How to Choose Outstanding Service Workshop Leaders

Up Your Service

Certified Workshop Leaders are your internal team members who encourage, support, and inspire others, taking your organization’s service performance to higher levels while bringing your service vision to life. Workshop Leader Selection Guidelines. Workshop Leader Selection Guidelines.

Lessons From Temkin Group’s Humanity Workshops

Customer Experience Matters

” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. The workshop has a simple agenda, examining how attendees can improve humanity: As Individuals As CX professionals As a collective CX community For those of you who have not been able to Read More.

I Showed Up At My Workshop with Nothing But a 12-Foot Pole. And Here’s What Happened.

Myra Golden Media

Last week I facilitated a team building workshop for one of my favorite clients. I showed up with no workbooks, and after 19 years of delivering workshops, training sans workbooks is a first for me. We spent the rest of the workshop discussing the exercise.

How to Choose Outstanding Service Workshop Leaders

Up Your Service

Certified Workshop Leaders are your internal team members who encourage, support, and inspire others, taking your organization’s service performance to higher levels while bringing your service vision to life. Workshop Leader Selection Guidelines. Workshop Leader Selection Guidelines.

Reach New Speeds to Insight with a Speech Analytics Strategic Blueprint Workshop

Contact Center Pipeline

“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t. Speech analytics has the potential to transform an organization and its customer relationships, but organizations seldom harness its power because their journey to speech begins […]. Speech analytics call center call center technology contact center speech analytics

Novare with Teleopti: The Next Generation Workforce Management Workshop

teleopti

Last April 10, 2012, Novare Technologies organized and facilitated a workshop with partner, Teleopti, entitled Teleopti: The Next Generation Workforce Management Workshop, held at the Makati Shangri-La Hotel

Get Ready for Your Customer Journey Mapping Workshop!

CX Journey

Before you can bring the stakeholders into a room to begin your workshop, there are a few things you’ll need to do. Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015.

CX Workshop in Boston on August 16 & 17

Customer Experience Matters

Attend intensive hands-on workshop “Driving Customer Experience Transformation” to gain leading-edge skills and tools. Customer experience Events

How to Get Fast and Effective Results from Your Next Workshop

Up Your Service

Clients want to know, “How quickly can we see results after our employees have completed a workshop?” So the best way to secure positive results from any workshop is for employees to answer all three questions with a resounding YES!

Amazing Business Radio: Diana Oreck

ShepHyken

First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?”

A Dozen Crazy Customer Touchpoints Translated

360Connext

If you’d like to put this power in your team’s hands and turn your whole organization into a customer-focused powerhouse, why not have a workshop to help them understand the mindset, approach, techniques, and many unconventional ways to get more ROI from a living customer journey map?

Join Me for A PSIM Workshop at PSA-TEC or ISC West

Customer Interactions

Coincidently, the report came out just a few weeks after my first PSIM workshop. This year I''ve been invited to conduct a PSIM workshop at PSA-TEC, on May 6th at 9 am. Click on the video below to get a sneak-peek at what these workshops are all about.

Four Things I’ve Learned from the PSIM Workshops

Customer Interactions

It has now been about half a year since I moderated my first PSIM workshop. When we first came up with the concept of the workshops, we knew we didn’t want to do the typical roadshow with sales presentations and product demos. Coincidently, the report came out just a few weeks after my first PSIM workshop. One of the great things about the workshop format is it is entirely customizable and flexible. The workshop is 5% presentation and 95% discussion.

Join Ron Kaufman for “The Secrets of Superior Service” in Mauritius

Up Your Service

Join Ron Kaufman for a full-day “The Secrets of Superior Service” workshop in Mauritius on 30 October 2018. Service Culture build a stronger service culture improve service performance Mauritius public workshops The Secrets of Superior Service

How to Create Your Punch List for Quick CX Wins

360Connext

This can be done through executive coaching, workshops, or as part of a more intensive Customer Experience Investigation™ program. Blog Customer Experience Featured coaching evaluation improvement linkedin strategy workshops

HOW TO GET SERIOUS ABOUT CUSTOMER EXPERIENCE: SEPARATING SIGNAL FROM NOISE

BetterXperience

We have been perfecting a CX framework we want to share with you at our 2-day live workshop. I would like to invite you and your team to join us at the workshop. Customer Experience Customer Service workshop“Water is wet! Customer Experience is good!”.

People Always Complain About That

ShepHyken

We do an exercise in our customer service workshops. App Customer Care Customer Service Strategies approach to systems and processes customer complaints customer service workshopsThe other day I was at my hotel waiting for my client to pick me up for a meeting.

See You at Customer Contact Week in Las Vegas

Callminer

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Master-class Level Workshop.

Try These 2 Things To Foster Rapport Over the Phone with Customers

Myra Golden Media

For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me.

How Long Will It Take You to Talk to Us About Soft Skills Training?

