Expert insights. Personalized for you.
One of the new things we’re offering in 2019 is a Data Center Resiliency Workshop, which is a two-hour workshop we conduct with customers. As we approach the end of 2019, it’s important to think back to the accomplishments and lessons learned this year. MORE
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If you’ve been checking out my Live Digital De-escalation workshops waiting for dates to open up on my calendar, and you want a customized workshop, this is your opportunity. In case you missed it, we just launched de-escalation academy. My Content Designers, Advisors, and I carefully designed De-escalation Academy to fully prepare your employees to confidently get customers to accept their word as final, preempt escalations, and control conversations assertively. MORE
“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 MORE
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. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer. Typically, I only deliver training on customer service, but my client had a special request. MORE
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 workshopsHave you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless. MORE
Much like my live digital workshops, I’ll ask my students to apply real situations they struggle with to the frameworks I guide them through. I’m facilitating an average of 4 digital workshops a week – my max!). MORE
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?” Amazing Business Radio Show Customer Experience Internal Customers customer service workshops customer-focused employees Ritz CarltonDiana Oreck on How to Be a Customer Service Rock Star. MORE
This is similar to an exercise that we do in our customer service workshops. Here is something interesting related to the “how often” question in our workshops. What responses you get from Diane’s question or our workshop exercise will vary. MORE
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 MORE
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! Step One: Step Two: Step Three: I recently conducted a service excellence workshop. The post How to Get Fast and Effective Results from Your Next Workshop appeared first on UP Your Service. MORE
Book Your Virtual Customer Service Workshop Now! Keep remote employees’ skills sharp with our customized, engaging, live virtual training. We start with a video conference to learn about your challenges and goals. MORE
Digital workshops are super fun and include engaging learning activities, scenarios based on issues you bring, guided small group discussions in virtual breakout rooms, polling questions, and PDF workbooks. Read course outlines or talk to me about a digital workshop for your company. MORE
Attend intensive hands-on workshop “Driving Customer Experience Transformation” to gain leading-edge skills and tools. Customer experience Events MORE
We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. MORE
Customer Success Customer Experience Customer Success Program Customer Success Workshops and Training ProgramsWhen businesses are on a constant rampage to find themselves an edge, it is no surprise that they are hinging on an effective customer training program. MORE
Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences. MORE
Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. But empathy? How does this soft skill fit in? MORE
A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” ” SMART question! MORE
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. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. MORE
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. I wanted a quick breakfast, so I went to the hotel’s coffee shop to pick up some oatmeal. They had instant oatmeal in a cup. The cashier added the hot water and $4.00 later I was on my way. MORE
Join the Service Leadership Workshop. Service Leadership Workshop. The post Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith appeared first on Uplifting Service. Hello, if you’re watching this video, you probably know me. MORE
A workshop I’m facilitating in Tulsa in a few weeks is now online. We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. MORE
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? Learn more about Customer Journey Mapping Workshops. MORE
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!”. Your feed is probably filled with articles about the customer experience. Many of them are great and you are probably nodding in agreement at most of it. But now what? MORE
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. But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word. MORE
A list of Top 8 Customer Success Workshops and Training Programs which is helpful in learning everything about Customer Success Management. #1 The courses and workshops provide participants the opportunity to earn an industry recognized certification. #2 MORE
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. If you won’t be attending PSA-TEC this year, I''ll be offering a similar workshop at ISC West on April 9th at 9 am. Click on the video below to get a sneak-peek at what these workshops are all about. The one thing that comes up time and time again is the need for more PSIM education. MORE
” 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. MORE
Normally a CX expert is drafted in and a workshop created for the key stakeholders. You may use a consultant to help facilitate the workshop and even help draft a plan, however it is more likely that you will know more about your industry and customers that he or she does. Roles and responsibilities needs to be defined and agreed at the initial stages, ideally in the workshop, so everyone is aware of their responsibilities. MORE
COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. MORE
” I’m sharing with you the very teaching from today’s workshop. In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.” MORE
People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. MORE
Have you ever checked out my onsite training workshops? Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away with something new, and all of us feel we could have sat and listened to her for days! ”. 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. MORE
Dave McKeown was about to speak on one of his first workshops when he was faced with the dilemma of not having enough money to pay the hotel bill. MORE
156 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 Certification Program is a proven means to establish this capability inside your organization. With decades of experience building a global network of 2000+ Workshop Leaders, we have developed highly effective UP! Workshop Leader Selection Guidelines. MORE
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. MORE
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 ServiceThis powerful event answers two enormously important questions: 1. How can you continuously IMPROVE SERVICE PERFORMANCE for those you serve inside and outside the company, creating a better experience and more value? MORE
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 Certification Program is a proven means to establish this capability inside your organization. With decades of experience building a global network of 2000+ Workshop Leaders, we have developed highly effective UP! Workshop Leader Selection Guidelines. MORE
If you missed the workshop we ran for CCW, we recorded a summary for you here. We know that re-watching a 90-minute webinar isn't always easy, so our team went through the highlights in less than 20 minutes. MORE
I revealed the number one training request I get directly from frontline employees, and I take you inside my digital classroom for a high-impact workshop. Yesterday I shared four tips for appreciating employees. MORE
Workshop Related Topics Myra Golden Media
APRIL 3, 2020
Book Your Virtual Customer Service Workshop Now! Keep remote employees’ skills sharp with our customized, engaging, live virtual training. We start with a video conference to learn about your challenges and goals.
Myra Golden Media
AUGUST 21, 2020
COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction.
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Myra Golden Media
JULY 16, 2020
Digital workshops are super fun and include engaging learning activities, scenarios based on issues you bring, guided small group discussions in virtual breakout rooms, polling questions, and PDF workbooks. Read course outlines or talk to me about a digital workshop for your company.
Experience Matters
SEPTEMBER 24, 2018
” 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.
Speaker: Carrie Melissa Jones Founder, Gather Community Consulting
Time and again, organizations assume that community member research is duplicative, cumbersome, risky, or incapable of yielding meaningful results. They simply move ahead with their communities and “iterate” as they go. The results of not performing community member research? Mediocre, copycat brand communities that fail to deliver on employee or customer expectations. On August 12th at 12 pm EDT, Carrie Melissa Jones will be sharing the importance of undertaking research whether you are preparing to launch your community or are planning a strategic pivot, and how it can impact cross-organizational value.
Up Your Service
APRIL 22, 2018
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 Certification Program is a proven means to establish this capability inside your organization. With decades of experience building a global network of 2000+ Workshop Leaders, we have developed highly effective UP! Workshop Leader Selection Guidelines.
ScreenSteps Call Center
AUGUST 31, 2020
If you missed the workshop we ran for CCW, we recorded a summary for you here. We know that re-watching a 90-minute webinar isn't always easy, so our team went through the highlights in less than 20 minutes.
ConvergeOne
DECEMBER 17, 2019
One of the new things we’re offering in 2019 is a Data Center Resiliency Workshop, which is a two-hour workshop we conduct with customers. As we approach the end of 2019, it’s important to think back to the accomplishments and lessons learned this year.
Myra Golden Media
APRIL 26, 2018
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. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer. Typically, I only deliver training on customer service, but my client had a special request.
Uplifting Service
FEBRUARY 5, 2020
Join the Service Leadership Workshop. Service Leadership Workshop. The post Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith appeared first on Uplifting Service. Hello, if you’re watching this video, you probably know me.
Up Your Service
APRIL 22, 2018
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 Certification Program is a proven means to establish this capability inside your organization. With decades of experience building a global network of 2000+ Workshop Leaders, we have developed highly effective UP! Workshop Leader Selection Guidelines.
Contact Center Pipeline
APRIL 11, 2018
“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
ijgolding
MARCH 14, 2017
Normally a CX expert is drafted in and a workshop created for the key stakeholders. You may use a consultant to help facilitate the workshop and even help draft a plan, however it is more likely that you will know more about your industry and customers that he or she does. Roles and responsibilities needs to be defined and agreed at the initial stages, ideally in the workshop, so everyone is aware of their responsibilities.
