Myra Golden, Customer Service Speaker

Customer Service Consulting

When your team is fiercely focused on delighting and keeping customers, your company will retain more customers and increase profits

Myra Golden Media helps organizations retain more customers and improve corporate reputations in the eyes of consumers. Our clients include corporate giants such as McDonald’s, Frito-Lay, Michelin Tires and Coca-Cola, major nonprofits such as American Medical Association and National Association of Division Order Analysts, and specialized firms such as Ihloff Salon & Day Spa, Mullin Plumbing, and Discount Debt.

What We Do

Service and Quality
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 challenge managers, directors, and vice presidents of consumer affairs in Fortune 500 companies to rethink and redesign problem handling processes. Our experience and results lead 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."

Shelli Craft,
Customer Service Manager
FujiColor Processing, Inc.

Course Design
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."

Beth Dockins
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."

Beth Vickers
Director, McDonald's Customer Satisfaction Department

Social Media for Customer Service
We conduct research to determine all of the social networking communities our clients need to be listening to and participating in and we show them exactly how to execute a social media strategy. Our solutions position clients to surprise and delight consumers who post gripes about their brands online and more importantly, to protect their online corporate reputations.

"We found your event to be extremely informative and have been already trying out things you suggested and researching others."

Colleda Dolinski
Rainier Fruit Company

Ready to retain more customers and improve your customer experience?
Contact Myra now.