2013 Webinar Series
Immediately improve your customer experience and build brand value with Myra’s high-impact webinar series
All webinars are 90-minutes, and begin at 1pm US Eastern time.
All webinars are recorded and you can purchase the digital recording of past webinars. Access to webinar recordings never expires and you can share the video freely within your organization. Pretty sweet deal, huh?
“I really do love your webinars, Myra. They are very well done and extremely beneficial. I always find little helpful hints in your information.”
Kristy L. Bolen
Carlson Hotels Worldwide
These webinars are offered at $299 each. The entire year can be purchased for $999. The annual membership includes unlimited access to live webinars by the purchasing company for 12 months, a digital recording of webinars, and 24/7 access to all archived webinars.
Purchase a 12-month license – Granting unlimited access for you and your entire organization to all live and archived events for 12 months – $999.
Or purchase webinars individually for $299 each.
“Back in November 2012, my team and I participated in the “Stop screaming at me” Webinar. We were all extremely pleased with the abundance of relevant information, tips and techniques we were provided with! Today, we have the privilege of showing the material and webcast to our employees and have integrated it to our mandatory training programs.”
“Worth every minute and every dollar!”
Jacynthe Laflamme, Manager, Employee Training and Development
Brookfield Global Relocation Services
“The Managers, Trainers and QA Team in the Call Center thank you!”
Quality Assurance Coordinator
Green Mountain Coffee Roasters, Inc.
This note from the Green Mountain Coffee Roasters, Inc. Team immediately following the “How to Motivate CSRs” webinar made me smile!!!
Myra Golden Full Access is an exclusive membership program that gives your entire organization a full year of unlimited access to Myra’s live webinar series, library of on-demand training courses, customer service eLearning suite and training kits – at one flat rate. Learn more.
2013 Webinar Lineup:
January 30, 2013
Becoming a Customer Service Rockstar – How to Stand Out and Move Ahead
Based on Myra’s critically acclaimed “Beyond WOW” workshop, this program delivers 20 concrete ways for your employees to make emotional connections with your customers. From the memorable “Be Gumby” technique to the “Man in the desert” analogy to words and things to avoid to ideas from Disney, Starbucks, Zappos and Apple, your employees will walk away from this training with realistic ideas for improving the customer experience and the inspiration to truly commit to WOWing your customers at every touch point.
March 13, 2013
Complaint Handling & Apologizing: What frontline employees need to know
In this critically acclaimed learning experience, Myra walks your employees through the 7 steps for completely restoring customer confidence after service failures and how to smartly handle problems that are the fault of customers. Your employees will discover when to apologize and they’ll learn the difference between saying “I am sorry” and saying “I take responsibility.” Myra discusses words employees should avoid when handling complaints and problems and she explains empathy in such a way that every student of this training will get it and be able to convey genuine empathy in a strategic and effective way. Your employees will leave this training equipped to regain goodwill after service mishaps…without giving the store away.
April 24, 2013
Apple’s Secret Employee Training Manual Provides 5 Insights for Contact Centers
Recently, Apple’s super secret employee training manual was leaked. The manual spells out words Apple employees cannot say to customers (to avoid a negative feeling/response from customers), makes it clear that employees are to fiercely focus on “deepening and restoring relationships” (and shows them how) and has great insights on how to (really) convey empathy to customers. When Myra reviewed the Apple training manual, she was stoked about the relevancy to her clients in the contact center sector and she cannot wait to share these insights with you in a very special web event.
June 20, 2013
The Zappos Experience
Myra’s Zappos keynote delivers powerful insights into how Zappos approaches Quality Monitoring, social customer service, making emotional connections with customers, and agent coaching, among other things. Every time she delivers her Zappos keynotes, audience members begin sharing creative ways they WOW customers in their own organizations, get involved with group brainstorming to help others overcome challenges in their contact centers and people laugh and learned together. Now, Myra is bringing her Zappos keynote to the webinar platform so that customer experience professionals like you can join in the learning and insights.
September 25, 2013
How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections
The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers.
In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers. You’ve gotta read this outline!
November 13, 2013
Dealing with Unacceptable Behavior
Learn to effectively nip unacceptable performance in the bud
All who supervise people will gain tactical insights to help them bring out the best in people at their worst – in such a way that doesn’t cause resentment. Myra will offer expert advice on how to address attitude problems, attendance issues, how to coach phone calls and email service and much more.
December 18, 2013
Stop Screaming At Me
Strategies to Help You Circumvent, Minimize and Eliminate Difficult Behavior from Difficult Customers
Imagine your next phone call is from an angry, irate customer and you’ve only got a few seconds to gain control.
Are you 100% confident you can handle it?
If not, Myra has the perfect program for you. Simply read her course outline to see what it’s all about.
“I just viewed the replay of the webinar you did not long ago with citrix online and I was so enlighten and amazed to hear such outstanding information. I am a marketer and I knew surface level some of the information you shared but you went deep and took it to another level of understanding for me, the light bulbs of ideas and solutions have been bombarding my mind ever since. I simply desired to say thank you.”
The webinars include a free digital recording. You and your team do not have to attend the live events if choose not to or are unable to, as you will receive the recording within 24 hours of the live event and you can download and save the video.
Individually purchased sessions: $299
Entire series purchased together: $999