Mini Workshop: The 3R De-escalation Method

Myra Golden

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction.

VIRTUAL CUSTOMER SERVICE WORKSHOPS

Myra Golden

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. Once we agree on your training content, we set a date for live virtual training that includes breakout rooms, online hand-raising, polling questions, and PDF workbooks. Plus, we record the training and hand it over to you to use as you wish.

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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.

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.

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.

The Things You Never Expect In a Digital Workshop

Myra Golden

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. I’m facilitating digital workshops on de-escalation, call control, empathy, telephone skills, and more. Read course outlines or talk to me about a digital workshop for your company.

Top 8 Customer Success Workshops and Training Programs

SmartKarrot

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 Do read through these top 8 customer success workshops and training programs and keep us posted if we missed on others! Top-8-Customer-Success-Workshops-and-Training-Programs Download.

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.

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. 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

Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith

Up Your 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. I’m Ron Kaufman , author, and founder of Uplifting Service. But do you know this man? This gentleman with the distinguished white beard.

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

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

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.

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

Myra Golden

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.

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?” 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.

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.

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.

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?

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!”. 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

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. 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.

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.

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.

How to Avoid Roadblocks to Great Customer Service

ShepHyken

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.

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.

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. The workshop featuring Ohmela Seegolam Dialer Management Holiday Inn Club Vacations , Jose Montalvo Speech Analyst Holiday Inn Club Vacations. Workshop attendees are eligible to win a LISTEN 2019 Conference Pass!

Bridge the Gap Between IT and the Business with WAVES

ConvergeOne

The first step is a Workshop that helps our customers take an “outside-in” view of their environment. In other words, the Workshop allows our customers to first view the expectations from the end user’s point of view (the “outside”) and subsequently consider the technology’s capabilities (the “in”) being provided to meet the end user’s expectations. At ConvergeOne, every collaboration engagement follows the WAVES Methodology.

7 LinkedIn Learning Classes That Will Inspire You

Myra Golden

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. Head on over to LinkedIn Learning and start training with Myra now! Customer Experience Design

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

Callminer

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception! Tuesday, June 19th Master Class Workshop. Workshop attendees are eligible to win an Amazon Tap!

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

Callminer

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception! Tuesday, June 19th Master Class Workshop. Workshop attendees are eligible to win an Amazon Tap!

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. Each workshop emphasizes application to specific service situations ensuring new ideas are generated, new actions are taken, and new value is created. Workshop participants apply proven techniques to: • solve service problems.

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. Before beginning an implementation, it’s important to know where customers are at, so I start by asking them if they would be able to recover from a data center failure in their current state. Data Center

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Recap: ICMI Contact Center Connections 2019 in Chicago

Unymira

The conference opened on Monday October 28th with a series of workshops and tours throughout the day while the expo hall only kicked off in the afternoon with a fun opening day party. ICMI is always a great source of inspiration and fun and Contact Center Connections in Chicago was no exception. Trade Shows Contact Center

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 67

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. Senior leaders have highlighted specific internal and external service concerns to use for Workshop customizations. At UP!

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

Myra Golden

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.

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

Myra Golden

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.

Batteries Included

ShepHyken

I’ve learned a lot over the years by attending his workshops and coaching sessions. “There are two kinds of people: Batteries Included and Batteries Not Included.”. That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. If you’ve been following my work, you’ll probably recognize his name. He recently released a book that included many of his quotable words of wisdom. This one—about Batteries Included or Batteries Not Included —resonated with me.

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