Myra Golden Media

Have you ever checked out my onsite training workshops? Here’s what a recent client had to say about my training: Myra delivered two full-day workshops for us, and we could not be more pleased. Yesterday I delivered a full-day of soft skills training to a new client in Denver.

What’s Your Customer’s Panic Question?

Myra Golden Media

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” I have my workshop participants go through this exercise for at least ten issues.

This Will Be the Year of (Really) Building Rapport with Customers

Myra Golden Media

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me.

How to Get Angry, Irate or Unreasonable Customers to Back Down (3 Steps)

Myra Golden Media

I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting angry customers to back down! The “3-Step De-escalation Method” online workshop is just $199.

Could Your Organization Survive a Data Center Failure?

ConvergeOne

Recently, I have been talking to many customers about data center resiliency as part of ConvergeOne’s Data Center Foundation Workshops.

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See You At Customer Contact Week For Discussions, Demos, and Copper Mules

Callminer

Tuesday, June 19th Master Class Workshop. Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m.

See You At Contact Center Week For Discussions, Demos, and Copper Mules

Callminer

Tuesday, June 19th Master Class Workshop. Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m.

Introduction to 10 UP Service Excellence Principles

Up Your Service

Your Service provides your team with the service excellence principles and workshops you need to continuously improve internal and external service performance. Workshop participants apply proven techniques to: • solve service problems.

The 2 Most Important Things Small Businesses Need to Focus On with the Customer Experience

Myra Golden Media

The most common way organizations employ me is to facilitate customized workshops that give a proven skillset and transform behavior so that employees are fully prepared and inspired to express the soul of the brand. And then bring one of our fun, engaging workshops to your company.

4 Secrets About Human Tone In Chat That Nobody Will Tell You

Myra Golden Media

” I wrote this article because a workshop attendee wanted to know how to make her chat support more personal. Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers.

Start. Stop. Continue — three Powerful Words for Goal-Setting, Process Improvement, and Self-Improvement.

Myra Golden Media

I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective.

The 3-Prong Method To Get Customers Who Think They Need a Manager To Calm Down and Let You Help Them

Myra Golden Media

You can take the three easy steps I teach in my workshops to keep some customers from escalating. Let’s say have a customer who right out of the gate demands to talk to a supervisor. Recognize/Acknowledge.

The Reason Your Employees Can’t De-escalate

Myra Golden Media

In my De-escalation workshops, I show a clip from Jack Nicholson’s Five Easy Pieces. The inflexible ‘no’ started the cycle of escalation, which I talk about in my workshops and eLearning.

These 7 Questions Will Help You Hone In On and Solve Your Biggest Problems In Customer Interactions

Myra Golden Media

In two months, I’ll fly out to Montreal to facilitate the workshop. Asking my clients what their single most significant challenge is, forces them to hone in on what keeps them up at night, and it tells me exactly where to focus in my workshop.

Behind the Scenes with Our Customer Service eLearning

Myra Golden Media

Online workshops are usually 10-14 short video modules. This week has been dedicated to customized customer service eLearning for some of my favorite clients. Well, all of my clients are my “favorite.”

How to engage your leadership team for a successful service culture transformation?

Up Your Service

Senior leaders have participated in Service Excellence Workshop and have learned to apply selected UP principles. Quarterly workshops, webinars or conference calls with UP! Senior leaders are involved in the nomination, interview, and selection of Workshop Leaders. At UP!

9 Books I Think All College Seniors Should Read

Myra Golden Media

A bright young Generation Z professional approached me after a customer service workshop last week in Atlanta and asked me for advice. Here’s one of the smart questions she asked me, “What books would you recommend that my younger self, say my senior year in college, should read?

Four Ways to Get Utility Customers to Cut to the Point On Customer Service Calls (These Tips Help Control Calls In Any Industry)

Myra Golden Media

All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. I’m working with a utility company in the northeast.

You Didn’t Know a 12-foot Pole Could Teach You This

Myra Golden Media

The most common way organizations employ me is to facilitate customized workshops that give a proven skillset and transform behavior so that employees are fully prepared and inspired to express the soul of the brand. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer. And then bring one of our fun, engaging workshops to your company.

When Employees Make Assumptions, It Hurts Your Business. Here’s How to Fix That.

Myra Golden Media

In my customer service workshops, I teach your employees how not to make assumptions, and I explain this concept in an unforgettable way. Recently, I went to buy a replacement charging cable for my laptop. I found a salesperson and told him what I needed.

Newly Added Event, April 24th: Martha Brooke Speaks at the CX Analytics Summit in Los Angeles

Interaction Metrics

Hosted by Interaction Metrics' partner CallMiner, Martha will lead the workshop "Practical Ways to Improve Your Customer Listening". On April 24th, catch Customer Experience Speaker, Martha Brooke at the CX Analytics Summit held at the Porsche Experience Center in L.A.