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.

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

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

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.

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?

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

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?”

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.

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.

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.

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.”

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?

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.

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.

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.

The One Word That Makes Customers Accept Your Word As Final

Myra Golden Media

I teach and role-play this strategy in my de-escalation workshops. If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Here’s Why Saying “Because” Works.

Give the gift of personal growth to your contact center agents

Customer Service Life

Creating a Workplace Culture of Self-Care Starts With You Workshop . In this interactive workshop, individuals will: Complete a self-discovery exercise. The workshop is done with the team in person at your office location.

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.

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.

Which Map Is That: Selecting the Right Customer Journey Map

Genroe

I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people has started pinning the term to different things, i.e. people call different types of map, customer journey maps. Of course this makes […]. Customer Journey Mapping

From Theory to Practice – Ten Steps for making customer journey mapping happen

Peter Lavers

Conduct a workshop to agree the framework, confirm the prioritised Journeys, and to agree the mapping method & graphical representation that will be used.

Empty

Myra Golden Media

I went and delivered that training and a few days after that work, my client sent me the following reaction via email: Myra delivered two full-day workshops for us, and we could not be more pleased. I’d given that keynote everything.

Most People Don’t Get That They Have Internal Customers

Myra Golden Media

I do an exercise in my workshops using a 12-foot pole. I don’t think that most people get that there are only two functions in a company. You’re either serving customers, or you’re serving someone who serves customers.

Try Standing Like Wonder Woman For 2 Minutes Before Talking To An Employee About a Problem – You’ll Feel More Confident and Powerful

Myra Golden Media

Since reading Amy Cuddy’s research in her book, Presence , I’ve been doing the Wonder Woman Pose minutes before every speech I give – each workshop, keynote, video shoot, and even webinars.

When You, As A Customer Service Representative, Take Things Personally, You Make Your Job Harder

Myra Golden Media

Here’s one of the activities I led in that workshop (in small groups): Discuss: (The person in your group who graduated from high school most recently will lead this discussion.). I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee.

TMP Direct to Attend 2016 SOCAP Symposium

TMP Direct

This years Symposium is a series of professional development workshops designed to immerse you in specialized content and provide you withcompetencies that you can immediately apply to your current work environment. TMP Direct will be attending the 2016 SOCAP Symposium in Nashville, TN from April 10-13, 2016.

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Killers of Corporate Life

Beyond Philosophy

One client in the UK who wanted to conduct a one day workshop with their senior team. It took them five months to make a decision about which company should run the workshop and by the time they decided the organization had run out of money in the annual budget and so it didn’t take place!

Introducing The SLICE-B Experience Review Guide

Customer Experience Matters

We’ve used it in our research and consulting, taught it within some of our workshops, and now we’ve made it even easier for people to use on their own. Do you want to examine experiences through the eyes of your customers?

Always Link the Communication Chain

Myra Golden Media

Let’s say that instead of reading this email, you’re a participant in one of my workshops. Psychologists talk about what they call the Communication Chain. The Communication Chain says that when a person puts out a verbal message, they expect a response to that message.

That Time My Client Cropped My Afro In My Headshot, And Why This Is Not Okay.

Myra Golden Media

Minutes before a workshop, I was seated stage-right as my client gave me an impressive introduction to the audience. I haven’t stepped into a Starbucks since two African American men in Philadelphia were arrested for merely being black in Starbucks back in April.

Make Sure You Don’t Push Your Customers, Because They’ll Push Back

Myra Golden Media

In a live De-escalation workshop recently, I had my audience divide up into pairs. When people feel pushed into a corner, they push back. If a customer senses you are defensive, rude, or unhelpful, it is natural for them to push back.