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.

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

ijgolding

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.

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

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

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.

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

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.

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!”.

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.

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.

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.

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.

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.

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.

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.”

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.

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?

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!

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.

The Only Vocal Tone Your Employees Should Be Using With Customers

Myra Golden Media

While sipping a Bloody Mary, I reviewed a random sample of phone calls ahead of a workshop I’m delivering for a medical clinic in Los Angeles in a couple of weeks. I’m going to use interactive learning scenarios in my customer service workshop later this month to focus on talking amiably is almost all situations.

What You Can Learn About Chat From Amazon’s Chat Agents

Myra Golden Media

After my workshop in Ohio, I chatted with Amazon about a problem with my Kindle Oasis. Last week I worked with a fantastic new client in Cleveland on the chat customer experience. I immediately made screenshots of my chat and sent the images to my Cleveland client.

An Uplifting Story: The “Luggage Boy” and his Zipper Dance

Up Your Service

Workshop Leaders were certified to deliver service education programs to everyone. Kudos to Xian and all the Workshop Leaders who have inspired everyone to upgrade and improve.

Three Simple (But Important) Things To Remember About Giving Bad News To Customers

Myra Golden Media

For more than 20 years, through my workshops, I’ve worked with customer service professionals just like you who struggle with how to say things to customers that they don’t want to hear.

Our Top Takeaways From This Year’s B2B Marketing Exchange

Influitive

The event featured some great keynotes and workshops spanning topics including, how B2B brands can harness the power of fandoms, how to connect. Last week, Scottsdale, Arizona was abuzz with more than 1300 B2B marketers eager to get inspired by some of the industry’s best and brightest. This year’s B2B Marketing Exchange did not disappoint! The post Our Top Takeaways From This Year’s B2B Marketing Exchange appeared first on Influitive.

B2B 59

Behind The Scenes Look at My Filming at LinkedIn Learning

Myra Golden Media

If only I could facilitate workshops in leggings and ballet flats! For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers.

Do These 2 Things To Make Chat Interactions Pleasant and Easy

Myra Golden Media

This response was so perfect that I share it in many of my chat handling workshops. When I need to reach out to a company, chat is almost always my preferred contact method. It’s usually quick, and I can be doing other things, like replying to email or making a quick call, while I chat.