heated situations directly and assertively without being pulled into the drama of the battle and they can lay the foundation for win-win resolutions that maintain the customer's loyalty - even with angry customers. Here are 7 Aikido principles that will help you more effectively respond to anger. ]]></description>
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<item>
<title>Seven Questions About... Generation Y </title>
<link>http://EzineArticles.com/358181</link>
<guid>http://EzineArticles.com/358181</guid>
<pubDate>Fri, 17 Nov 2006 14:07:34 -0600</pubDate>
<description><![CDATA[Generation Y is in the workforce and making waves. Many supervisors and managers are already pulling their hair out trying to figure Yers out. To be effective (and to remain sane) every manager and supervisor must be able to wrap their mind around how Generation Y thinks, what they expect, and what they need. 
How can managers more effectively manage and motivate Yers? Right here Myra Golden offers hardhitting answers to the top 7 questions about managing Generation Y. 
]]></description>
</item>
<item>
<title>9 WOW Ways to WOW Customers</title>
<link>http://EzineArticles.com/318332</link>
<guid>http://EzineArticles.com/318332</guid>
<pubDate>Wed, 04 Oct 2006 16:14:12 -0500</pubDate>
<description><![CDATA[This week is National Customer Service Week. As we celebrate the people who pay our bills, I want to give a few low-cost and no-cost ideas to WOW Customers so that they come back again and again and tell everyone they know. ]]></description>
</item>
<item>
<title>Top 7 Ways Generation X Differs From Boomers</title>
<link>http://EzineArticles.com/246012</link>
<guid>http://EzineArticles.com/246012</guid>
<pubDate>Tue, 18 Jul 2006 16:42:57 -0500</pubDate>
<description><![CDATA[No, they're not from Mars, but Generation Xers are dramatically different from the Boomers. Here are the top 7 difference you're likely to see between Boomers and Xers in the workplace.]]></description>
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<item>
<title>7 Business Growth Wow Tactics for Increased Market Share</title>
<link>http://EzineArticles.com/237671</link>
<guid>http://EzineArticles.com/237671</guid>
<pubDate>Sun, 09 Jul 2006 21:37:12 -0500</pubDate>
<description><![CDATA[Here are Seven Business Growth W.O.W. tactics for increased market share that you can deploy now:]]></description>
</item>
<item>
<title>5 Things NOT to Do With Upset Customers</title>
<link>http://EzineArticles.com/239652</link>
<guid>http://EzineArticles.com/239652</guid>
<pubDate>Sun, 09 Jul 2006 19:51:58 -0500</pubDate>
<description><![CDATA[Learn exactly what not to do when dealing with upset customers.
]]></description>
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<item>
<title>The ABCs of Customer Recovery</title>
<link>http://EzineArticles.com/224099</link>
<guid>http://EzineArticles.com/224099</guid>
<pubDate>Tue, 20 Jun 2006 11:02:01 -0500</pubDate>
<description><![CDATA[This week I present 26 little ideas to help you respond to complaints and difficult customers with much more ease....the ABC's of Customer Recovery. ]]></description>
</item>
<item>
<title>The Twinkie Defense and 3 Other Strategies Lawyers Use - Tips for Coaching Employees</title>
<link>http://EzineArticles.com/221906</link>
<guid>http://EzineArticles.com/221906</guid>
<pubDate>Mon, 19 Jun 2006 09:58:54 -0500</pubDate>
<description><![CDATA[Using the skills, strategies, and smarts of lawyers, you'll be able to more effectively coach your employees to optimal performance.]]></description>
</item>
<item>
<title>9 Tips for Making Callers Feel Taken Care Of</title>
<link>http://EzineArticles.com/217500</link>
<guid>http://EzineArticles.com/217500</guid>
<pubDate>Tue, 13 Jun 2006 11:28:47 -0500</pubDate>
<description><![CDATA[IDEA: Hold a 5-minute training session with 
your staff and share these 9 tips for making sure callers 
feel taken care of. ]]></description>
</item>
<item>
<title>Top 7 Questions About Your Credit Score</title>
<link>http://EzineArticles.com/216651</link>
<guid>http://EzineArticles.com/216651</guid>
<pubDate>Mon, 12 Jun 2006 16:40:24 -0500</pubDate>
<description><![CDATA[Here are the top questions consumers have about credit scores.]]></description>
</item>
<item>
<title>Making Great First and Last Impressions Over the Telephone</title>
<link>http://EzineArticles.com/212935</link>
<guid>http://EzineArticles.com/212935</guid>
<pubDate>Thu, 08 Jun 2006 10:55:04 -0500</pubDate>
<description><![CDATA[Here are 5 ways to make the most of the first few seconds of your call and 3 ways to make the most of the last few seconds.]]></description>
</item>
<item>
<title>9 Steps for Coaching Call Center Agents</title>
<link>http://EzineArticles.com/209426</link>
<guid>http://EzineArticles.com/209426</guid>
<pubDate>Fri, 02 Jun 2006 16:06:38 -0500</pubDate>
<description><![CDATA[Here's a field-tested and proven model for coaching call center agent phone calls. It's highly effective for improving quality, yet profoundly simple to execute.]]></description>
</item>
<item>
<title>Upselling: Creating Superior Customer Value Through Up-Selling Valuable Add-Ons</title>
<link>http://EzineArticles.com/205910</link>
<guid>http://EzineArticles.com/205910</guid>
<pubDate>Wed, 31 May 2006 11:24:04 -0500</pubDate>
<description><![CDATA[Think of Upselling as "Up-Servicing". Surveys and research has found that offering products your customers might find useful is a proactive effort on your part that conclusively leads to increased satisfaction and loyalty. ]]></description>
</item>
<item>
<title>Top 7 Things You Need to Know Before Speaking to Your Next Difficult Customer</title>
<link>http://EzineArticles.com/195629</link>
<guid>http://EzineArticles.com/195629</guid>
<pubDate>Thu, 11 May 2006 14:20:49 -0500</pubDate>
<description><![CDATA[Here's what you MUST know before speaking to your next difficult customer.]]></description>
</item>
<item>
<title>Top 6 Ways to Get An Angry Customer To Back Down</title>
<link>http://EzineArticles.com/192606</link>
<guid>http://EzineArticles.com/192606</guid>
<pubDate>Tue, 09 May 2006 14:21:16 -0500</pubDate>
<description><![CDATA[Here are 6 sure-fire ways to get demanding, angry, and unreasonable customers to back down]]></description>
</item>
<item>
<title>The Moment of Truth</title>
<link>http://EzineArticles.com/192311</link>
<guid>http://EzineArticles.com/192311</guid>
<pubDate>Tue, 09 May 2006 13:25:41 -0500</pubDate>
<description><![CDATA[You only get one Moment of Truth with customers. Will it be a moment of misery or a moment of WOW?]]></description>
</item>
<item>
<title>Top 6 Things Not to Do With Angry Customers</title>
<link>http://EzineArticles.com/192312</link>
<guid>http://EzineArticles.com/192312</guid>
<pubDate>Tue, 09 May 2006 13:04:42 -0500</pubDate>
<description><![CDATA[Avoid these common pitfalls when dealing with tough customers.]]></description>
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