Experience Matters
JUNE 28, 2017
Attend intensive hands-on workshop “Driving Customer Experience Transformation” to gain leading-edge skills and tools. Customer experience Events
teleopti
OCTOBER 9, 2018
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
Up Your Service
NOVEMBER 5, 2015
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! Step One: Step Two: Step Three: I recently conducted a service excellence workshop. The post How to Get Fast and Effective Results from Your Next Workshop appeared first on UP Your Service.
CX Journey
NOVEMBER 17, 2015
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. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys.
ShepHyken
MARCH 21, 2017
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?” Amazing Business Radio Show Customer Experience Internal Customers customer service workshops customer-focused employees Ritz CarltonDiana Oreck on How to Be a Customer Service Rock Star.
Customer Interactions
MARCH 14, 2013
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. If you won’t be attending PSA-TEC this year, I''ll be offering a similar workshop at ISC West on April 9th at 9 am. Click on the video below to get a sneak-peek at what these workshops are all about. The one thing that comes up time and time again is the need for more PSIM education.
Up Your Service
SEPTEMBER 9, 2018
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 ServiceThis powerful event answers two enormously important questions: 1. How can you continuously IMPROVE SERVICE PERFORMANCE for those you serve inside and outside the company, creating a better experience and more value?
Experience Investigators by 360Connext
FEBRUARY 9, 2018
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? Learn more about Customer Journey Mapping Workshops.
BetterXperience
OCTOBER 30, 2016
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!”. Your feed is probably filled with articles about the customer experience. Many of them are great and you are probably nodding in agreement at most of it. But now what?
ShepHyken
SEPTEMBER 19, 2018
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. I wanted a quick breakfast, so I went to the hotel’s coffee shop to pick up some oatmeal. They had instant oatmeal in a cup. The cashier added the hot water and $4.00 later I was on my way.
Myra Golden Media
DECEMBER 8, 2020
” I’m sharing with you the very teaching from today’s workshop. In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.”
Experience Investigators by 360Connext
AUGUST 14, 2017
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 workshopsHave you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless.
Myra Golden Media
OCTOBER 5, 2021
I revealed the number one training request I get directly from frontline employees, and I take you inside my digital classroom for a high-impact workshop. Yesterday I shared four tips for appreciating employees.
Myra Golden Media
APRIL 13, 2020
We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online.
Myra Golden Media
OCTOBER 20, 2021
People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams.
SmartKarrot
DECEMBER 22, 2020
Customer Success Customer Experience Customer Success Program Customer Success Workshops and Training ProgramsWhen businesses are on a constant rampage to find themselves an edge, it is no surprise that they are hinging on an effective customer training program.
Contact Center Pipeline
JANUARY 29, 2020
Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences.
Myra Golden Media
SEPTEMBER 17, 2021
A workshop I’m facilitating in Tulsa in a few weeks is now online. We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual.
Customer Interactions
DECEMBER 14, 2012
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.
Myra Golden Media
MAY 7, 2021
A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” ” SMART question!
Myra Golden Media
DECEMBER 15, 2020
Much like my live digital workshops, I’ll ask my students to apply real situations they struggle with to the frameworks I guide them through. I’m facilitating an average of 4 digital workshops a week – my max!).
Myra Golden Media
MARCH 22, 2021
Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. But empathy? How does this soft skill fit in?
ShepHyken
AUGUST 5, 2020
This is similar to an exercise that we do in our customer service workshops. Here is something interesting related to the “how often” question in our workshops. What responses you get from Diane’s question or our workshop exercise will vary.
Myra Golden Media
JUNE 13, 2017
Have you ever checked out my onsite training workshops? Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away with something new, and all of us feel we could have sat and listened to her for days! ”. 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.
Myra Golden Media
DECEMBER 8, 2020
If you’ve been checking out my Live Digital De-escalation workshops waiting for dates to open up on my calendar, and you want a customized workshop, this is your opportunity. In case you missed it, we just launched de-escalation academy. My Content Designers, Advisors, and I carefully designed De-escalation Academy to fully prepare your employees to confidently get customers to accept their word as final, preempt escalations, and control conversations assertively.
CX Global Media
NOVEMBER 11, 2020
Dave McKeown was about to speak on one of his first workshops when he was faced with the dilemma of not having enough money to pay the hotel bill.
Myra Golden Media
AUGUST 27, 2018
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. But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word.
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