Myra Golden Media

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.

Mini Workshop: The 3R De-escalation Method

Myra Golden Media

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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How to Run a Customer Journey Mapping Workshop


Demystifying the process of running a customer journey mapping workshop and providing a step by step process for success. The post How to Run a Customer Journey Mapping Workshop appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

The Things You Never Expect In a Digital Workshop

Myra Golden Media

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.

How to Use Data to Build Strong Customer Communities

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.

Lessons From Temkin Group’s Humanity Workshops

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. 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.

CCW Workshop | 4 Keys to Great Call Center Guides

ScreenSteps Call Center

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.

Top 10 Findings from ConvergeOne’s Data Center Resiliency Workshops


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.

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 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.

Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith

Uplifting Service

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.

So you attended the Customer Experience workshop, what now??? by Paul Clavering


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.

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

CX Workshop in Boston on August 16 & 17

Experience Matters

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

Novare with Teleopti: The Next Generation Workforce Management Workshop


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

TCN Sponsoring Women’s Workshop at 2021 Association of Credit and Collections Professionals (ACA) International Fall Forum


The post TCN Sponsoring Women’s Workshop at 2021 Association of Credit and Collections Professionals (ACA) International Fall Forum appeared first on TCN. WHATThe Association of Credit and Collections Professionals (ACA) International 2021 Fall Forum is a Chicago-based.


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! 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.

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. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys.

Amazing Business Radio: Diana Oreck


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.

Top 8 Customer Success Workshops and Training Programs


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

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. 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.

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 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?



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?

People Always Complain About That


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.

A Dozen Crazy Customer Touchpoints Translated

Experience Investigators by 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? Learn more about Customer Journey Mapping Workshops.

How to Create Your Punch List for Quick CX Wins

Experience Investigators by 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 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.

Another Way to Say ‘No’ to a Customer

Myra Golden Media

” 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.”

7 LinkedIn Learning Classes That Will Inspire You

Myra Golden Media

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.

Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree

Contact Center Pipeline

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.

What do you do when a customer threatens self-harm?

Myra Golden Media

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams.

Making Great Customer Experiences


A workshop with speaker and author Dan Gingiss. We hosted a CX workshop to get his insights from over 20 years working with customers in corporate America - and to reflect on what matters right now, in creating a standout experience for people interacting with your business.

Customer Service Week Day 2!

Myra Golden Media

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.

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.

How do I assist a customer I suspect is dealing with mental illness?

Myra Golden Media

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?”

Should I tell the customer to have a good day after I’ve just given them bad news?

Myra Golden Media

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!

How to Avoid Roadblocks to Great Customer Service


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.

How to Enforce a Mask Mandate In Your Theater, Museum, Library or Store

Myra Golden Media

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.

Top 4 Questions About De-escalation Academy Answered

Myra Golden Media

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!).

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? 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.

Empathy is a Powerful De-escalation Tool

Myra Golden Media

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?